Genesys, described as a global cloud leader in AI-powered experience orchestration, has announced that it has secured a Unified License Virtual Network Operator (UL VNO) licence in India, obtained under Department of Telecommunications (DoT) guidelines.
This makes the company’s Genesys Cloud the first global contact centre as a service (CCaaS) platform with a UL VNO license, enabling both domestic and international customers to comply with Indian telecom regulations while accessing secure cloud services and innovative AI solutions for better customer engagement.
In 2021, Genesys says it became the first global customer experience (CX) organisation to deliver fully authorised, locally deployed cloud services in India with Genesys Cloud.
With the UL VNO license, it adds, it can now offer the full Genesys Cloud CCaaS solution to its customers across the region, expanding its service capabilities in India.
Genesys says it can now serve more customers across key sectors like healthcare, financial services and retail. In additin it will be possible to manage e-commerce data and operations within the telecommunications regulatory and legal frameworks of India.
Genesys will also be able to work with AppFoundry partners to deliver locally tailored offerings to customers in addition to the existing platform. AppFoundry is a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences.
Moreover, Genesys points out, global customers will be able to benefit from the strengthened ability of the company to meet Indian compliance requirements, particularly for those customers with agents based in India.
In India the Genesys R&D centres in Chennai, Hyderabad, and Bangalore focus on developing advanced technologies such as speech analytics, AI, and cloud, with Chennai being the third-largest R&D centre globally and a key driver of innovation for the company’s product portfolio. The company says Genesys Cloud continued to see strong growth in the APAC region in the first half of the fiscal year 2025.
