Privacy policy


This Privacy Policy outlines our practices for collecting, using, maintaining, protecting and disclosing Customer Data, including Personal Data, through PureCloud, and what we do with that information. Additionally this Privacy Policy describes the privacy principles followed by Genesys Telecommunications Laboratories, Inc. (“Genesys”) with respect to transfers of Personal Data (defined below) from the European Economic Area and from Switzerland to the United States and addresses our European Union/Swiss – U.S. Safe Harbor Privacy Statement.  If you have questions about this Privacy Policy, or how we respect your information, contact us at privacy@genesys.com.

What Personal Data does Genesys collect through the PureCloud services?

In general, PureCloud collects information that your organization already stores by connecting with services such as Active Directory and Customer Relationship Management (CRM) software. Additionally, you may choose to provide information to PureCloud, such as through importing your own information from third party websites, uploading files, screensharing, video or audio calls, or chat messages.  

Genesys will only collect Personal Data (such as your name, address, telephone number, or email address, employer name, employer address or products and operating systems you use) when it is voluntarily made available to us by you or your organization.

How may we use Personal Data collected through the PureCloud services?

We will use this information to provide PureCloud services to you.  For example, we may allow you to share files you provide to use with other members of your organization.  As another example, we may allow you to share your screen with other members of your organization.

We will also use this information to comply with your request for information. For example, if you request technical support assistance, we may ask who you are, which services you are using, and in what computer system environment you are using the services in order to respond to your request as efficiently and effectively as possible. If you are interested in signing up for one of our Webinars, the Personal Data you provide to us will enable us to tailor the Webinar more closely to your specific needs. In addition, from time to time, we may refer to your Personal Data to better understand your needs and how we can improve our products and services. We may use that information to contact you.

We will not sell or otherwise transfer the Personal Data you provide via PureCloud to any third party unless (1) otherwise disclosed to you when you submit your information; (2) in connection with the sale of all or substantially all of the assets of a business division of Genesys, a line of Genesys’s business or Interactive Intelligence’s entire business or merger with another company; (3) to provide needed information to our Agents, resellers, partners and contractors who may provide products and/or services to you; (4) as necessary for processing your credit card transactions or support transactions; or (5) for compliance with possible legal or governmental disclosure requirements. We do not rent, sell or otherwise share information that we gather about our website visitors with outside parties. The bottom line is that all the information that you provide to us will remain with Interactive Intelligence and/or its Agents, resellers, contractors and alliance partners.

We provide links to third party Internet sites strictly as a service to you. Your Personal Data is not shared with these third party Internet sites. However, Genesys is not responsible for the privacy practices of third party Internet sites. If you visit any third party Internet sites you should read the privacy policy of each Internet site that you visit.

We use information in aggregate form to track the total number of visitors to our websites, the number of visitors to each page of our websites, and the domain names of our visitors’ Internet service providers. No Personal Data is revealed to us in this process.

How may you direct or restrict the use of your information?

Certain features, such as screensharing and video chat, allow users to direct the use of their information.  For example, when you initiate a screensharing session, you may choose what aspects of your screen to share, who can view those aspects of your screen, and when you want to stop sharing your screen.  Your screen will not be shared with users that you do not choose, and aspects of your screen that you choose not to be shared at all will not be shared with any other users.

We will provide you with the opportunity to opt out of (1) any disclosure of your Personal Data to any third party that is not authorized to receive such data (e.g. our Agents); or (2) the use of that data for a purpose other than the purpose for which it was originally collected from, or subsequently authorized by you.

Some Personal Data is considered Sensitive Personal Data, such as any Personal Data that reveals race, ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, information that concerns health or sex life, and information about criminal or administrative proceedings and sanctions. We will not disclose Sensitive Personal Data to a third party that is not our Agent or use Sensitive Personal Data for a purpose other than the purpose for which it was originally collected from, or subsequently authorized by, you unless we have received your affirmative and explicit consent to do so (opt-in).

For additional information regarding how you may restrict the use of your Personal Data please contact us at privacy@inin.com.

What steps will we take before transferring your information to third parties?

PureCloud uses third-party data processors (Agents) around the world to provide certain services, such as a cloud processing, monitoring, and troubleshooting. During the course of their services, the Agents may process Personal Data provided by Genesys, on its behalf and under its instruction.  We will obtain assurances from our Agents that they will safeguard Personal Data in accordance with this Privacy Policy.

Such assurances may include:

  • Requiring our Agent to provide at least the same level of protection as is required under the Safe Harbor Principles;
  • Requiring our Agent to comply with appropriate certain governmental data protection regulations, such as EU Directive 95/46/EC on the protection of individuals with regard to the processing of personal data and on the free movement of such data, or findings of adequacy by the European Commission under Article 25(6) of Data Protection Directive; or,
  • Requiring our Agent to have their own safe harbor certification.

How can you access or correct information held about you?

Upon request, we will provide you with reasonable access to the Personal Data that we hold about you except where the burden or expense of providing this access would be disproportionate to the risks to your privacy in the case in question, or where the rights of persons other than you would be violated by the provision of such access.

We will take reasonable steps to enable you to correct, amend or delete Personal Data related to you in our possession and control that is inaccurate or incomplete.

How will your information be protected?

Genesys is committed to protecting the Personal Data entrusted to us. We have implemented appropriate physical, electronic and administrative procedures to safeguard and secure this information from loss, misuse, unauthorized access or disclosure, alteration and destruction.

We will take special care to ensure the security of Sensitive Personal Data. We will use Personal Data only in a way that is compatible with and relevant to the purpose for which it was collected or authorized by you or for other compatible purposes.

To the extent necessary for those purposes, we will take reasonable steps to ensure that Personal Data is relevant to its intended use, accurate, complete, current and reliable for its intended use.

What information may be gathered from children?

The Sites are not intended or designed to attract children under the age of 13. Genesys does not collect personally identifiable data from any person it knows to be under the age of 13.

What are cookies and how are they used?

Some pages within the Sites may use a technology called “cookies”. A cookie is a token that a server gives to your browser when you access an Internet website. Cookies are capable of storing many types of data. Cookies help provide additional functionality to the Sites or to help us analyze site usage more accurately. In all cases in which cookies are used, the cookie will not collect Personal Data except with your explicit permission.

How will we ensure compliance with this policy?

We will conduct compliance audits of our privacy practices to verify compliance with this Privacy Policy.

Any Genesys employee that we determine has acted in violation of this Privacy Policy will be subject to disciplinary action up to and including termination of employment.

Any questions or concerns regarding our use or disclosure of Personal Data should be addressed to the Genesys legal department at the address given below.

We will investigate and attempt to resolve any complaints and disputes regarding the use and disclosure of Personal Data in accordance with the provisions of this Privacy Policy.

Please contact privacy@inin.com with any questions or concerns.

What is the Genesys Safe Harbor Policy?

Genesys self-certifies compliance with the US-EU and US-Swiss Safe Harbor Frameworks.

For Personal Data relating to employees, consumers, customers, and investors that is transferred to PureCloud from the European Economic Area and/or Switzerland, Genesys has committed to handling such personal information in accordance with the U.S.-EU Safe Harbor Framework and the U.S.-Swiss Safe Harbor Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal information from European Union member countries and Switzerland.

The Safe Harbor Principles enable Genesys to satisfy the EU requirement set out in the EU Data Protection Directive that personal information transferred from the EEA to the United States be adequately protected. Genesys has certified that it adheres to the Safe Harbor Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement.

To learn more about the Safe Harbor program, and to view our certification, please visit http://export.gov/safeharbor.

Changes to this Privacy Policy

Any changes we make to this Privacy Policy will be posted on this page. If we make material changes to how we treat the Personal Data that falls within the scope of our Privacy Policy, we will notify you by email to the email address specified in your account or through a notice in the PureCloud services.

The date the Privacy Policy was last revised is identified at the top of the page. You are responsible for ensuring we have an up-to-date, active and deliverable email address for you, and for periodically visiting the Site and this Privacy Policy to check for any changes.

Who should you contact if you have any questions concerning this Privacy Policy or the Sites?

We encourage you to contact us to inform us of any complaints or disputes you may have regarding the use of your Personal Data. We will investigate the matter and attempt to resolve the issue quickly.

If your dispute cannot be resolved by us internally, we agree to dispute resolution with the EU and Swiss data protection authorities (DPAs). We will cooperate with the DPAs in the investigation and resolution of complaints brought under the Safe Harbor and we agree to comply with any advice given by the DPAs where the DPAs take the view that the organization needs to take specific action to comply with the Safe Harbor Principles.

Please contact us at privacy@inin.com with any questions or concerns you may have about this Privacy Policy or our use of your Personal Data. If you would like to provide feedback about what you like about our Sites or how our Sites could be more useful to you, please contact us at info@inin.com, or call us at: 317.872.3000.