Cloud security for contact centres

Cloud contact center 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. Provide your customers with an inherently secure and reliable cloud call centre. 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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Experience Success. Together.

Genesys Recognised by Gartner® as a Leader in the August
2021 Magic Quadrant™️ for Contact Centre as a Service

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Meet and exceed modern security standards

Genesys PureConnect™ and  Genesys Multicloud CX™ 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.

Genesys Cloud CX security Datasheet: Keep your customers safe and operations secure

Know your call centre is protected

Rest assured that you’ll meet the highest level of call centre 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 call centre software and services for organisations of all sizes, Genesys has built a secure, stable and highly reliable platform. 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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Blueprint for success:

Design the perfect cloud contact centre solution with our CX blueprint tool.

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Genesys Cloud CX Security

A contact centre solution that’s obsessively secure

The Genesys™ contact centre platform delivers a quality solution while maintaining the confidentiality, integrity, availability and privacy of sensitive data that’s critical to your business.

Amazon Web Services (AWS), which is committed to cloud security and has achieved numerous compliance standards, provides the infrastructure for our secure cloud call centre platform. The Genesys Cloud CX platform provides logical isolation, and actively maintains stringent multi-tenant security standards, to enforce separation between data requests for different organisations. Data is encrypted at the point of entry and retains AES-256 encryption throughout its lifecycle. External penetration testing, attack defense automation and alerting keep our customers protected.

Pureconnect platform

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 strengthens cloud call centre security and 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 multitenant cloud platforms by eliminating shared services and data stores with other companies.

Bolster security with isolated instances

Don’t fear the public cloud

Security for cloud-based call centre software has improved exponentially. Battle-tested by infrastructure providers using sophisticated tools, dedicated teams and significant investment, a public cloud is a tried-and-true approach that offers you the security and flexibility you require.

The private approach to cloud security

While public cloud platforms work well for many, you might require a more isolated option. Private cloud security is achieved via separate application instances—instead of sharing services and data stores with other companies.

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.