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) |
For all Genesys customers. |
Data Center for Engage Cloud, Genesys Cloud Hosting, AWS Microservices, Predicative Engagement Hosting |
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SalesForce.com, Inc. |
USA |
For all Genesys customers. |
Account information for the Customer (contact details within our CRM) and Genesys customer care/support ticketing system |
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|
DocuSign |
USA |
For all Genesys customers. |
Contract signature tool only used during contract signature process. |
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Subsentio |
Ireland |
Customers using Genesys Telco Services. |
Replying to law enforcement requests for Genesys Telcom Services |
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|
Microsoft, Inc. |
USA |
All customers. |
Microsoft office tools used to communicate with customers. For Dialog Engine Bot Flow users and Voice transcription, the services will use Azure Site Recovery and Speech to Text and Text to Speech. For bots, enhanced STT/TTS is based on language selection. English uses Google. All other languages use Microsoft. |
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|
Zendesk, fka Smooch |
USA |
All customers using Genesys for SMS services. |
Messaging services |
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Infosys |
India, USA |
Customers using PureConnect Cloud or PureConnect Premise. |
Support and platform upkeep, maintenance, and operations for PureConnect Cloud and PureConnect Premise Support |
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|
USA |
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 Modeling, Data Analytics For Dialog Engine Bot Flow users, the services will use Speech to Text and Text to Speech. For bots, enhanced STT/TTS is based on language selection. English uses Google. All other languages use Microsoft. |
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Facebook, Inc. (Parent of Facebook & WhatsApp) |
USA |
Customers that utilize Social Hub integration. |
Used as part of Social Media Messaging for Face book & WhatsApp |
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www.whatsapp.com |
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|
USA |
www.twitter.com |
Customers that utilize Social Hub integration. |
Social media messaging |
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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) |
Genesys Engage customers. |
Azure – data center services |
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|
QuickPivot Corporation |
USA |
Genesys Engage customers that utilize the email campaign platform. |
Outbound Email campaign platform |
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|
mGage LC |
USA |
Genesys Engage customers that utilize the SMS campaign platform. |
Outbound SMS campaign platform |
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CLX Communications |
USA |
Genesys Engage customers that utilize the SMS campaign platform. |
Outbound SMS campaign platform |
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Infobip |
UK |
Genesys Engage customers that utilize the SMS campaign platform. |
Outbound SMS campaign platform |
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|
Miratech |
Ukraine |
Genesys Engage customers that require Ukrainian language support. |
Troubleshooting support |
Genesys PureConnect Cloud
| Subprocessor | Region | Website | When Applicable | Services |
|---|---|---|---|---|
|
CA Technologies |
USA |
Customers using PureConnect Cloud. |
Monitoring and telemetry |
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|
ServiceNow, Inc. |
USA |
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 |
Customers using Genesys Cloud. |
Log collection tool: To collect and index our service logs for quick searching across the entire Genesys Cloud and Common systems for troubleshooting purposes. |
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CrowdStrike |
USA |
Customers using Genesys Cloud. |
Security and monitoring – to look for malicious attacks on Genesys Cloud. |
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New Relic |
USA |
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. |
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PCA Predict (GBG) |
USA |
Customers using Genesys Cloud that use address verification for Genesys Telco. |
Address verification for Genesys Telco (Cloud Voice) |
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Twilio |
USA |
Customers using Genesys Cloud that use SMS messaging. |
SMS messaging |
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DataBricks |
USA |
Customers using Predictive Engagement. |
Data Analytics |
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 |
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SAP Litmos |
USA |
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Kryterion, Inc. |
USA |
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Credly, Inc. |
USA |
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Skytap, Inc. |
USA |
Genesys Digital (fka Bold360)
| Subprocessor | Region | 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 |
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|
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 |
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Amazon.com Inc., incl. Amazon Web Services |
United States** **New customers may elect to have Content stored in the US, Europe, or India |
Customers that utilize Bold360. |
Cloud-hosting provider for specific Bold360 features |
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|
Microsoft Corp., incl. Azure |
United States* *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 |
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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 |
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Genesys Cloud Services Hungary Kft |
Hungary |
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Genesys Europe B.V. |
Netherlands |
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Genesys Cloud Services B.V. fka Genesys Telecommunications Laboratories B.V. |
Netherlands |
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Genesys International B.V. |
Netherlands |
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Genesys International B.V. – Dubai Branch |
United Arab Emirates |
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Genesys Cloud Services K.K. fka Genesys Japan Co. Ltd. |
Japan |
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Genesys Cloud Services Pty. Ltd. fka Genesys Laboratories Australasia Pty. Ltd. |
Australia |
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Genesys Cloud Services Corp. fka Genesys Laboratories Canada Inc. |
Canada |
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Genesys Laboratories Sdn. Bhd. |
Malaysia |
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Genesys Serviços Cloud Ltda. fka Genesys Laboratórios de Telecomunicações Ltda. |
Brazil |
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Genesys Labs Ltd. |
Israel |
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Genesys Telecom Labs India Private Limited |
India |
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Genesys Telecommunications Laboratories |
France |
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Genesys Telecommunications Laboratories (PTY) Limited |
South Africa |
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Genesys Telecommunications Laboratories – Europe Limited |
United Kingdom |
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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 |
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Genesys Telecommunications Laboratories Limited |
New Zealand |
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Genesys Telecommunications Laboratories Limited |
Ireland |
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Genesys Telecommunications Laboratories LLC |
South Korea |
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Genesys Telecommunications Laboratories Ltd. – Philippine Branch |
Philippines |
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Genesys Telecommunications Laboratories S. de R.L. de C.V. |
Mexico |
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Genesys Telecommunications Laboratories S.L. |
Spain |
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Genesys Telecommunications Laboratories S.r.l. |
Italy |
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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 |
|---|---|
| June 26, 2023 |
Under Genesys Cloud, WEM 2.0, Predictive Engagement, and Genesys Hybrid Services, removed Threat Stack and added CrowdStrike. |
| 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. |
