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Genesys Cloud deployment considerations for the United Arab Emirates (UAE)

Deploying Genesys Cloud in the UAE requires special considerations for contact center architecture and PSTN telecom connectivity. Customers should work with their licensed telecom service provider (TSP) to ensure regulatory compliance. These special considerations exist because the UAE has a dynamic regulatory environment and the interpretation and approval of an architecture for agent-to-agent calling outside of the UAE is provided solely by the UAE government. 

To help guide you through this process, Genesys strongly recommends that you configure all agent-to-agent calling to use the PSTN by an approved third-party telephony service provider (TSP) in the UAE versus over the internet. For more information about setting up telephony sites, number plans, and trunks, see , , and .

Note: The content of this document, which generally describes Genesys Cloud use in the UAE, is for informational purposes only. It represents Genesys’ knowledge and experience with the UAE telecommunications regulations. The information is not legal advice and before implementing any solution, customers should consult with their legal counsel, their TSP, and the Telecommunications and Digital Government Regulatory Authority (TDRA) to ensure that they comply with all UAE laws as well as telecommunications and contact center regulations.

For more information, please contact your account team.