Case Study: Genesys scales global AI-powered customer experience with Bandwidth

Genesys scales AI-powered CX across 100+ countries with Bandwidth

Genesys, a global leader in AI-powered customer experience software, needed to expand its cloud platform into new international markets like Mexico and Brazil. Their challenge was ensuring ultra-low latency, secure number provisioning, and built-in regulatory compliance for their real-time AI and voice services across over 100 countries. To support this global growth and experience orchestration, Genesys relied on its partnership with vendor Bandwidth.

Bandwidth provided its Voice service and a single global portal and API to deliver quick and reliable last-mile voice, local number availability, and regulatory alignment of carrier services worldwide. This solution gave Genesys a strategic edge, allowing their operations teams to move faster with fewer exceptions and no compliance guesswork. The results enabled Genesys to successfully deploy new core cloud regions and offer services to over 8,000 customers, helping them orchestrate empathetic experiences that earn customer loyalty and drive growth.

Genesys