Key Highlights
- Genesys opens a new AWS-hosted Cloud Region in Querétaro, beginning operations on November 17, 2025, to improve data sovereignty and reduce latency across Mexico and Latin America.
- The region supports regulated sectors such as government, finance, and healthcare, by meeting Mexico’s strict data residency requirements.
- With this expansion, Genesys strengthens its global cloud footprint to 22 Cloud Regions, advancing its AI-driven customer experience innovation strategy.
Genesys has officially announced the launch of its newest AWS Cloud Region in Querétaro. It is set to go live on November 17, 2025.
The deployment marks a major advancement in the company’s mission to deliver high-performance, AI-driven customer experience (CX) solutions with enhanced data sovereignty and reduced latency for customers across Mexico, Spanish-speaking Latin America, and the Caribbean.
According to Mauricio García-Cepeda, Managing Director of Genesys Mexico, the expansion allows the company to better serve highly regulated industries and unlock opportunities previously constrained by national data storage laws, further supporting Genesys’s global expansion strategy.
Strengthening Compliance and Accelerating AI Capabilities
Mexico’s regulatory environment, especially in public administration, financial services, and healthcare, mandates strict data residency and local processing of sensitive information.
The new AWS Cloud Region allows Genesys to fully comply with these regulations, enabling secure cloud adoption for both new and existing customers.
New customers will be automatically onboarded to the Querétaro region, while current clients can migrate based on operational readiness.
AWS has significantly strengthened Mexico’s cloud infrastructure landscape with a US$5 billion investment into its Mexico Region since early 2025. It has been cementing the country’s role as a strategic cloud hub for Latin America and further reinforcing momentum across the Cloud Industry.
Boosting Digital Transformation and Agentic AI Adoption
Industry leaders expect the new Cloud Region to accelerate modernization efforts in heavily regulated sectors.
Edgar Portillo, Executive Director of CX Solutions at Minsait, emphasized that the Genesys Cloud platform’s omnichannel orchestration and deep integration capabilities will help organizations optimize operations and scale digital experiences.
Genesys reported strong business momentum:
- 20% increase in cloud customers in Mexico
- 35% YoY growth in annual recurring revenue locally
- US$2.2 billion global ARR with retention above 120% by Q2 FY2026
A key pillar of the company’s strategy is agentic AI, which supports autonomous decision-making to enhance customer personalization, routing, and workforce efficiency. Currently, 55% of Genesys customers use AI tools such as copilots, chatbots, and virtual agents, with projections showing 60% adoption by 2028.
Strengthening Global Presence
With the launch of the Querétaro Cloud Region, alongside a newly announced site in Singapore, Genesys now operates in 22 cloud regions worldwide.
This milestone reinforces the company’s position as a global leader in AI-powered CX and highlights Mexico’s importance as a centralized hub within its broader global expansion strategy.