Protect your customer experiences with cloud contact centre security

Cloud Security

Don’t let a security breach break customer trust

Your security is only as strong as your weakest system and the number of systems you need to meet customer demands increases each year. Customers want peace of mind. So, you need to provide comprehensive customer experiences with proven security built-in. Deliver highly scalable and feature-rich contact centre and proactive communications solutions—designed and implemented in the cloud to support global customers across a variety of industries. Providing your customers with an inherently secure and reliable cloud-based platform can greatly improve the overall customer experience. To stay ahead of risk, cloud providers must perform intensive and ongoing vigilance to meet enhanced cloud contact centre security standards—informed oversight, guided decisions on managing risks, consistent security practices and continuous feedback.

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Meet and exceed modern security standards

Genesys data centres are managed to comply with the most rigorous industry security standards to ensure that data remains safe at all times. Data centre facilities use security features, such as multi-stage authentication and 24/7 CCTV monitoring to ensure that only authorised staff have access.

  • A signature-based Network Intrusion Detection System (NIDS) constantly monitors the Genesys network for potential attacks.
  • At the network level, Genesys has deployed adaptive security appliances to provide firewall capabilities, along with a two-way authentication process, to limit access.
  • For logical security, Genesys virtualisation architecture ensures separation and security of customer-specific data, along with role-based permissions to control access.

Gartner Report—The Future of the Contact Centre

Know you’re covered

Rest assured that you’ll meet the highest level of compliance in the business. Genesys cloud-based call centre and contact centre solutions have achieved Payment Card Industry Data Security Standard (PCI-DSS) Level 1 certification, Service Organisation Control (SOC) 2 certification and US Federal Health Insurance Portability and Accountability (HIPAA) compliance.

As a global provider of cloud-based applications and services for organisations of all sizes, Genesys has built a secure, stable and highly reliable platform to deliver great customer experiences. This ongoing effort is tied to a process of continuous improvement, by endlessly evaluating evolving threats and the security needs of our customers.

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PureConnect Security

Get the security and control you need in the cloud

The security features of the PureConnect™ platform are designed to make your life easier—and ensure that customer information is protected. Deliver comprehensive customer experiences with highly scalable and feature-rich contact centre solutions designed and implemented in the cloud.

Businesses that use the cloud-based PureConnect platform run their own application instances. This approach enables the platform to offer the highest level of isolation and control available in the cloud today. Because the PureConnect platform runs in isolation, it offers unparalleled control over system features and capabilities. Each deployed system is unique and can be tailored to your specific needs. This also adds heightened security compared to multi-tenant cloud platforms by eliminating shared services and data stores with other companies.

Cloud Security

Bolster security with isolated instances

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The private cloud approach

Running a separate instance of an application, rather than sharing services and data stores with other companies, is a more isolated and secure approach. This technique reduces the chances that the cloud provider, another company or a malicious attack will affect performance and reliability.

Shore up apps behind a firewall

Customers using the cloud-based PureConnect platform can add another level of isolation by placing voice traffic and recordings behind a firewall. Gateways and media servers are placed at the customer site and communicate with the application server in the cloud.

The security of our service is instrumental in maintaining the trust placed in Genesys by our clients.