Genesys Cloud Voice AWS region-specific availability and restrictions

Genesys Cloud Voice availability varies by AWS region with specific data sovereignty and service restrictions. In the FedRAMP region, organizations can provision phone numbers and access domestic and international calling services for the United States only, with voice services for other countries unavailable. The European Sovereign Region (ESR) provides data sovereignty commitments exclusively for voice services within designated ESR boundaries; phone numbers and calls outside ESR coverage areas utilize non-EU carriers and third-party integrations, resulting in voice, signaling, media, and metadata processing outside the EU without ESR data sovereignty protection. Within the EU, eleven countries (Austria, Belgium, Denmark, Finland, Germany, Ireland, Netherlands, Portugal, Spain, and Sweden) have DID numbers and domestic calling covered under ESR commitments, with varying availability of toll-free numbers and international calling. All other regions globally—including APAC, North America, LATAM, and remaining EMEA countries—currently have no Genesys Cloud Voice services available. The European Sovereign Region capability is identified as a feature coming soon.