Genesys data processing

AI-generated summary

Genesys Cloud provides comprehensive Data Processing Agreement (DPA) templates that govern personal data processing between parties across different geographical and organizational contexts. The platform offers multiple DPA template options for Direct Customers, including Intra EU (for EU/EEA entities), Extra EU (for entities outside EU/EEA), Intra EU France (specific to French entities), and Extra EU BPO versions. Partner templates are similarly available in Intra EU and Extra EU versions for use within Partner Network Agreements, with template selection based on specific commercial and geographical requirements. Watermarked versions are provided for review purposes only, while executable copies require a contract lifecycle management (CLM) request from the legal team. The system has undergone significant revisions since March 2023, including DPA template updates, removal of signature boxes, addition of new BPO Extra EU DPA sections, and creation of the specialized Intra EU France template. Genesys Cloud supports users through comprehensive resources including community help options, feedback mechanisms, and links to legal documentation covering privacy policies, security, compliance, and data processing agreements. The platform incorporates advanced features such as agent selection processes, predictive routing during KPI processing phases, and Function data actions integration capabilities. Users can access detailed release notes for the Genesys Cloud Function data actions integration and review specific limitations of this integration feature, while additional resources address security compliance requirements and data handling procedures to ensure proper governance and regulatory adherence.

Direct customers

In the tabs below you will find the different templates of Data Processing Agreements, which set out the rules and conditions that the parties will comply with when processing personal data in the framework of a given service agreement. Each template shall be selected according to the particular needs corresponding to the commercial agreement.

Note: The watermarked agreements are for review only. To receive an executable copy from the legal team, open a contract lifecycle management (CLM) request.

Intra EUClick to expand

Extra EUClick to expand

Intra EU FranceClick to expand

Extra EU BPOClick to expand

Intra EU - ESRClick to expand

Partners

In the tabs below you will find the different templates of Data Processing Agreements, which set out the rules and conditions that the parties will comply with when processing personal data in the framework of a Partner Network Agreement. Each template shall be selected according to the particular needs, such as the geographical circumstances of the agreement.

Note: The watermarked agreements are for review only. To receive an executable copy from the legal team, open a consumer lifecycle management (CLM) request.

Intra EUClick to expand

Extra EUClick to expand

Intra EU - ESRClick to expand

Data Processing Agreements as referenced in the Genesys Cloud Agreement

The relevant Data Processing Agreements detailed in the tabs below shall apply as per the terms of the Genesys Cloud Services Agreement (or other executed contract that references the same), unless the parties have separately executed a different agreement in respect of data processing.

Genesys BPO Data Processing AddendumClick to expand

Genesys Customer Data Processing AddendumClick to expand

Genesys Partner Data Processing AddendumClick to expand

Revision historyClick to expand

Modified date (YYYY-MM-DD)	Revision
2026-07-20	Added Direct Customer DPA for ESR and Indirect Partner DPA for ESR.
2026-03-09	Added new section, Data Processing Agreements as referenced in the Genesys Cloud Agreement, and included corresponding agreements.
2026-01-13	Updated direct and partner Intra EU and Extra EU DPA. Added new section for BPO Extra EU DPA.
2025-12-09	Added new tab under Direct customers for Intra EU France.
2025-12-08	Added notes to Direct customers and Partners sections to provide information about the watermarked agreement and instructions about opening a CLM request.
2025-06-22	Removed the signature box in the Customer and Partner Intra EU DPAs.
2025-04-20	Updated existing DPA templates.
2023-03-21	Published article.

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