Genesys Sub-Processors

AI-generated summary

Genesys Cloud employs a comprehensive network of third-party sub-processors to deliver its platform services across voice, messaging, training, analytics, and customer engagement capabilities. Sub-processors are entities that process personal data on behalf of Genesys, with their engagement dependent on the specific services and features selected by customers. For core infrastructure, Genesys Cloud utilizes Amazon Web Services and Microsoft Azure as regional data center providers across customer-selected regions. Default operational services include Sumo Logic for log collection and indexing, New Relic for service monitoring and alerting, and CrowdStrike for security monitoring and malicious activity detection. Premise services operate on customer-controlled systems, while Genesys may share personal data with affiliated entities for troubleshooting and support purposes. Voice services integrate multiple specialized providers: Eleven Labs for text-to-speech functionality, Subsentio LLC for region-specific voice processing, Intrado Life and Safety, Inc. for law enforcement request handling, Iconectiv LLC for e911 address validation and toll-free routing, and NETNUMBER INC for wireless carrier identification. Optional speech-to-text and text-to-speech capabilities are provided by Microsoft, Google, Deepgram, and Eleven Labs, with processing locations varying by customer region. Messaging services are delivered through Bird.com/MessageBird for omnichannel email and messaging, and multiple SMS/MMS providers including Twilio/Zipwhip, Bandwidth Inc., Infobip Communications, Kaleyra US Inc., Sinch America Inc., and Vonage Business Inc., each with region-specific processing capabilities. Training services through Genesys Beyond utilize Docebo NA, Inc. for learning administration, Kryterion, Inc. for certification testing, Credly, Inc. for badge issuance, and CloudShare, Inc. for virtual environment creation. Analytics as a Service leverages Snowflake Inc. for data warehouse processing and Elasticsearch, Inc. for analytics capabilities, with Kibana serving as the front-end interface. Additional integrations include Salesforce.com for customer care ticketing, Okta for authentication and access management, Gainsight for customer success management, and Akamai Technologies for global traffic management and DDoS protection. Genesys Engage Cloud incorporates QuickPivot for email campaigns and mGage, CLX Communications, and Infobip for SMS delivery. PureConnect deployments utilize CA Technologies for monitoring, ServiceNow for asset management, and Infosys for platform maintenance. Genesys Digital employs Equinix and Switch as co-location providers with Amazon Web Services and Microsoft Azure for cloud hosting. Optional translation features through Google Translate and Lionbridge do not retain translations after processing. The platform operates through a global network of Genesys affiliates providing support across multiple regions, including EU-based entities in the Netherlands, France, Sweden, Germany, Ireland, Spain, Italy, Czech Republic, Hungary, and Poland, alongside non-EU affiliates in countries with and without EU adequacy decisions. Customer authorization of additional services constitutes consent for Genesys to engage corresponding sub-processors as documented on the website or in contractual documentation. Documentation has been maintained with revision history tracking updates through June 2023, including security tooling modifications and removal of deprecated service providers.

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	Location	Website	When applicable	Services
Amazon Web Services, Inc.	In region (data center region selected by customer)	aws.amazon.com	All Genesys Cloud customers.	Genesys Cloud Hosting and other AWS services.
Sumo Logic Inc.	Sumo Logic processing locations for Genesys AWS deployment regions.	www.sumologic.com	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.	USA	www.newrelic.com	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.	USA	www.crowdstrike.com	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

Bots and STT/TTSClick to expand

Sub processor	Location	Website	When applicable	Services
Microsoft Corp.	Speech service regions for the Microsoft Azure Cognitive Services TTS and STT integrations https://datacenters.microsoft.com/globe/explore/	azure.microsoft.com	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	/articles/aws-regions-for-google-cloud-tts-and-stt-integrations/ https://cloud.google.com/about/locations/	cloud.google.com	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.
Deepgram Inc.	For customers hosted in the Canada, Mexico, Brazil & USA Genesys AWS regions, the corresponding Deepgram region is US. For customers hosted in the Sydney (ap-southeast-2) Genesys AWS region, the corresponding Deepgram region is AU. For customers hosted in all other Genesys AWS regions, the corresponding Deepgram region is EU.	https://deepgram.com/	Genesys customers using Deepgram for speech to text in Agentic Virtual Agent, bot flows or call flows	Speech to text for Agentic Virtual Agent, bot flows and call flows.
Eleven Labs Inc.	For customers hosted in Canada, Mexico, Brazil & USA Genesys AWS regions the corresponding Eleven Labs region is the USA. For customers hosted in all other Genesys AWS regions the corresponding Eleven Labs region is the EU.	https://elevenlabs.io/	Genesys customers using Elevenlabs for text to speech in Agentic Virtual Agent, bot flows or call flows	Text to speech for Agentic Virtual Agent, bot flows and call flows.

Genesys Cloud VoiceClick to expand

Sub processor	Location	Website	When applicable	Services
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.	www.subsentio.com	Genesys customers using Genesys Cloud Voice.	Replying to law enforcement requests in relation to Genesys Cloud Voice.
Intrado Life and Safety, Inc.	USA	www.intrado.com	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	USA	8ms.iconectiv.com/	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

Location

Website

When applicable

Services

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.

www.subsentio.com

Genesys customers using Genesys Cloud Voice.

Replying to law enforcement requests in relation to Genesys Cloud Voice.

Intrado Life and Safety, Inc.

USA

www.intrado.com

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

USA

8ms.iconectiv.com/

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.

Messaging servicesClick to expand

Sub processor	Location	Website	When applicable	Services
Bird.com, Inc. (fka MessageBird)	EU (for all AWS regions in Europe, except Zurich), USA (for all other AWS regions).	sendbird.com	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	USA	www.twilio.com	Genesys customers that use SMS/MMS messaging.	SMS/MMS messaging.
Bandwidth, Inc.	USA	www.bandwidth.com	Genesys customers that use SMS/MMS messaging.	SMS and MMS.
Infobip Communications Inc	USA	www.infobip.com	Genesys customers that use SMS/MMS messaging.	SMS and MMS.
Kaleyra US Inc. (fka mGage)	USA	www.tatacommunications.com/kaleyra	Genesys customers that use SMS/MMS messaging.	SMS and MMS.
NETNUMBER INC	USA	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).	www.vonage.com	Genesys customers that use SMS/MMS messaging.	SMS and MMS.

Genesys Beyond trainingClick to expand

Sub processor	Location	Website	When applicable	Services
Docebo NA, Inc.	USA	www.docebo.com	Genesys customers that utilize Genesys Beyond services.	To allow the administration of learning programs for Genesys platforms.
Kryterion, Inc.	USA	www.kryteriononline.com	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.	USA	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.

A3S analyticsClick to expand

Sub processor	Location	Website	When applicable	Services
Snowflake Inc.	In region (data center region selected by customer)	www.snowflake.com	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.	USA	www.elastic.co	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.

Support/CareClick to expand

Sub processor	Location	Website	When applicable	Services
SalesForce.com, Inc.	USA	www.salesforce.com	Genesys customers utilizing Genesys care.	Genesys customer care/support ticketing system.
Itochu Techno-Solutions Corporation	Japan	https://www.ctc-g.co.jp/en/	Genesys customers submitting Japanese language care tickets.	Provides Japanese language translation to our care teams.
Microsoft Corp.	USA	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.

Other services, features, and functionalitiesClick to expand

Sub processor	Location	Website	When applicable	Services
Gainsight, Inc.	USA	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.	USA	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	Location	Website	When applicable	Services
Amazon Web Services, Inc.	In region (data center region selected by customer)	aws.amazon.com	For all Genesys customers.	Data Center for Engage Cloud, Genesys Cloud Hosting, AWS Microservices, Predicative Engagement Hosting.
Microsoft, Inc.	In region (data center region selected by customer)	www.microsoft.com	Genesys Engage customers.	Azure – data center services.
QuickPivot Corporation	USA	www.quickpivot.com	Genesys Engage customers that utilize the email campaign platform.	Outbound Email campaign platform.
mGage LLC	USA	www.mgage.com	Genesys Engage customers that utilize the SMS campaign platform.	Outbound SMS campaign platform.
CLX Communications	USA	www.clxcommunications.com	Genesys Engage customers that utilize the SMS campaign platform.	Outbound SMS campaign platform.
Infobip	UK	www.infobip.com	Genesys Engage customers that utilize the SMS campaign platform.	Outbound SMS campaign platform.
Miratech	Ukraine	www.miratechgroup.com	Genesys Engage customers that require Ukrainian language support.	Troubleshooting support.

Genesys PureConnect Cloud and Premises support

Sub processor	Location	Website	When applicable	Services
CA Technologies	USA	www.ca.com	Customers using PureConnect Cloud.	Monitoring and telemetry.
ServiceNow, Inc.	USA	www.servicenow.com	Customers using PureConnect Cloud.	Asset management and change control.
Infosys	India, USA	www.infosys.com	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	Location	Website	When applicable	Services
Equinix, Inc. and Switch, Inc.	United States* Europe* Australia** New Customers may elect to have Content stored in the US or Europe *Only used for video chat transfer.	www.equinix.com	Customers that utilize Bold360.	Third-party co-location providers for BoldChat and Bold360.
Akamai Technologies, Inc.	Worldwide* *will connect user to the nearest edge server based on IP location.	www.akamai.com	Customers that utilize Bold360.	Global Traffic Management (GTM), DDoS Protection.
Amazon.com Inc., incl. Amazon Web Services	United States Europe India New customers may elect to have Content stored in the US, Europe, or India.	aws.amazon.com	Customers that utilize Bold360.	Cloud-hosting provider for specific Bold360 features.
Microsoft Corp., incl. Azure	United States* Europe* *Tied to customer geo-location.	www.microsoft.com	Customers that utilize Bold360.	Cloud hosting provider for remote control session recordings.
Lionbridge Technologies, Inc. (if enabled)	Worldwide* *Google Translate is an optional feature and Google does not store or maintain translations after conclusion of the processing operation.		Customers that utilize Bold360 (if enabled).	Translation functionality.
Twilio, Inc. (if enabled)	United States* *Lionbridge is an optional feature and does not store or maintain translations after conclusion of the processing operation.		Customers that utilize Bold360 (if enabled).	Translation functionality.

Genesys affiliates (entities)

Genesys affiliates that may provide Genesys Care, platform support, analytics, security and development, depending on Customer’s region.

Genesys affiliates in EU countriesClick to expand

Name	Country
Genesys Europe B.V.	Netherlands
Genesys Cloud Services B.V. fka Genesys Telecommunications Laboratories B.V.	Netherlands
Genesys International B.V.	Netherlands
Genesys Cloud Services France	France
Genesys Cloud Services Sweden AB	Sweden
Genesys Cloud Services Germany GmbH	Germany
Genesys Cloud Services Ireland Limited	Ireland
Genesys Telecommunications Laboratories S.L.	Spain
Genesys Cloud Services S.r.l.	Italy
Genesys Cloud Services Czech s.r.o.	Czech Republic
Genesys Cloud Services Hungary Kft	Hungary
Genesys International B.V. – Portugal Branch	Portugal
Genesys Telecommunications Laboratories Sp. z o.o.	Poland

Genesys affiliates in non-EU countriesClick to expand

Name	Country
With EU adequacy decision:
Genesys Telecommunications Laboratories S.R.L.	Argentina
Genesys Cloud Services Corp. fka Genesys Laboratories Canada Inc.	Canada
Genesys Labs Ltd., Exceed.AI Ltd.	Israel
Genesys Cloud Services K.K.	Japan
Genesys Cloud Services New Zealand Limited	New Zealand
Genesys International B.V. – Switzerland Branch	Switzerland
Genesys Telecommunications Laboratories – Europe Limited	United Kingdom
Without EU adequacy decision:
Genesys Cloud Services, Inc.	USA
Genesys Cloud Services Pty. Ltd.	Australia
Genesys Serviços Cloud Ltda.	Brazil
Genesys Chile SpA	Chile
Genesys Telecommunications Laboratories 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.	Malaysia
Genesys Telecommunications Laboratories S. de R.L. de C.V.	Mexico
PT Genesys Cloud Services Indonesia	Indonesia
GENESYS CLOUD SERVICES PERU S.R.L.	Peru
Genesys Cloud Services Cayman Ltd. – Philippine Branch	Philippines
Branch of Genesys Cloud Services Inc. Middle East for Business Services	Saudi Arabia
Genesys Cloud Services Singapore Pte. Ltd., Radarr Technologies Pte. Ltd.	Singapore
Genesys Cloud Services (PTY) Limited	South Africa
Genesys Korea LLC	South Korea
Genesys Turkey Cloud Software Services LLC	Turkey
Genesys International B.V. – Dubai Branch	United Arab Emirates

Revision historyClick to expand

Modified date (YYYY-MM-DD)	Revision
2026-09-29	Removed Interactive Intelligence Latin America, C.A. – Venezuela from the “Genesys affiliates (entities) list.
2026-09-02	Under Optional services, features, and functionalities, updated Deepgram with this addition: For customers hosted in the Sydney (ap-southeast-2) Genesys AWS region, the corresponding Deepgram region is AU.
2026-07-13	Added Deepgram and Eleven Labs to the Bots and STT/TTS section.
2026-03-11	Corrected format issue.
2026-01-16	In Genesys Cloud default services, added link in Sumo Logic to Sumo Logic processing locations for Genesys AWS deployment regions article.
2025-12-22	Restructured sub processor list based on services, features, and functionalities. Supplemented the Genesys affiliates (entities) section.
2025-11-04	Corrected an error in the PCA Predict (GBG) website listing.
2025-06-18	Removed DataBricks from the Genesys Cloud, WEM 2.0, Predictive Engagement, and Genesys Hybrid Services section.
2025-03-24	Defined subprocessors in the second paragraph.
2024-06-11	Removed references to Zendesk, fka Smooch from the subprocessor list for Genesys Cloud and Bold360, as Genesys no longer uses them.
2023-06-26	Under Genesys Cloud, WEM 2.0, Predictive Engagement, and Genesys Hybrid Services, removed Threat Stack and added CrowdStrike.
2022-05-19	Removed “Limited Liability Company “Genesys Telecommunications Laboratories” in the Country of Russia from the section, Genesys Affiliate (entities) that may provide support and maintenance, depending on Customer’s region.
2021-09-10	Updated table formats, added Genesys Digital (fka Bold360) table, and other updates.
2021-05-06	Removed the Predictive Engagement list and moved one row to the All Platforms table.
2021-03-15	Updated some Genesys Affiliate entity names.

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