Genesys Sub-Processors
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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). |
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
| Sub processor | Location | Website | When applicable | Services |
|---|---|---|---|---|
|
Microsoft Corp. |
Speech service regions for the Microsoft Azure Cognitive Services TTS and STT integrations |
Genesys customers using Microsoft for Speech to Text (STT) or Text to Speech (TTS) services. This includes digital and voice bots. |
Speech to Text (STT) or Text to Speech (TTS) services. |
|
|
Google LLC |
https://help.mypurecloud.com/articles/aws-regions-for-google-cloud-tts-and-stt-integrations/ |
Genesys customers using Google for Speech to Text (STT) or Text to Speech (TTS) services. This includes digital and voice bots. |
Speech to Text (STT) or Text to Speech (TTS) services. |
| Sub processor | Location | Website | When applicable | Services |
|---|---|---|---|---|
|
Subsentio LLC |
For customers in US AWS regions processing takes place in the US. For customers in Canadian AWS regions processing takes place in Canada. For customers in EU and UK AWS regions processing takes place in Ireland. |
Genesys customers using Genesys Cloud Voice. |
Replying to law enforcement requests in relation to Genesys Cloud Voice. |
|
|
Intrado Life and Safety, Inc. |
USA |
Genesys customers using Genesys Cloud Voice in the USA and Canada. |
Address validation, storing addresses and the associated phone numbers required for e911 services in US & Canada regions. |
|
|
Iconectiv LLC |
USA |
Genesys customers using Genesys Cloud Voice in the USA and Canada. |
8MS manages Toll-Free routing in the national 800 database. It receives routing instructions for toll-free numbers. |
| Sub processor | Location | Website | When applicable | Services |
|---|---|---|---|---|
|
Bird.com, Inc. (fka MessageBird) |
EU (for all AWS regions in Europe, except Zurich), USA (for all other AWS regions). |
Genesys and hybrid customers that configure outbound domain for email campaigns or agentless emails. |
Omnichannel messaging software and API for teams and systems. |
|
|
Twilio, Inc. (including Zipwhip) Twilio Ireland Limited |
USA |
Genesys customers that use SMS/MMS messaging. |
SMS/MMS messaging. |
|
|
Bandwidth, Inc. |
USA |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS. |
|
|
Infobip Communications Inc |
USA |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS. |
|
|
Kaleyra US Inc. (fka mGage) |
USA |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS. |
|
|
NETNUMBER INC |
USA |
netnumber.com |
Genesys customers that use SMS/MMS messaging. |
SMS vendor used to determine the wireless carriers of mobile numbers. |
|
Sinch America Inc. |
USA, Canada, Germany, Australia |
sinch.com |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS |
|
Vonage Business Inc. Vonage BV |
USA (for AWS regions Americas), Netherlands (for European AWS regions), Singapore (for AWS regions Asia Pacific). |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS. |
| Sub processor | Location | Website | When applicable | Services |
|---|---|---|---|---|
|
Docebo NA, Inc. |
USA |
Genesys customers that utilize Genesys Beyond services. |
To allow the administration of learning programs for Genesys platforms. |
|
|
Kryterion, Inc. |
USA |
Genesys customers that utilize Genesys Beyond services. |
To allow the testing of Genesys employees, partners and customers so they can become certified on Genesys products. |
|
|
Credly, Inc. |
USA |
credly.com | Genesys customers that utilize Genesys Beyond services. |
Genesys platform certification badge upon completion of a Genesys certification exam. Badges can also be provided outside of the Beyond subscription. |
|
CloudShare, Inc. |
USA, Singapore, and the Netherlands |
www.cloudshare.com | Genesys customers that utilize Genesys Beyond services. |
To allow the creation and administration of virtual environments for learning programs for Genesys platforms. |
| Sub processor | Location | Website | When applicable | Services |
|---|---|---|---|---|
|
Snowflake Inc. |
HQ’ed in USA. Customer may deploy in EU region. |
Genesys customers utilizing Analytics as a Service (A3S). |
When A3S is used to review historical data, data is pulled via API to Snowflake and connects with the Customers own visual instrument (Data Warehouse for A3S). |
|
|
Elasticsearch, Inc. |
USA |
Genesys customers utilizing Analytics as a Service (A3S). |
When A3S is used in real- time, customer data is hosted real-time in Elasticsearch, with a logically separated instance, using Kabana as the front end. |
| Sub processor | Location | Website | When applicable | Services |
|---|---|---|---|---|
|
SalesForce.com, Inc. |
USA |
www.salesforce.com |
Genesys customers utilizing Genesys care. |
Genesys customer care/support ticketing system. |
|
Itochu Techno-Solutions Corporation |
Japan |
www.salesforce.com |
Genesys customers submitting Japanese language care tickets. |
Provides Japanese language translation to our care teams. |
|
Microsoft Corp. |
USA |
www.microsoft.com |
All Genesys Cloud customers using MS tools to communicate with Genesys in case of care tickets (email escalation). |
Microsoft Office tools used to communicate with customers. |
| Sub processor | Location | Website | When applicable | Services |
|---|---|---|---|---|
|
Gainsight, Inc. |
USA |
www.gainsight.com |
Genesys customers with an assigned CSM/TAM or who chose to interact with an onboarding specialist. |
Tool for CSM, TAM and onboarding specialists to track customer interactions and journey. |
|
Okta Inc. |
USA |
www.okta.com |
Genesys customers who log in to auxiliary functionalities/services (such as Care, Beyond Training or other Apps). |
Log in and access management tool across functionalities/services (such as Care, Beyond Training or other Apps). |
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.
| Name | Country |
|---|---|
|
Genesys Europe B.V. |
Netherlands |
|
Genesys Cloud Services B.V. fka Genesys Telecommunications Laboratories B.V. |
Netherlands |
|
Genesys International B.V. |
Netherlands |
|
Genesys Cloud Services France |
France |
|
Genesys Cloud Services Sweden AB |
Sweden |
|
Genesys Cloud Services Germany GmbH |
Germany |
|
Genesys Cloud Services Ireland Limited |
Ireland |
|
Genesys Telecommunications Laboratories S.L. |
Spain |
|
Genesys Cloud Services S.r.l. |
Italy |
|
Genesys Cloud Services Czech s.r.o. |
Czech Republic |
|
Genesys Cloud Services Hungary Kft |
Hungary |
|
Genesys International B.V. – Portugal Branch |
Portugal |
|
Genesys Telecommunications Laboratories Sp. z o.o. |
Poland |
| Name | Country |
|---|---|
|
With EU adequacy decision: |
|
|
Genesys Telecommunications Laboratories S.R.L. |
Argentina |
|
Genesys Cloud Services Corp. fka Genesys Laboratories Canada Inc. |
Canada |
|
Genesys Labs Ltd., Exceed.AI Ltd. |
Israel |
|
Genesys Cloud Services K.K. |
Japan |
|
Genesys Cloud Services New Zealand Limited |
New Zealand |
|
Genesys International B.V. – Switzerland Branch |
Switzerland |
|
Genesys Telecommunications Laboratories – Europe Limited |
United Kingdom |
|
Without EU adequacy decision: |
|
|
Genesys Cloud Services, Inc. |
USA |
|
Genesys Cloud Services Pty. Ltd. |
Australia |
|
Genesys Serviços Cloud Ltda. |
Brazil |
|
Genesys Chile SpA |
Chile |
|
Genesys Telecommunications Laboratories Colombia Ltda |
Colombia |
|
Genesys Telecom Labs India Private Limited, Genesys Telecom Labs India Private Limited, Radarr Technologies India Pvt. Ltd |
India |
|
Genesys Cloud Services Malaysia Sdn. Bhd. |
Malaysia |
|
Genesys Telecommunications Laboratories S. de R.L. de C.V. |
Mexico |
|
PT Genesys Cloud Services Indonesia |
Indonesia |
|
GENESYS CLOUD SERVICES PERU S.R.L. |
Peru |
|
Genesys Cloud Services Cayman Ltd. – Philippine Branch |
Philippines |
|
Branch of Genesys Cloud Services Inc. Middle East for Business Services |
Saudi Arabia |
|
Genesys Cloud Services Singapore Pte. Ltd., Radarr Technologies Pte. Ltd. |
Singapore |
|
Genesys Cloud Services (PTY) Limited |
South Africa |
|
Genesys Korea LLC |
South Korea |
|
Genesys Turkey Cloud Software Services LLC |
Turkey |
|
Genesys International B.V. – Dubai Branch |
United Arab Emirates |
|
Interactive Inteligence Latin America, C.A. |
Venezuela |
| Modified date (YYYY-MM-DD) |
Revision |
|---|---|
| 2025-12-22 | Restructured sub processor list based on services, features, and functionalities. |
| 2025-11-04 | Corrected an error in the PCA Predict (GBG) website listing. |
| 2025-06-18 | Removed DataBricks from the Genesys Cloud, WEM 2.0, Predictive Engagement, and Genesys Hybrid Services section. |
| 2025-03-24 | Defined subprocessors in the second paragraph. |
| 2024-06-11 | Removed references to Zendesk, fka Smooch from the subprocessor list for Genesys Cloud and Bold360, as Genesys no longer uses them. |
| 2023-06-26 | Under Genesys Cloud, WEM 2.0, Predictive Engagement, and Genesys Hybrid Services, removed Threat Stack and added CrowdStrike. |
| 2022-05-19 | Removed “Limited Liability Company “Genesys Telecommunications Laboratories” in the Country of Russia from the section, Genesys Affiliate (entities) that may provide support and maintenance, depending on Customer’s region. |
| 2021-09-10 | Updated table formats, added Genesys Digital (fka Bold360) table, and other updates. |
| 2021-05-06 | Removed the Predictive Engagement list and moved one row to the All Platforms table. |
| 2021-03-15 | Updated some Genesys Affiliate entity names. |
