Genesys leads growth and innovation in CX platforms in Latin America, Frost & Sullivan finds

Latin America, October 2026 - Genesys®, a global leader in agentic orchestration for customer experience, has been recognized by Frost & Sullivan as a Visionary Leader and the overall leader in Growth and Innovation in the Frost Radar™: Customer Experience Platforms in Latin America, 2026. The company received the highest Growth score, 4.60, and the maximum Innovation score, 5.00, in the study evaluating the customer experience platform market in Latin America.

The recognition comes at a time of sector expansion in the region. According to Frost & Sullivan, the Latin American CX platforms market grew 12.5% in 2025, making Latin America the fastest-growing region in the world. During the same period, cloud contact center solutions advanced 21.5%, while the on-premises segment declined 13.6%.

Artificial intelligence is also gaining ground in this landscape. In 2025, AI-related revenue represented 7.7% of CX platform revenue. For 2026, Frost & Sullivan projects 65% growth in AI revenue and a compound annual growth rate of 60.5% between 2025 and 2030, when the technology is expected to account for 54.7% of total CX platform revenue.

According to the report, Genesys is the leading company in the CX platforms market in Latin America. Frost & Sullivan also notes that the company delivered above-average revenue growth for the fifth consecutive year. Among the factors highlighted for its performance are the high adoption of AI-powered experience orchestration, a comprehensive portfolio, investments in research and development, localized support and services, partnerships, integrations, and advances in agentic AI.

The study also points to the rise of agentic AI, competition from point solutions, end-to-end orchestration, AI governance, and execution capabilities as factors redefining differentiation in the CX market. As organizations advance their AI strategies, the ability to connect different technologies across the customer journey becomes increasingly relevant to turn these investments into more personalized experiences and business outcomes.

"We are entering a new stage of AI adoption in Latin America, in which the discussion is no longer only about where to apply the technology, but how to extract value from it at scale. As companies incorporate different AI models, agents, and solutions, the ability to orchestrate these technologies, data, systems, and people around the customer journey will become increasingly important to transform innovation into better experiences and tangible business results," said Amanda Andreone, Vice President and Regional Sales Leader for Latin America at Genesys.

Frost & Sullivan also highlights that, as companies move from proofs of concept to AI implementations in production, aspects such as governance, trust, security, compliance, and scalability become increasingly relevant. The study points to Genesys' investments and track record in these areas as important elements to support enterprise-scale AI implementations.

About Genesys - Genesys® empowers more than 8,000 organizations worldwide to create the best experiences for customers and employees. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration Platform that connects people, systems, data, and AI across the enterprise. As a result, organizations can drive customer loyalty, growth, and retention while increasing operational efficiency and teamwork between human and AI workforces. For more information, visit www.genesys.ai. © 2026 Genesys. All rights reserved. Genesys, the Genesys logo, and Genesys Cloud are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be trademarks or registered trademarks of their respective companies.

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