Strengthen your contact center security and compliance

Protect your data worldwide

Rest assured knowing your data is secured with end-to-end encryption, stringent access controls and rigorous security policies.

Simplify your global compliance

Benefit from an extensive set of compliance certifications and attestations to help you operate within a complex global regulatory environment.

Improve your security posture

Choose our shared security model to reduce operational responsibilities and costs. Gain greater security than most organizations achieve in-house.

Protect your business with robust security and data privacy

Defense in depth

To maintain the confidentiality, integrity and availability of data and services, we use a defense in depth strategy. This approach implements multiple layers of security mechanisms and controls; if one control fails or a vulnerability is exploited, another is in place to help mitigate risk.

Data encryption

All customer data is encrypted both in transit and at rest: AES 256 key encryption for data at rest and HTTPS with TLS 1.2 or higher encryption for data in transit. Beyond platform-level encryption, we use unique encryption keys for each organization for sensitive data like call recordings.

Data privacy

As the focus on privacy increases worldwide, staying informed on evolving regulations and regional standards can be challenging. Our privacy standards and configurable tools help customers meet their global data privacy needs across a variety of industries and locations.

Identity and access control

Streamline access with single-sign-on using SAML 2.0 third-party providers. Multi-factor authentication adds an extra layer of protection. Configurable access privileges use least-privilege principle and role-based control mechanisms, while audit logs track user activity.

Network security

Within Amazon Web Services (AWS), Genesys Cloud production services and customer data are logically isolated in a virtual private cloud (VPC) for increased security. All connections to VPC are secured via HTTPS and TLS 1.2 over the public internet. We follow AWS best practices for the security group, load balancer and routing configurations.

Secure APIs

The platform API follows the OAuth 2.0 specification for secure authorization. Rate limits ensure platform stability and protect against malicious denial-of-service attacks. And RESTful APIs offer inherent security advantages, enabling encrypted data transfers, statelessness and granular access control.

Operational security

We conduct continuous vulnerability scanning, penetration tests and pre-deployment checks to preempt any potential risks. Host-based and network-based intrusion detection systems monitor for suspicious activities. Identified security risks are assigned for prompt remediation.

Physical security

AWS provides data center security. Controls include perimeter security, such as fencing, walls, security staff, video surveillance and intrusion detection systems. Physical access to AWS data centers is logged, monitored and retained, reducing the risk of insider security threats.

Organizational security

Genesys employs a full-time Information Security and Compliance team that’s focused on security, auditing, compliance and risk management. Also, all employees are required to successfully complete security and compliance training on an annual basis.

Free up your security teams and budget

Managing security and compliance is a shared responsibility between Genesys, our cloud service provider and our customers. AWS operates and manages the security and compliance of the cloud computing infrastructure. Genesys manages security in the cloud. And the end customer is responsible for security within their Genesys Cloud organization. This distribution of responsibilities relieves your operational burden and is typically more cost-effective than maintaining the same depth of security in-house.

Invest in a platform designed for defense

Integrating security protocols or measures into existing software is good practice. But having cloud-native security built right into the software from day one is even better. Security is deeply embedded in the DevOps practices at Genesys. Following the principles of security by design, our development teams are regularly trained on web application security and independent product security teams ensure new features go through rigorous security code reviews and testing prior to release.

Accelerate your global compliance

Navigating global regulatory compliance in today’s digital-first world is complex, but the right partner can help simplify matters. Genesys is aligned with industry best practices, relevant and appropriate international standards, and — where applicable — national legislation.

Maintaining our extensive compliance portfolio demonstrates our capabilities and commitment to delivering a secure platform that helps you meet and exceed your regulatory and compliance needs, no matter which industry or geography you serve.

Gain security and peace of mind

At Genesys, we prioritize openness and transparency in how we operate. Our Trust Center offers detailed insights into our security best practices and our extensive industry and regulatory compliance portfolio. You can easily access Genesys Cloud legal agreements, including our privacy policy and SLA.

We also provide a status portal for real-time and historical operational performance of Genesys Cloud, plus scheduled maintenance. And you can read about our AI ethics framework and sustainability efforts, which underscore our dedication to contributing positively to our planet’s future.