Genesys Sub-Processors
Genesys Cloud services are hosted by third party data center providers. Premise services operate on systems controlled and operated by the customer. Genesys may share personal data with any affiliated Genesys entities under common control with Genesys for example for troubleshooting and support. A sub-processor means a natural or legal person, public authority, agency or other body which processes personal data on behalf of Genesys.
Genesys may utilize sub-processors, depending on what services, features, and functionalities the customer utilizes. Additional sub-processors may be selected by customer in a customized environment, and if so, such sub-processor will be listed on this website or in a Statement of Work or Order Form. Customer acknowledges that their engagement of further services, features, and functionalities or signature of such statement of Work or Order form authorizes Genesys to use such sub-processors named therein or on this website. Note that third party integrations, such as AppFoundry, require a direct relationship between the third party and the customer.
The following sub-processors (along with their subsidiary companies) may be utilized, depending on what services, features and functionalities are selected by the customer.
Genesys Cloud default services
| Sub processor | Location | Website | When applicable | Services |
|---|---|---|---|---|
Amazon Web Services, Inc. | In region (data center region selected by customer) | All Genesys Cloud customers. | Genesys Cloud Hosting, AWS Microservices. | |
Sumo Logic Inc. | Typically same as deployed AWS region (European exception: For AWS European regions it is always Dublin, except AWS Frankfurt is Frankfurt). For more information, see Sumo Logic processing locations for Genesys AWS deployment regions. | All Genesys Cloud customers. | Log collection tool for collection and indexing of our service logs for quick searching across the entire Genesys Cloud. | |
New Relic, Inc. | USA | All Genesys Cloud customers. | Service monitoring and alerting platform: Mainly used to monitor the web, mobile applications and cloud infrastructures like EC2 instances with the support of custom-built plugins or agents. | |
CrowdStrike, Inc. | USA | All Genesys Cloud customers. | Security and monitoring – to look for malicious activity in the Genesys Cloud environment. |
Optional services, features, and functionalities — Across various services
Genesys Engage Cloud
| Sub processor | Location | Website | When applicable | Services |
|---|---|---|---|---|
Amazon Web Services, Inc. | In region (data center region selected by customer) | aws.amazon.com | For all Genesys customers. | Data Center for Engage Cloud, Genesys Cloud Hosting, AWS Microservices, Predicative Engagement Hosting. |
Microsoft, Inc. | In region (data center region selected by customer) | www.microsoft.com | Genesys Engage customers. | Azure – data center services. |
QuickPivot Corporation | USA | Genesys Engage customers that utilize the email campaign platform. | Outbound Email campaign platform. | |
mGage LLC | USA | Genesys Engage customers that utilize the SMS campaign platform. | Outbound SMS campaign platform. | |
CLX Communications | USA | Genesys Engage customers that utilize the SMS campaign platform. | Outbound SMS campaign platform. | |
Infobip | UK | Genesys Engage customers that utilize the SMS campaign platform. | Outbound SMS campaign platform. | |
Miratech | Ukraine | Genesys Engage customers that require Ukrainian language support. | Troubleshooting support. |
Genesys PureConnect Cloud and Premises support
| Sub processor | Location | Website | When applicable | Services |
|---|---|---|---|---|
CA Technologies | USA | Customers using PureConnect Cloud. | Monitoring and telemetry. | |
ServiceNow, Inc. | USA | Customers using PureConnect Cloud. | Asset management and change control. | |
Infosys | India, USA | Customers using PureConnect Cloud or PureConnect Premises. | Support and platform upkeep, maintenance, and operations for PureConnect Cloud and PureConnect Premises Support. |
Genesys Digital (formerly known as Bold360)
| Sub processor | Location | Website | When applicable | Services |
|---|---|---|---|---|
Equinix, Inc. and Switch, Inc. | United States* *New Customers may elect to have Content stored in the US or Europe **Only used for video chat transfer. | Customers that utilize Bold360. | Third-party co-location providers for BoldChat and Bold360. | |
Akamai Technologies, Inc. | Worldwide* *will connect user to the nearest edge server based on IP location. | Customers that utilize Bold360. | Global Traffic Management (GTM), DDoS Protection. | |
Amazon.com Inc., incl. Amazon Web Services | United States** **New customers may elect to have Content stored in the US, Europe, or India. | aws.amazon.com | Customers that utilize Bold360. | Cloud-hosting provider for specific Bold360 features. |
Microsoft Corp., incl. Azure | United States* *Tied to customer geo-location. | Customers that utilize Bold360. | Cloud hosting provider for remote control session recordings. | |
Lionbridge Technologies, Inc. (if enabled) | Worldwide* *Google Translate is an optional feature and Google does not store or maintain translations after conclusion of the processing operation. | Customers that utilize Bold360 (if enabled). | Translation functionality. | |
Twilio, Inc. (if enabled) | United States* *Lionbridge is an optional feature and does not store or maintain translations after conclusion of the processing operation. | Customers that utilize Bold360 (if enabled). | Translation functionality. |
Genesys affiliates (entities)
Genesys affiliates that may provide Genesys Care, platform support, analytics, security and development, depending on Customer’s region.
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