SubProcessorsGenesys Subprocessors
Cloud Communications
Genesys Cloud operates as a comprehensive cloud platform built primarily on AWS infrastructure, integrating multiple sub-processors to deliver a wide range of communication, analytics, and security services.
| Name | Category | Purpose | Country | Data Processed |
|---|---|---|---|---|
| Amazon Web Services ↗ | Cloud Infrastructure | Genesys Cloud Hosting and other AWS services. | In region (data center region selected by customer) | Personal data for hosting services |
| Sumo Logic ↗ | Analytics | Log collection tool for collection and indexing of our service logs for quick searching across the entire Genesys Cloud. | Sumo Logic processing locations for Genesys AWS deployment regions. | Service logs |
| New Relic ↗ | Monitoring | 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. |  USA |
Monitoring data |
| CrowdStrike ↗ | Security | Security and monitoring – to look for malicious activity in the Genesys Cloud environment. | USA |
Security data |
| Microsoft ↗ | Cloud Infrastructure | Speech to Text (STT) or Text to Speech (TTS) services. | Speech service regions for the Microsoft Azure Cognitive Services | Speech data |
| Google ↗ | Cloud Infrastructure | Speech to Text (STT) or Text to Speech (TTS) services. | Various regions | Speech data |
| Subsentio ↗ | Compliance | Replying to law enforcement requests in relation to Genesys Cloud Voice. | USA |
Law enforcement data |
| Intrado Life and Safety ↗ | Safety | Address validation, storing addresses and the associated phone numbers required for e911 services in US & Canada regions. | USA |
Address and phone number data |
| Iconectiv ↗ | Telecommunications | 8MS manages Toll-Free routing in the national 800 database. It receives routing instructions for toll-free numbers. | USA |
Routing data |
| Bird.com (formerly MessageBird) ↗ | Messaging | Omnichannel messaging software and API for teams and systems. | EU and USA | Messaging data |
| Twilio ↗ | Communications | SMS/MMS messaging. | USA |
SMS/MMS data |
| Bandwidth ↗ | Communications | SMS and MMS. | USA |
SMS/MMS data |
| Infobip ↗ | Communications | SMS and MMS. | USA |
SMS/MMS data |
| Kaleyra ↗ | Communications | SMS and MMS. | USA |
SMS/MMS data |
| NETNUMBER ↗ | Telecommunications | SMS vendor used to determine the wireless carriers of mobile numbers. | USA |
Carrier data |
| Sinch ↗ | Communications | SMS and MMS. | USA, Canada, Germany, Australia | SMS/MMS data |
| Vonage ↗ | Communications | SMS and MMS. | USA, Netherlands, Singapore | SMS/MMS data |
| Docebo ↗ | Education | To allow the administration of learning programs for Genesys platforms. | USA |
Learning program data |
| Kryterion ↗ | Education | To allow the testing of Genesys employees, partners and customers so they can become certified on Genesys products. | USA |
Testing data |
| Credly ↗ | Education | Genesys platform certification badge upon completion of a Genesys certification exam. | USA |
Certification data |
| CloudShare ↗ | Education | To allow the creation and administration of virtual environments for learning programs for Genesys platforms. | USA, Singapore, Netherlands | Virtual environment data |
| Snowflake ↗ | Data Platform | When A3S is used to review historical data, data is pulled via API to Snowflake and connects with the Customers own visual instrument. | USA |
Historical data |
| Elasticsearch ↗ | Search | When A3S is used in real-time, customer data is hosted real-time in Elasticsearch. | USA |
Real-time data |
| Salesforce ↗ | CRM | Genesys customer care/support ticketing system. | USA |
Support ticket data |
| Itochu Techno-Solutions ↗ | IT Services | Provides Japanese language translation to our care teams. |  Japan |
Translation data |
| Gainsight ↗ | Customer Success | Tool for CSM, TAM and onboarding specialists to track customer interactions and journey. | USA |
Customer interaction data |
| Okta ↗ | Authentication | Log in and access management tool across functionalities/services. | USA |
Access management data |
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Summary
27
Total Subprocessors
12
Countries
16
Categories
78%
in United States
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Subprocessors by Category
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