Hi @Misael Eduardo Rodriguez Acevedo,
When designing a DRP strategy for Genesys Cloud, there is no single "recommended" region that applies to all customers. The best practice is generally to select a region that is geographically separate from your production region while still meeting your business, compliance, latency, and connectivity requirements.
For customers operating in Latin America, the most important considerations are:
1. Region Selection
If your production organization is hosted in the Americas, selecting a European region such as EU West (Ireland) can provide strong geographic separation, reducing the risk of a regional outage affecting both environments.
Ireland is often chosen because it is one of the most mature and widely adopted Genesys Cloud regions, offering excellent infrastructure stability and global connectivity. However, the selection should also consider:
- Data residency requirements.
- Regulatory and compliance obligations.
- Voice carrier availability.
- Connectivity from your contact centers and integrated systems.
- Acceptable latency during a DR scenario.
2. DR Organization Considerations
A secondary Genesys Cloud organization is not automatically synchronized with the production organization. Organizations are managed independently, so it is important to define processes for:
- Configuration replication.
- User provisioning.
- Queue and routing configuration.
- Architect flows.
- Integrations and API configurations.
- Knowledge bases and workforce management components (if applicable).
Many customers use the Genesys Cloud APIs, Terraform, or the Platform CLI to maintain configuration consistency between primary and DR environments.
3. Cross-Region Restrictions and Dependencies
Before selecting a DR region, verify:
- Availability of the required Genesys Cloud features in both regions.
- Telephony services and carrier support.
- Integration dependencies with local systems.
- Connectivity to CRMs, databases, identity providers, and other third-party platforms.
- Data sovereignty requirements that may restrict customer data from being stored outside specific jurisdictions.
4. Testing the DR Plan
One of the most important best practices is to perform regular DR testing. Having a secondary organization is only part of the solution; the recovery procedures, telephony failover mechanisms, user access processes, and configuration deployment strategy should be periodically validated to ensure recovery objectives (RTO/RPO) can be met.
In summary, EU West (Ireland) is a valid and commonly considered option for a DR organization due to its separation from the Americas and its mature infrastructure, but the final decision should be based on business continuity objectives, regulatory requirements, telephony architecture, and integration dependencies rather than region popularity alone.
Hope this helps. I'd also be interested to hear from Genesys staff regarding any current recommendations or customer success patterns they are seeing for cross-region DR deployments in Latin America.