AI-powered cloud telephony services are transforming how organizations handle customer interactions. Call transcription, sentiment analysis, and automated summaries promise unprecedented efficiency gains. Yet beneath these innovations lies a minefield of governance challenges that many organizations discover too late: often after a compliance violation, data breach, or regulatory audit. The stakes have never been higher. In 2026, global data privacy regulations continue to ex

In late October 2025, Genesys Cloud rolled out its new navigation interface as the default for all users worldwide. The legacy UI vanished overnight. For organizations unprepared for this transition, the results ranged from minor inconveniences to six-figure productivity losses stemming from agent confusion, workflow disruptions, and emergency training costs. The navigation overhaul brought significant improvements: a unified global menu, repositioned top-bar elements, enhanc