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Genesys Cloud Trust Center Security Multi-layered security designed to safeguard your data and operations Contact sales Worry-free protection at every step Genesys follows an ISO-based information security management system (ISMS) built on informed oversight, risk management, consistent practices, rigorous audits and continuous feedback. AI security Our artificial intelligence (AI) governance team brings together key functions to ensure legal, ethical and security risks are addressed. Product security Our secure-by-design approach includes risk reviews at every stage of product development. Operational security We protect your data and operations with multi-layered security and real-time monitoring. Organizational security Our security-first culture aligns people, processes and technology to safeguard your business. AI security Genesys Cloud™ AI-powered features follow our standard secure software development lifecycle and adhere to the same security and compliance requirements shared by all Genesys Cloud applications. As part of our risk management processes, our cross-functional AI governance team conducts AI/model risk reviews to identify AI-specific threats and establish appropriate safeguards and controls. We align our practices with leading AI governance and compliance frameworks as part of our commitment to trustworthy AI. Product security We follow secure-by-design principles, integrating security into every stage of our product lifecycle. Our development process includes a full risk assessment by our dedicated security team prior to release. Data security Genesys Cloud uses industry-standard encryption to protect the confidentiality, integrity and availability of customer data — ensuring it’s encrypted both in transit and at rest. We use TLS 1.2 or higher to protect data in transit and AES-256 encryption for data at rest. Both meet FIPS 197 and FIPS 140-2 standards. For added protection, organizations can encrypt sensitive recordings, including transcripts, using their own Amazon Key Management Service (KMS) keys or local key manager (LCM) keys. Application security Security is embedded in every stage of the software development lifecycle (SDLC) at Genesys. In the design stage, we apply practices like threat modeling and security-focused design reviews. In development, our teams use secure coding techniques and undergo mandatory peer code reviews. Before release, code undergoes testing against security standards such as the OWASP Top 10 and SANS Top 25. Post deployment, ongoing application scanning checks for new vulnerabilities, misconfigurations or exposure to known threats. Identity and access management Genesys Cloud identity and access management (IAM) security measures work together to strengthen protection, minimize risk and prevent unauthorized access. Customers are responsible for managing user access controls within Genesys Cloud. Administrators can enforce multifactor authentication (MFA), define password complexity, enable single sign-on (SSO) and configure IP whitelisting for enhanced security. To ensure proper access control, Genesys Cloud utilizes both role-based access control (RBAC) and attribute-based access control (ABAC). RBAC enforces the principle of least privilege by granting users only the permissions necessary for their job function. Access is granularly managed through roles, permissions and divisions to maintain segregation. ABAC evaluates subject, object or environment attributes to determine access. It works alongside RBAC and divisions to provide more granularity and flexibility in access control. System audit logs track critical changes, providing visibility into user actions and supporting compliance efforts. Operational security We host the Genesys Cloud platform in secure Amazon Web Services (AWS) data centers. Our security team utilizes a defense in depth strategy to monitor and protect against malicious activity across all layers of our cloud operations. Network security Genesys Cloud leverages the AWS secure infrastructure, strengthening it with industry standard network security controls designed to protect customer data. We follow AWS best practices for security groups, load balancers and routing configurations to ensure secure, efficient and reliable network services. Each production environment is logically isolated within a virtual private cloud (VPC) for enhanced security. All connections between the Genesys Cloud VPC, browsers, mobile apps and other components are encrypted via HTTPS/TLS with AES-256 encryption, ensuring secure data transmission over the public internet. Additionally, authorized customer data connections between Genesys Cloud and third parties are conducted using secure methods and protocols (e.g., HTTPS, TLS, SFTP). Threat detection and prevention Genesys continuously scans for security threats using penetration testing, pre-deployment testing and industry-leading tools. Our host and network based intrusion detection systems provide real-time alerts on suspicious activity. We also employ file integrity monitoring (FIM), anti-malware solutions and access monitoring to proactively detect and mitigate potential threats. Physical security AWS provides physical data center security. Controls include perimeter security such as fencing, walls, security staff, video surveillance and intrusion detection systems. Authorized staff must pass two-factor authentication to access data center floors. Full compliance documentation is publicly available on the AWS Cloud Compliance site. Organizational security We have a security-first culture where everyone plays a role. We continually invest in strengthening our security posture through employee training, policy updates and ongoing technology modernization. Governance oversight Genesys employs a dedicated Information Security and Compliance team focused on security, auditing, compliance and risk management. This team collaborates with the Security Steering Committee for oversight and governance and works cross-functionally to enforce the Cloud Security Policy. Furthermore, all employees and contractors must complete training, with annual recertification, to review key principles and tenets involving cybersecurity, privacy and compliance. See why customers trust Genesys “Given that our clients are under increasing scrutiny regarding data protection, the ISO/IEC 27001 certification gives our clients the confidence that their brand reputation, as well as ours, is protected. The Genesys platform was a key part of this certification.” Michael Curtin Chief Executive Officer, Digicall Assist Read the story “Our long-term strategy was to move to a true public cloud platform with a single interface and open APIs for tight CRM integration and PCI compliance, which we couldn’t accommodate with our old system.” Rebekah Avill Head of Commercial Systems, JPIMedia Read the story “The Genesys customers we spoke with said it was the best decision they had made. After a short time using the Genesys Cloud platform, we can see why.” Carl-Petter Udvang Product Manager at Lowell Norway Read the story Stronger security through shared responsibility Security is a collaborative effort between Genesys, our partners — including AWS — and our customers. Together, we share our expertise and resources to ensure secure operations and reduce risk. Learn more about Genesys Cloud trust datasheet Genesys Cloud security and compliance overview datasheet Genesys Cloud encryption technologies and methods Whitepaper Hardening the Genesys Cloud Environment - Customer Guide Questions? We’re here to help. If you still have questions about Genesys Cloud security, privacy and compliance practices — let’s connect. Thank you for your interest. A Genesys representative will be in contact with you shortly.