There are no pauses in innovation today. Every interaction with a customer, every transaction and every internal process is powered by tech and exposed to cybersecurity risks.   

According to The State of Customer Experience report, 30% of customer experience (CX) leaders surveyed identify data privacy and security as the most critical factors in meeting their CX goals. To build customer trust in your brand, you need to ensure that security is embedded in every operation — and every third-party integration — you use within your environment. 

Without complete integration with third-party tools, weak practices can invite breaches, impede operations, increase costs and erode that hard-won trust. Good cyber hygiene is no longer just effective security; it should be synonymous with resilience, efficiency, growth — and customer loyalty.  

Cybersecurity and governance are integral to a seamless customer experience. The Genesys Cloud™ platform implements security controls to help provide a secure, compliant foundation for customers globally, while the Genesys AppFoundry® Marketplace gives those customers a curated ecosystem of customized, integrated solutions.  

To help ensure every AppFoundry Partner integration meets the same high security and compliance standards as the Genesys Cloud platform, AppFoundry solutions undergo rigorous review and testing. Each partner application is vetted for quality, interoperability and data protection so that customers can deploy with confidence. This continuous validation process means every AppFoundry solution is tested, proven and trusted to further extend Genesys Cloud securely. 

Why Cyber Hygiene Is Vital for Security and Compliance 

Cybersecurity stakes grow more complex each year; once-a-year IT checks are no longer enough. Constant pressure from rising customer expectations, regulatory bodies and increasingly advanced threats from bad actors means cyber hygiene practices must keep up.  

When assessing your cybersecurity practices, consider these points carefully:  

  • Protecting sensitive data while enabling compliance: Your company is likely managing a growing volume of sensitive financial and personal data. Map your requirements to controls in your experience orchestration platform and be sure integration partners are also vetted
  • Reducing financial and reputational risks: Breaches can cost millions in remediation and lost business. The reputational damage can be even harder to repair. Be sure your technology partners can quantify risk reduction, align it to mitigation plans and demonstrate how modern security can reduce time to recovery
  • Driving measurable ROI: Strong, foundational governance can reduce operational costs, uncover inefficiencies and accelerate transformation. Aligning with a technology leader that also enables you to deliver AI-powered CX innovation at scale can help you manage growing risks, such as compliance violations, geopolitical instability, AI-driven cyberthreats and operational downtime. 

How Genesys Cloud Strengthens Cybersecurity  

Genesys Cloud is built to help meet governance demands while supporting the agility modern enterprises require. Because cybersecurity is a cornerstone in our architecture, organizations aren’t forced to choose between innovation and compliance.   

With Genesys Cloud, the AI-Powered Experience Orchestration platform, security is designed to safeguard customer interactions across systems and channels, making innovation not only possible but protected. This evolution positions Genesys Cloud as a future-ready platform, and it empowers our partners to demonstrate how security and innovation go hand-in-hand in their solutions. 

Strengthening Contact Center Security   

Because contact centers are responsible for handling large quantities of some of the most sensitive data, organizations must be diligent in their practices. Genesys Cloud provides built-in controls that support organizations, helping secure data and protect customers by managing information in real time with applicable regulations and industry standards.  

Navigating Compliance with Regulations 

The Digital Operational Resilience Act (DORA) and other regulations offer a clear potential for financial services and other regulated segments to enhance their digital environments. Genesys Cloud helps organizations to meet their emerging needs for compliance, operational risk mitigation and proactively enhance operational resiliency.   

By translating evolving regulatory expectations into practical deployment patterns, Genesys and its partners can help you simplify compliance, strengthen operational resilience and scale confidently across regions. 

Providing Global Availability, Security and Resiliency   

Genesys Cloud is designed to be well-architected on Amazon Web Services (AWS) and is deployed across multiple independent AWS Regions and Availability Zones across the world. This global architecture provides resiliency, high availability and strong protection for mission-critical operations. The service is also designed to scale instantly and virtually without limits, allowing enterprises to respond to demand surges and declines with confidence.  

“Cybersecurity and governance must evolve as quickly as AI and customer expectations. Genesys aims to provide a compliant foundation that adapts to emerging risks while enabling secure innovation,” said Jarrod Sexton, Vice President of Security and GRC at Genesys. “With comprehensive set of compliance offerings and growing global coverage, you can confidently deliver secure, compliant and resilient experiences with every interaction.” 

Extending Cybersecurity Governance with AppFoundry  

AppFoundry offers purpose-built solutions that meet customers’ governance models. Organizations can choose tools from a curated and vetted ecosystem of partner solutions to help enhance security without needless complexity.  

“The Genesys AppFoundry Partner ecosystem enables organizations to extend security and governance in ways that fit their unique business needs,” said Juergen Tolksdorf, Senior Director of AppFoundry at Genesys. “By tailoring integrations and solutions, these partners can help customers streamline operations, reduce risk and unlock new growth opportunities. This combination of built-in security with curated partner innovation makes it possible to scale with confidence, while continuously delivering trusted experiences for both employees and customers.” 

Business Benefits of Strong Cybersecurity

Strong cyber hygiene entails not only taking preventative measures to abate a breach, but it also involves generating measurable value to fuel growth. For Genesys customers, the business impact is multifaceted:

Efficiency: Clean governance and automated security workflows are designed to extract manual overhead from teams, sothey can stay focused on issues that  drive strategic imperatives rather than compliance audits.  

ROI: To proactively avoid substantial costs from fines and disruption, the Genesys Cloud platform is secure by design with built-in security, privacy and governance controls. Organizations can see the return on investment (ROI) in the governance efficiencies and the accelerated pace of digital transformations that depend on secure, agile architectures. 

Trust: Demonstrating operational cyber hygiene practices builds trust not only with customers but also with regulators, employees and investors. It allows you to build long-term credibility and reputation.  

Innovation: Strong architecture to enable secure practices translates to fast adoption of new technologies, experimentation and scalable digital experiences with an eye for the innovation horizon. With the AppFoundry Marketplace, companies can pilot new capabilities with lower risk and then more easily scale rollouts. 

Building a CX Cybersecurity Foundation  

As a new era of generative and agentic AI reshapes how organizations deliver customer experiences — unlocking new levels of automation, augmentation, personalization and optimization — security must shift from being seen as a barrier to becoming the foundation that enables rapid scaling, innovation and a competitive advantage. When organizations embrace robust cyber hygiene, they move, scale and seize opportunities without hesitation.  

With the built-in security DNA of Genesys Cloud, combined with tested and secure AppFoundry solutions, enterprises can be confident their customer data and interactions are protected by advanced security controls.  Solutions within the Genesys AppFoundry partner ecosystem can help mitigates risks while establishing governance practices that keep organizations nimble and future-ready. 

Protect Your CX From Things That Go Hack in the Night  

Cyber hygiene can no longer be an afterthought for a business. Successful companies in the experience economy will prioritize cyber hygiene within their governance and operational practices.  With Genesys Cloud and AppFoundry, companies can differentiate, build trust, scale with confidence and innovate securely.  

To see how Genesys Cloud and the AppFoundry Marketplace can help your business securely unlock new opportunities, explore our security-focused solutions in the Genesys AppFoundry Marketplace.