Genesys Subprocessors

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 troubleshooting and support. 

Genesys may utilize subprocessors, depending on what services, features, and functionality the customer utilizes. Additional subprocessors may be selected by customer in a customized environment, and if so such subprocessor will be listed in a Statement of Work or Order Form. Customer acknowledges that signature of such statement of Work or Order form constitutes written consent for use of such subprocessor named therein. Note that third party integrations, such as AppFoundry, require a direct relationship between the third party and the customer.

The following subprocessors (along with its subsidiary companies) may be utilized, depending on what services and functionality is selected by the customer.

Across Various Services

Subprocessor Region Website When Applicable Services

Amazon Web Services, Inc.

In region (data center region selected by customer)

www.amazon.com

For all Genesys customers.

Data Center for Engage Cloud, Genesys Cloud Hosting, AWS Microservices, Predicative Engagement Hosting

SalesForce.com, Inc.

USA

www.salesforce.com

For all Genesys customers.

Account information for the Customer (contact details within our CRM) and Genesys customer care/support ticketing system

DocuSign

USA

www.DocuSign.com

For all Genesys customers.

Contract signature tool only used during contract signature process.

Subsentio

Ireland

www.subsentio.com

Customers using Genesys Telco Services.

Replying to law enforcement requests for Genesys Telcom Services

Microsoft, Inc.

USA

www.microsoft.com

All customers.

Microsoft office tools used to communicate with customers.

Zendesk, fka Smooch

USA

www.smooch.io

All customers using Genesys for SMS services.

Messaging services

Infosys

India, USA

www.infosys.com

Customers using PureConnect Cloud or PureConnect Premise.

Support and platform upkeep, maintenance, and operations for PureConnect Cloud and PureConnect Premise Support

Google

USA

www.google.com

Customers using Google integrations with Genesys Engage or Genesys PureConnect.

Used for the following purposes: Dialogflow, Speech to text, Text to Speech, Agent Assist, Topic Modelling, Data Analytics

Facebook, Inc. (Parent of Facebook & WhatsApp)

USA

www.Facebook.com

Customers that utilize Social Hub integration.

Used as part of Social Media Messaging for Face book & WhatsApp

www.whatsapp.com

Twitter

USA

www.twitter.com

Customers that utilize Social Hub integration.

Social media messaging

Apple Inc.

USA

www.apple.com

Customers that utilize Apple Business Chat.

Apple Business Chat. Hub ingests messages from ABC and transmits messages to ABC, on behalf of the Customer. This includes normalization and checking for errors during transmission. Genesys does not maintain permanent storage of message content.

 

Genesys Engage Cloud

Subprocessor Region Website When Applicable Services

Microsoft, Inc.

In region (data center region selected by customer)

www.microsoft.com

Genesys Engage customers.

Azure – data center services

QuickPivot Corporation

USA

www.quickpivot.com

Genesys Engage customers that utilize the email campaign platform.

Outbound Email campaign platform

mGage LC

USA

www.mgage.com

Genesys Engage customers that utilize the SMS campaign platform.

Outbound SMS campaign platform

CLX Communications

USA

www.clxcommunications.com

Genesys Engage customers that utilize the SMS campaign platform.

Outbound SMS campaign platform

Infobip

UK

www.infobip.com

Genesys Engage customers that utilize the SMS campaign platform.

Outbound SMS campaign platform

Miratech

Ukraine

www.miratechgroup.com

Genesys Engage customers that require Ukrainian language support.

Troubleshooting support

 

Genesys PureConnect Cloud

Subprocessor Region Website When Applicable Services

CA Technologies

USA

www.ca.com

Customers using PureConnect Cloud.

Monitoring and telemetry

ServiceNow, Inc.

USA

www.servicenow.com

Customers using PureConnect Cloud.

Asset management and change control

 

Genesys Cloud, WEM 2.0, Predictive Engagement, and Genesys Hybrid Services

Subprocessor Region Website When Applicable Services

Sumo Logic

USA

www.sumologic.com

Customers using Genesys Cloud.

Log collection tool: To collect and index our service logs for quick searching across the entire PureCloud and Common systems for troubleshooting purposes.

Alert Logic

USA

www.alertlogic.com

Customers using Genesys Cloud.

Security and monitoring – to look for malicious attacks on PureCloud.

Threat Stack

USA

www.threatstack.com

Customers using Genesys Cloud.

Security and monitoring – to look for malicious attacks on PureCloud. t.

New Relic

USA

www.newrelic.com

Customers using Genesys Cloud.

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. 

PCA Predict (GBG)

USA

www.gbcplc.com

Customers using Genesys Cloud that use address verification for Genesys Telco.

Address verification for Genesys Telco (Cloud Voice)

Twilio

USA

www.twilio.com

Customers using Genesys Cloud that use SMS messaging.

SMS messaging

DataBricks

USA

www.databricks.com

Customers using Predictive Engagement.

Data Analytics

Rollbar

USA

www.rollbar.com

Customers using Predictive Engagement.

Application Error Monitoring

DataDog

USA

www.datadog.com

Customers using Predictive Engagement.

Server performance monitoring

 

Genesys Beyond

Subprocessor Region Website When Applicable Services

Docebo, S.p.A.

Italy and USA

www.docebo.com

Customers that utilize Genesys Beyond services Training courses marketing & communication to Genesys prospects, customers

SAP Litmos

USA

www.litmos.com

Kryterion, Inc.

USA

www.kryteriononline.com

Credly, Inc.

USA

www.youracclaim.com

Skytap, Inc.

USA

www.skytap.com

 

Genesys Digital (fka Bold360)

Subprocessor Region Website When Applicable Services

Equinix, Inc. and Switch, Inc.

United States*
Europe*
Australia**

*New Customers may elect to have Content stored in the US or Europe

**Only used for video chat transfer

https://www.equinix.com/

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

https://www.akamai.com/

Customers that utilize Bold360.

Global Traffic Management (GTM), DDoS Protection

Amazon.com Inc., incl. Amazon Web Services

United States**
Europe**
India**

**New customers may elect to have Content stored in the US, Europe, or India

www.amazon.com

Customers that utilize Bold360.

Cloud-hosting provider for specific Bold360 features

Microsoft Corp., incl. Azure

United States*
Europe*

*Tied to customer geo-location

www.microsoft.com

Customers that utilize Bold360.

Cloud hosting provider for remote control session recordings

Zendesk, Inc., incl. Smooch (if enabled)

United States*

*Smooch is an optional feature and does not store or maintain Customer Content after conclusion of the processing operation

 

Customers that utilize Bold360 (if enabled).

Multi-channel communications provider

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 Affiliate (entities) that may provide support and maintenance, depending on Customer’s region

Name Country

Genesys Chile SpA

Chile

Genesys Cloud Services Hungary Kft

Hungary

Genesys Europe B.V.

Netherlands

Genesys Cloud Services B.V. fka Genesys Telecommunications Laboratories B.V.

Netherlands

Genesys International B.V.

Netherlands

Genesys International B.V. – Dubai Branch

United Arab Emirates

Genesys Cloud Services K.K. fka Genesys Japan Co. Ltd.

Japan

Genesys Cloud Services Pty. Ltd. fka Genesys Laboratories Australasia Pty. Ltd.

Australia

Genesys Cloud Services Corp. fka Genesys Laboratories Canada Inc.

Canada

Genesys Laboratories Sdn. Bhd.

Malaysia

Genesys Serviços Cloud Ltda. fka Genesys Laboratórios de Telecomunicações Ltda.

Brazil

Genesys Labs Ltd.

Israel

Genesys Telecom Labs India Private Limited

India

Genesys Telecommunications Laboratories

France

Genesys Telecommunications Laboratories (PTY) Limited

South Africa

Genesys Telecommunications Laboratories – Europe Limited

United Kingdom

Genesys Telecommunications Laboratories AB

Sweden

Genesys Telecommunications Laboratories Asia Pte Ltd

Singapore

Genesys Telecommunications Laboratories Colombia Ltda

Colombia

Genesys Telecommunications Laboratories, Inc. – Saudi Arabia Branch

Saudi Arabia

Genesys Telecommunications Laboratories GmbH

Germany

Genesys Telecommunications Laboratories Limited

New Zealand

Genesys Telecommunications Laboratories Limited

Ireland

Genesys Telecommunications Laboratories LLC

South Korea

Genesys Telecommunications Laboratories Ltd. – Philippine Branch

Philippines

Genesys Telecommunications Laboratories S. de R.L. de C.V.

Mexico

Genesys Telecommunications Laboratories S.L.

Spain

Genesys Telecommunications Laboratories S.r.l.

Italy

Genesys Telecommunications Laboratories S.R.L.

Argentina

Genesys Telecommunications Laboratories s.r.o.

Czech Republic

Genesys Telecommunications Laboratories Sp. z o.o.

Poland

Genesys Cloud Services, Inc. fka Genesys Telecommunications Laboratories, Inc.

United States

 

Date Revision
May 19, 2022

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.

September 10, 2021 Updated table formats, added Genesys Digital (fka Bold360) table, and other updates. 
May 6, 2021 Removed the Predictive Engagement list and moved one row to the All Platforms table.
March 15, 2021 Updated some Genesys Affiliate entity names.