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  • 1.  "Ensuring US and UK Data Sovereignty in a Global Contact Center Architecture

    Posted 5 hours ago

    Can Genesys have a single Org hosted in AWS US East and a small division in the UK. The customer wants data generated within the US stored in the US and data generated within the UK stored in the UK. If so, how can this be accomplished?  Thanks.


    #ArchitectandDesign

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    Martin Bunting
    New Era Technology
    Senior Solutions Consultant
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  • 2.  RE: "Ensuring US and UK Data Sovereignty in a Global Contact Center Architecture

    Posted 5 hours ago

    Hello Martin, 

    I believe this can be accomplished with our Global Media Fabric with regional call recording storage. 

    Your specific scenario, an org hosted in AWS US East can serve both US and UK operations while maintaining data residency requirements through core region and satellite regions architecture. Satellite regions extend the global media to provide local media processing in other geograhics, like in the UK. This keeps media paths local and optimizes routing for conversation quality. 

    For regional call recording storage Genesys has the regional call recording storage capability specifically for this scenario. Call recordings can be stored in the region where the recording was initially captured. 

    Hope this helps!



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: "Ensuring US and UK Data Sovereignty in a Global Contact Center Architecture
    Best Answer

    Posted 5 hours ago

    Great points above from @Cameron Tomlin! Just a few clarifications to set proper expectations:

    The Global Media Fabric with regional recording storage works well but it only applies to voice call recordings captured through BYOC Cloud or Premises trunks configured with UK media regions. It won't work with Genesys Cloud Voice since that's processed in the home region.

    What stays in the US home region regardless: all org configuration data, digital channel recordings (chat, email, messages), screen recordings, conversation metadata, and transcripts.

    So if they need ALL UK data to stay in the UK (not just voice recordings), they'd need a separate org homed in a UK/European region rather than a single org solution.

    Worth asking what specific data types need to be in-region to see if the single org plus GMF approach works or if they need multi-org architecture.



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    Josh Coyle
    Senior Professional Services Consultant
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    Original Message


  • 4.  RE: "Ensuring US and UK Data Sovereignty in a Global Contact Center Architecture

    Posted 5 hours ago

    From my understanding, the Global Media Fabric can help somewhat to solve the issue on its own. It is primarily a media path and telephony optimization feature, not a full multi-country data residency architecture. Genesys also allows you to configure trunks and sites to use specific media regions, and even store call recordings in the region defined by the Global Media Fabric configuration for those calls.

    However, if the requirement is that US-generated data must remain in the US and UK-generated data must remain in the UK, then GMF alone is not sufficient. The reason is that the organization's primary customer data remains tied to that org's region of record, and Genesys documents that customer data is stored in the AWS region selected when the organization is created.

    This is my understanding: GMF helps, but it may not be enough to satisfy customers' residency compliance regulations.



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    Martin Bunting
    New Era Technology
    Senior Solutions Consultant
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    Original Message


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