Genesys Sub-Processors
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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 example for troubleshooting and support. A sub-processor means a natural or legal person, public authority, agency or other body which processes personal data on behalf of Genesys.
Genesys may utilize sub-processors, depending on what services, features, and functionalities the customer utilizes. Additional sub-processors may be selected by customer in a customized environment, and if so, such sub-processor will be listed on this website or in a Statement of Work or Order Form. Customer acknowledges that their engagement of further services, features, and functionalities or signature of such statement of Work or Order form authorizes Genesys to use such sub-processors named therein or on this website. Note that third party integrations, such as AppFoundry, require a direct relationship between the third party and the customer.
The following sub-processors (along with their subsidiary companies) may be utilized, depending on what services, features and functionalities are selected by the customer.
Genesys Cloud default services
| Sub processor | Localización | Sitio web | When applicable | Servicios |
|---|---|---|---|---|
|
Amazon Web Services, Inc.
|
In region (data center region selected by customer) |
All Genesys Cloud customers. |
Genesys Cloud Hosting, AWS Microservices. |
|
|
Sumo Logic Inc. |
Typically same as deployed AWS region (European exception: For AWS European regions it is always Dublin, except AWS Frankfurt is Frankfurt). |
All Genesys Cloud customers. |
Log collection tool for collection and indexing of our service logs for quick searching across the entire Genesys Cloud. |
|
|
New Relic, Inc.
|
Estados Unidos |
All Genesys Cloud customers. |
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. |
|
|
CrowdStrike, Inc.
|
Estados Unidos |
All Genesys Cloud customers. |
Security and monitoring – to look for malicious activity in the Genesys Cloud environment. |
Optional services, features, and functionalities — Across various services
| Sub processor | Localización | Sitio web | When applicable | Servicios |
|---|---|---|---|---|
|
Microsoft Corp. |
Regiones de servicios de voz para las integraciones TTS y STT de Microsoft Azure Cognitive Services |
Genesys customers using Microsoft for Speech to Text (STT) or Text to Speech (TTS) services. This includes digital and voice bots. |
Speech to Text (STT) or Text to Speech (TTS) services. |
|
|
Google LLC |
https://help.mypurecloud.com/articles/aws-regions-for-google-cloud-tts-and-stt-integrations/ |
Genesys customers using Google for Speech to Text (STT) or Text to Speech (TTS) services. This includes digital and voice bots. |
Speech to Text (STT) or Text to Speech (TTS) services. |
| Sub processor | Localización | Sitio web | When applicable | Servicios |
|---|---|---|---|---|
|
Subsentio LLC |
For customers in US AWS regions processing takes place in the US. For customers in Canadian AWS regions processing takes place in Canada. For customers in EU and UK AWS regions processing takes place in Ireland. |
Genesys customers using Genesys Cloud Voice. |
Replying to law enforcement requests in relation to Genesys Cloud Voice. |
|
|
Intrado Life and Safety, Inc. |
Estados Unidos |
Genesys customers using Genesys Cloud Voice in the USA and Canada. |
Address validation, storing addresses and the associated phone numbers required for e911 services in US & Canada regions. |
|
|
Iconectiv LLC |
Estados Unidos |
Genesys customers using Genesys Cloud Voice in the USA and Canada. |
8MS manages Toll-Free routing in the national 800 database. It receives routing instructions for toll-free numbers. |
| Sub processor | Localización | Sitio web | When applicable | Servicios |
|---|---|---|---|---|
|
Bird.com, Inc. (fka MessageBird) |
EU (for all AWS regions in Europe, except Zurich), USA (for all other AWS regions). |
Genesys and hybrid customers that configure outbound domain for email campaigns or agentless emails. |
Omnichannel messaging software and API for teams and systems. |
|
|
Twilio, Inc. (including Zipwhip) Twilio Ireland Limited |
Estados Unidos |
Genesys customers that use SMS/MMS messaging. |
SMS/MMS messaging. |
|
|
Bandwidth, Inc. |
Estados Unidos |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS. |
|
|
Infobip Communications Inc |
Estados Unidos |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS. |
|
|
Kaleyra US Inc. (fka mGage) |
Estados Unidos |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS. |
|
|
NETNUMBER INC |
Estados Unidos |
netnumber.com |
Genesys customers that use SMS/MMS messaging. |
SMS vendor used to determine the wireless carriers of mobile numbers. |
|
Sinch America Inc. |
USA, Canada, Germany, Australia |
sinch.com |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS |
|
Vonage Business Inc. Vonage BV |
USA (for AWS regions Americas), Netherlands (for European AWS regions), Singapore (for AWS regions Asia Pacific). |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS. |
| Sub processor | Localización | Sitio web | When applicable | Servicios |
|---|---|---|---|---|
|
Docebo NA, Inc. |
Estados Unidos |
Genesys customers that utilize Genesys Beyond services. |
To allow the administration of learning programs for Genesys platforms. |
|
|
Kryterion, Inc. |
Estados Unidos |
Genesys customers that utilize Genesys Beyond services. |
To allow the testing of Genesys employees, partners and customers so they can become certified on Genesys products. |
|
|
Credly, Inc. |
Estados Unidos |
credly.com | Genesys customers that utilize Genesys Beyond services. |
Genesys platform certification badge upon completion of a Genesys certification exam. Badges can also be provided outside of the Beyond subscription. |
|
CloudShare, Inc. |
USA, Singapore, and the Netherlands |
www.cloudshare.com | Genesys customers that utilize Genesys Beyond services. |
To allow the creation and administration of virtual environments for learning programs for Genesys platforms. |
| Sub processor | Localización | Sitio web | When applicable | Servicios |
|---|---|---|---|---|
|
Snowflake Inc. |
HQ’ed in USA. Customer may deploy in EU region. |
Genesys customers utilizing Analytics as a Service (A3S). |
When A3S is used to review historical data, data is pulled via API to Snowflake and connects with the Customers own visual instrument (Data Warehouse for A3S). |
|
|
Elasticsearch, Inc. |
Estados Unidos |
Genesys customers utilizing Analytics as a Service (A3S). |
When A3S is used in real- time, customer data is hosted real-time in Elasticsearch, with a logically separated instance, using Kabana as the front end. |
| Sub processor | Localización | Sitio web | When applicable | Servicios |
|---|---|---|---|---|
|
SalesForce.com, Inc. |
Estados Unidos |
www.salesforce.com |
Genesys customers utilizing Genesys care. |
Genesys customer care/support ticketing system. |
|
Itochu Techno-Solutions Corporation |
Japón |
www.salesforce.com |
Genesys customers submitting Japanese language care tickets. |
Provides Japanese language translation to our care teams. |
|
Microsoft Corp. |
Estados Unidos |
www.microsoft.com |
All Genesys Cloud customers using MS tools to communicate with Genesys in case of care tickets (email escalation). |
Microsoft Office tools used to communicate with customers. |
| Sub processor | Localización | Sitio web | When applicable | Servicios |
|---|---|---|---|---|
|
Gainsight, Inc. |
Estados Unidos |
www.gainsight.com |
Genesys customers with an assigned CSM/TAM or who chose to interact with an onboarding specialist. |
Tool for CSM, TAM and onboarding specialists to track customer interactions and journey. |
|
Okta Inc. |
Estados Unidos |
www.okta.com |
Genesys customers who log in to auxiliary functionalities/services (such as Care, Beyond Training or other Apps). |
Log in and access management tool across functionalities/services (such as Care, Beyond Training or other Apps). |
Genesys Engage Cloud
| Sub processor | Localización | Sitio web | When applicable | Servicios |
|---|---|---|---|---|
|
Amazon Web Services, Inc. |
En la región (región del centro de datos seleccionada por el cliente) |
aws.amazon.com |
Para todos los clientes de Genesys. |
Data Center for Engage Cloud, Genesys Cloud Hosting, AWS Microservices, Predicative Engagement Hosting. |
|
Microsoft, Inc. |
En la región (región del centro de datos seleccionada por el cliente) |
www.microsoft.com |
Clientes de Genesys Engage. |
Azure – data center services. |
|
Corporación QuickPivot |
Estados Unidos |
Genesys Engage a los clientes que utilizan la plataforma de campañas de correo electrónico. |
Outbound Email campaign platform. |
|
|
mGage LLC |
Estados Unidos |
Clientes de Genesys Engage que utilizan la plataforma de campañas de SMS. |
Outbound SMS campaign platform. |
|
|
Comunicaciones CLX |
Estados Unidos |
Clientes de Genesys Engage que utilizan la plataforma de campañas de SMS. |
Outbound SMS campaign platform. |
|
|
Infobip |
Reino Unido |
Clientes de Genesys Engage que utilizan la plataforma de campañas de SMS. |
Outbound SMS campaign platform. |
|
|
Miratech |
Ucrania |
Clientes de Genesys Engage que requieren soporte en ucraniano. |
Troubleshooting support. |
Genesys PureConnect Cloud and Premises support
| Sub processor | Localización | Sitio web | When applicable | Servicios |
|---|---|---|---|---|
|
Tecnologías CA |
Estados Unidos |
Clientes que utilizan PureConnect Cloud. |
Monitoring and telemetry. |
|
|
ServiceNow, Inc. |
Estados Unidos |
Clientes que utilizan PureConnect Cloud. |
Asset management and change control. |
|
|
Infosys |
India, Estados Unidos |
Customers using PureConnect Cloud or PureConnect Premises. |
Support and platform upkeep, maintenance, and operations for PureConnect Cloud and PureConnect Premises Support. |
Genesys Digital (formerly known as Bold360)
| Sub processor | Localización | Sitio web | When applicable | Servicios |
|---|---|---|---|---|
|
Equinix, Inc. y Switch, Inc. |
Estados Unidos* *New Customers may elect to have Content stored in the US or Europe **Only used for video chat transfer. |
Clientes que utilizan Bold360. |
Third-party co-location providers for BoldChat and Bold360. |
|
|
Akamai Technologies, Inc. |
En todo el mundo* *will connect user to the nearest edge server based on IP location. |
Clientes que utilizan Bold360. |
Global Traffic Management (GTM), DDoS Protection. |
|
|
Amazon.com Inc., incl. Servicios web de Amazon |
Estados Unidos** **New customers may elect to have Content stored in the US, Europe, or India. |
aws.amazon.com |
Clientes que utilizan Bold360. |
Cloud-hosting provider for specific Bold360 features. |
|
Microsoft Corp., incl. Azur |
Estados Unidos* *Tied to customer geo-location. |
Clientes que utilizan Bold360. |
Cloud hosting provider for remote control session recordings. |
|
|
Lionbridge Technologies, Inc. (si está habilitado) |
En todo el mundo* *Google Translate is an optional feature and Google does not store or maintain translations after conclusion of the processing operation. |
|
Clientes que utilizan Bold360 (si está habilitado). |
Translation functionality. |
|
Twilio, Inc. (si está habilitado) |
Estados Unidos* *Lionbridge is an optional feature and does not store or maintain translations after conclusion of the processing operation. |
|
Clientes que utilizan Bold360 (si está habilitado). |
Translation functionality. |
Genesys affiliates (entities)
Genesys affiliates that may provide Genesys Care, platform support, analytics, security and development, depending on Customer’s region.
| Nombre | País |
|---|---|
|
Genesys Europe B.V. |
Países Bajos |
|
Genesys Cloud Services B.V. fka Genesys Telecommunications Laboratories B.V. |
Países Bajos |
|
Genesys International B.V. |
Países Bajos |
|
Genesys Cloud Services France |
Francia |
|
Genesys Cloud Services Sweden AB |
Suecia |
|
Genesys Cloud Services Germany GmbH |
Alemania |
|
Genesys Cloud Services Ireland Limited |
Ireland |
|
Genesys Telecommunications Laboratories S.L. |
España |
|
Genesys Cloud Services S.r.l. |
Italia |
|
Genesys Cloud Services Czech s.r.o. |
República Checa |
|
Genesys Cloud Services Hungary Kft |
Hungary |
|
Genesys International B.V. – Portugal Branch |
Portugal |
|
Genesys Telecommunications Laboratories Sp. zoo |
Polonia |
| Nombre | País |
|---|---|
|
With EU adequacy decision: |
|
|
Laboratorios de telecomunicaciones Genesys SRL |
Argentina |
|
Genesys Cloud Services Corp. fka Genesys Laboratories Canada Inc. |
Canadá |
|
Genesys Labs Ltd., Exceed.AI Ltd. |
Israel |
|
Genesys Cloud Services K.K. |
Japón |
|
Genesys Cloud Services New Zealand Limited |
Nueva Zelanda |
|
Genesys International B.V. – Switzerland Branch |
Suiza |
|
Genesys Telecommunications Laboratories – Europe Limited |
United Kingdom |
|
Without EU adequacy decision: |
|
|
Genesys Cloud Services, Inc. |
Estados Unidos |
|
Genesys Cloud Services Pty. Ltd. |
Australia |
|
Genesys Serviços Cloud Ltda. |
Brasil |
|
Genesys Chile SpA |
Chile |
|
Laboratorios de Telecomunicaciones Genesys Colombia Ltda. |
Colombia |
|
Genesys Telecom Labs India Private Limited, Genesys Telecom Labs India Private Limited, Radarr Technologies India Pvt. Ltd |
India |
|
Genesys Cloud Services Malaysia Sdn. Bhd. |
Malasia |
|
Laboratorios de Telecomunicaciones Genesys S. de RL de CV |
México |
|
PT Genesys Cloud Services Indonesia |
Indonesia |
|
GENESYS CLOUD SERVICES PERU S.R.L. |
Perú |
|
Genesys Cloud Services Cayman Ltd. – Philippine Branch |
Philippines |
|
Branch of Genesys Cloud Services Inc. Middle East for Business Services |
Arabia Saudita |
|
Genesys Cloud Services Singapore Pte. Ltd., Radarr Technologies Pte. Ltd. |
Singapur |
|
Genesys Cloud Services (PTY) Limited |
Sudáfrica |
|
Genesys Korea LLC |
Corea del Sur |
|
Genesys Turkey Cloud Software Services LLC |
pavo |
|
Genesys International BV - Sucursal de Dubai |
Emiratos Árabes Unidos |
|
Interactive Inteligence Latin America, C.A. |
Venezuela |
| Fecha de modificación (AAAA-MM-DD) |
Revisión |
|---|---|
| 2025-12-22 | Restructured sub processor list based on services, features, and functionalities. |
| 2025-11-04 | Se ha corregido un error en la lista del sitio web de PCA Predict (GBG). |
| 2025-06-18 | Se han eliminado los DataBricks de la sección Genesys Cloud, WEM 2.0, Predictive Engagement y Genesys Hybrid Services. |
| 2025-03-24 | Subprocesadores definidos en el segundo párrafo. |
| 2024-06-11 | Se han eliminado las referencias a Zendesk, alias Smooch, de la lista de subprocesadores para Genesys Cloud y Bold360, ya que Genesys ya no los utiliza. |
| 2023-06-26 | En Genesys Cloud, WEM 2.0, Predictive Engagement y Genesys Hybrid Services, se ha eliminado Threat Stack y se ha añadido CrowdStrike. |
| 2022-05-19 | Se ha eliminado la "Sociedad de Responsabilidad Limitada "Genesys Telecommunications Laboratories" en el país de Rusia de la sección, Afiliada de Genesys (entidades) que pueden proporcionar soporte y mantenimiento, dependiendo de la región del cliente. |
| 2021-09-10 | Formatos de tabla actualizados, tabla Genesys Digital (fka Bold360) agregada y otras actualizaciones. |
| 2021-05-06 | Se eliminó la lista de Participación predictiva y se movió una fila a la tabla Todas las plataformas. |
| 2021-03-15 | Se actualizaron algunos nombres de entidades afiliadas a Genesys. |
