How does Genesys Cloud Voice work?

After an organization enables Genesys Cloud Voice, the Genesys Cloud Voice administrator purchases new phone numbers or ports existing phone numbers to the service. They can then assign phone numbers to users, IVRs, managed phones, or campaigns.

When you use Genesys Cloud Voice with a phone, it securely connects over the public Internet to the nearest available Genesys Cloud Voice region. After the phone connects to the Genesys Cloud Voice region, the phone authenticates and registers with the customer’s Genesys Cloud services. TLS encryption secures the communications between the phone and Genesys Cloud Voice service.

Service Details

Genesys hosts our Genesys Cloud Voice offering within the Amazon Web Services platform. Genesys Cloud Voice has Carrier Services, Security, and Voice Quality as high priorities. To that end, the Genesys Cloud Voice service includes various features to maximize quality and resilience.

Carrier services

Genesys Cloud Voice regions are designed to maximize performance and ensure network connectivity, and include the following items:

  • Multiple PSTN voice carriers with connections across multiple AWS availability zones.


Genesys Cloud Voice includes the following security features:

  • Phones—Genesys Cloud Voice encrypts traffic between physical and virtual phones using Transport Layer Security (TLS) and Secure Real-time Transport Protocol (SRTP).

  • Carriers—Genesys Cloud Voice encrypts traffic between carriers where possible.

  • Genesys Cloud Platform—Traffic between Genesys Cloud Voice regions, zones, and Genesys Cloud uses Transport Layer Security (TLS) encryption.

  • Customer Data and Access—Systems in Genesys Cloud Voice comply with SSAE-16 policies including security patching, antivirus, and host IDs.