On October 16, 2026, Genesys became aware of a cybersecurity incident involving an unauthorized third party. After learning about the incident, our security team launched an investigation. The investigation has determined that the unauthorized third party was able to access certain internal business systems, including a learning management system (LMS) and a customer relationship management (CRM) platform.

We believe we have contained the unauthorized activity and have no evidence of continued unauthorized access.

Based on our investigation to date, we have determined the following:

  • The Genesys Cloud, Genesys Engage and Genesys Engage Cloud platforms were not compromised.
  • There has been no unauthorized access to the Genesys Cloud, Genesys Engage and Genesys Engage Cloud platforms, customer and partner environments, or customer and partner data stored or processed within the platforms.
  • The Genesys Cloud, Genesys Engage and Genesys Engage Cloud platforms and customer and partner data, including call recordings and analytics data, remain unaffected by this incident.

The investigation into the unauthorized access of Genesys’ internal systems is ongoing. We have confirmed that certain information in our LMS and CRM environments was accessed and/or downloaded without authorization. Information maintained in our LMS and CRM systems include business and account information used to manage relationships with existing and prospective customers, including names, business email addresses, telephone numbers, job titles, company and account information, and other information associated with customer interactions.

Genesys has taken immediate steps to contain the unauthorized activity and is working to determine the full scope and impact of the incident. As a precaution, we encourage customers to remain alert for suspicious communications referencing Genesys and to continue following security best practices. Genesys will never ask customers to provide passwords or other sensitive information through email or unsolicited channels. We also encourage customers to review the recommended security practices and resources available for their Genesys platform.