Genesys Launches New AWS Cloud Region in Queretaro

Genesys launches its new Cloud Region hosted on Amazon Web Services (AWS) Queretaro, which will begin operations on Nov. 17, 2025. The new infrastructure aims to reduce latency, ensure data sovereignty, and enhance AI capabilities for customer experience solutions across Mexico, Spanish-speaking Latin America, and the Caribbean.

“The new local region allows us to meet data sovereignty requirements and serve highly regulated sectors, expanding our business opportunities in the region,” said Mauricio García-Cepeda, Managing Director, Genesys Mexico, during a press conference.

The new deployment is part of Genesys’s global expansion strategy, which aims to address the rising demand for AI-based customer experience solutions and increasing legal requirements for data residency. In Mexico, sectors such as public administration, financial services, and healthcare mandate that sensitive information remain within national territory. These regulatory constraints had previously limited international providers’ participation in local contracts and tenders.

By hosting infrastructure within AWS Queretaro, Genesys will offer cloud services aligned with local compliance and connectivity standards. The location also ensures lower latency and enhanced network efficiency. AWS committed US$5 billion to develop its Mexico Region, inaugurated in January 2025, reinforcing the country’s digital infrastructure and positioning it as a strategic hub for regional cloud growth.

New customers in Mexico will be automatically hosted in the local region, while existing customers may choose to migrate based on operational needs, says García-Cepeda. Some new clients delayed their project launches until the infrastructure was fully operational to meet compliance and performance requirements, he adds.

This expansion will help regulated sectors that require data residency and private cloud options, says Edgar Portillo, Executive Director of CX Solutions, Minsait. He emphasizes that the Genesys Cloud platform’s ability to orchestrate customer experiences across multiple channels, and its ease of integration with existing systems, will continue supporting digital transformation projects.

This development also aims to position Mexico as a regional center for innovation in AI-driven customer engagement. Genesys reports a 20% increase in cloud customers and a 35% year-over-year increase in annual recurring revenue in Mexico. Globally, the company reached US$2.2 billion in annual recurring revenue by the second quarter of fiscal year 2026, with a net retention rate above 120%, according to company data.

Genesys’s strategic framework focuses on experience orchestration, an AI-based model that allows organizations to assess their current state and design roadmaps toward fully autonomous customer experience operations. This approach leverages empathetic agents capable of executing tasks and making decisions based on contextual data, strengthening personalization and operational efficiency.

Over 55% of Genesys’s global customers use AI capabilities such as virtual agents, chatbots, and copilots. The company projects that by 2028, 60% of organizations will adopt agentic AI, systems capable of making decisions and acting autonomously to improve user experience and business outcomes.

García-Cepeda notes that the company’s investment in Mexico reflects a broader regional commitment to advancing agentic AI adoption. “Genesys is investing in Mexico to help our clients use agentic AI to empower their employees and enable brands to achieve higher levels of personalization and omnichannel engagement,” García-Cepeda says.

With this expansion, Genesys reaches a total of 22 Cloud Regions worldwide, following the announcement of a new region in Singapore during its annual Xperience event held in Nashville, Tenn. The expansion consolidates the company’s international presence and reinforces Mexico’s role as a strategic node for cloud infrastructure and AI development in Latin America.