Sr. Director of Product
Genesys talks ‘experience orchestration’ at scale, powered by AI
Chris Jones, Sr. Director of Product, Genesys, took the stage at Reverb25, alongside Devesh Agarwal, Bandwidth’s COO, about its customer experience philosophy.
- Experience orchestration at scale: He explained the importance of connecting data, AI, and human interactions as Genesys grows to power 8,000+ organizations worldwide in 100+ countries.
- Global reach, real-time performance: Genesys focuses on experience orchestration, leaning on Bandwidth for quick and reliable last-mile voice, local number availability, and regulatory alignment of carrier services globally.
- Next-gen expansion: Genesys is launching new cloud regions in Mexico and Singapore, accelerating global growth in the AI-powered experience era.
Transcript:
Devesh: I’d like to welcome Chris Jones from Genesys. Chris, welcome to the stage. So good Chris, please. Always good to see you again.
Chris: Good to be back.
Devesh: Good. Genesys has built an impressive ecosystem, powering thousands of large organizations worldwide.
Chris: We have.
Devesh: What key experience drivers are you focused on for these customers?
Chris: Well, customers today expect more than interactions. They expect experiences, and those expectations are outpacing legacy models. And organizations that fail to connect data, AI, and human interaction are being left behind.
At Genesys, we call this ‘experience orchestration’, and we believe that it’s a key differentiator in this experience economy. Genesys enables more than 8,000 organizations in over 100 countries worldwide to provide empathetic, personalized experiences at scale.
And around the world, customers like AdaptHealth, HSBC, Banco da Vivo, and Cathay Pacific rely on Genesys to increase loyalty and efficiency in this experience economy. And when you move fast, you need a partner who can keep up. And that’s where our partnership with Bandwidth really shines.
Devesh: 8,000 customers, low latency, love it. So your global platform is expanding and it’s impressive. But expansion comes with complexity. Why is it important for Genesys to have reached these new global markets with automated workflows and AI tools?
Chris: Well, being global and having a global presence isn’t just a technical requirement. It’s a strategic advantage. And we know that we need to be where our customers and their customers are with local regulatory compliance, data sovereignty, and performance capabilities.
And Genesys Cloud was built for global reach and resiliency. AI requires real-time voice, data, and AI-driven automation across all of these regions. And that means that we need ultra-low latency, secure number provisioning, and built-in compliance controls internationally. And this is where Bandwidth gives us a real edge with quick and reliable last-mile voice, local number availability, and regulatory alignment of carrier services globally.
So that really frees us up to do what we do best, which is to help businesses orchestrate experiences that earn loyalty and drive growth. And we’re really excited about the Universal Platform as well. To have a single portal and API available to us outside of the US, that’s really powerful for us. So yes, global presence is important, but global and local AI-powered orchestration at scale, that’s what unlocks real value.
Devesh: You already have Mexico and Brazil today, working with other carriers. As we mentioned earlier, we are thrilled to be expanding our global reach of PSTN replacement to Mexico and Brazil in Q1 2026. When it comes to automation and supporting your own regulatory compliance in these regions, what’s the experience you’re expecting from Bandwidth?
Chris: So, you’re right that we already offer voice in Mexico and Brazil. And I’m happy to share that we expect to deploy new full core Genesys cloud regions in both Mexico and Singapore later this year. And we’ll be offering both Genesys Cloud Voice and Bring-Your-Own-Carrier options in those new regions.
Expanding in Brazil is exciting, too. And Bandwidth will be an important part of that going forward. This is exciting because Bandwidth is proven to deliver number provisioning, compliance built directly into the infrastructure in other parts of the world. And so extending those models to these critical new markets will allow our Operations teams to move faster with fewer exceptions, fewer escalations, and no compliance guesswork.
So there’s a lot to be excited about as we continue to expand our global services together to scale experience orchestration in the agentic AI era.
Devesh: Chris, love this partnership. Thank you from everyone in Bandwidth, the whole team.
Chris: Excited to be on this journey with you.
[Applause]
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