Genesys plans to launch a dedicated cloud region in Saudi Arabia by the end of 2026, according to CEO Tony Bates, as the company sees accelerating demand for its customer experience solutions in the Kingdom. The move reflects a broader trend of businesses in Saudi Arabia prioritizing personalized and efficient interactions with customers, aligning with the goals of Saudi Vision 2030. Bates emphasized the importance of integrating artificial intelligence (AI) with human agents to achieve optimal results in this evolving landscape.
The announcement came during an exclusive media roundtable in Riyadh, where Bates discussed the company’s strategy for supporting digital transformation initiatives across the region. Saudi organizations are increasingly focused on moving beyond traditional service models to what Bates described as an “experience economy,” where customer loyalty and trust are paramount. This shift is driving investment in technologies that can deliver more dynamic and human-centered interactions.
The Rise of Experience Orchestration and AI in Customer Experience
Genesys is positioning itself as a key enabler of this transformation with its experience orchestration platform. This platform aims to help businesses automate routine tasks, empower agents with AI-driven insights, and personalize interactions across all channels. The company’s approach centers on augmenting human capabilities with AI, rather than simply replacing employees, Bates stated.
Shifting Metrics in Customer Engagement
Historically, contact center performance was measured by metrics like call handling time and queue length. However, Bates noted a clear evolution towards measuring revenue growth, customer retention, and overall brand perception. This change reflects a growing understanding that positive customer experiences directly contribute to business outcomes. Genesys’ platform is designed to support this new focus by providing tools for better customer targeting and cross-selling opportunities.
While concerns about job displacement due to AI are common, Bates indicated that Genesys is not currently observing significant layoffs in contact centers. Instead, organizations are leveraging AI to handle increased volumes and free up agents to focus on more complex and sensitive customer issues. He anticipates that some administrative roles may evolve over time, but the core principle remains collaboration between AI and human employees.
The concept of “agentic AI” is central to Genesys’ vision. This involves AI systems that can learn and adapt in real-time to provide empathetic and personalized support, including intelligently routing customers to human agents when necessary. Bates highlighted that personalization is crucial, noting that a digital experience that is easy for one customer may be challenging for another.
Strategic Partnerships for Seamless Integration
Genesys is also strengthening its partnerships with major technology providers like Salesforce and ServiceNow. These collaborations aim to simplify integration with existing systems and create more seamless end-to-end experiences for customers. Businesses are increasingly seeking unified platforms that connect front-office, mid-office, and back-office workflows, rather than managing a collection of disparate technologies. This trend is driving demand for strategic platforms that address specific business challenges.
The company’s business in Saudi Arabia is experiencing substantial growth. In the second quarter of its fiscal year, Genesys Cloud annual recurring revenue (ARR) in the country increased by over 55% year-over-year, with customer numbers rising by nearly 25% during the same period. Specific sectors showing strong growth include technology (over 115% ARR increase), public sector (over 85% ARR increase), and industrial (45% ARR increase).
Genesys’ Saudi Arabian headquarters serves as a regional hub, focusing on three key areas: education and training, developing cloud and AI expertise, and fostering a strong ecosystem of customers, partners, and employees. The company believes its work directly supports the objectives of Saudi Vision 2030, including improving digital government services, enhancing tourism and travel experiences, and modernizing citizen services. The broader goal is to accelerate cloud adoption and AI upskilling within the Kingdom.
Looking ahead, the successful launch of the Genesys Cloud region in Saudi Arabia by the end of 2026 will be a key indicator of the company’s commitment to the region and its ability to meet the growing demand for advanced customer experience solutions. The pace of AI adoption and integration within Saudi businesses, as well as the development of a skilled workforce, will also be critical factors to watch in the coming years. Further announcements regarding partnerships and specific implementations of the platform are expected as the launch date approaches.
