Supported security, privacy, and AI standards

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Genesys Cloud supports comprehensive industry-standard security, privacy, and AI practices with global certifications across multiple regulatory frameworks. The platform holds PCI DSS certification for payment card data protection, SOC 1 Type 2 and SOC 2 Type 2 certifications under SSAE 18 and ISAE 3000 standards for independent verification of control design and operating effectiveness, and ISO 27001:2022 certification demonstrating implementation of an information security management system (ISMS) with applied ISO 27002:2013 controls. ISO 27017:2015 extends security controls to cloud environments, while ISO 27018:2019 addresses cloud privacy requirements for Personally Identifiable Information (PII). ISO 42001:2023 certification establishes an Artificial Intelligence Management System (AIMS) for responsible AI development and deployment. Additional certifications include CSA CAIQ for SaaS security control transparency, C5 for baseline cloud security compliance in EMEA regions, and HIPAA in the Americas for health information security. These certifications collectively demonstrate adherence to operational controls and compliance requirements across financial, security, privacy, and artificial intelligence domains. The platform documentation notes regional availability limitations, with certain features unavailable in the US-East-2 FedRAMP region, though a roadmap for expansion exists. Documentation includes a feedback mechanism enabling users to report issues such as inaccurate, incomplete, or outdated content, and to indicate whether content addressed their questions or provided valuable insights. Users can specify their role during feedback submission and are directed to community support for additional assistance. Related resources include security policy, privacy policy, AI , voice transcript functionality, and pricing information, with acknowledgment of the Genesys Cloud privacy policy required when submitting feedback

Genesys Cloud supports various industry standard security, privacy, and AI practices and operational controls. It is certified to meet the requirements of several industry-specific standards listed below:

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Industry Standards / Certifications	Genesys Cloud Support	Region	Description
PCI DSS	Yes	Global	Payment Card Industry Data Security Standards. PCI DSS is the globally recognized standard for security policies, technologies, and ongoing processes that protect payment systems from breaches and theft of cardholder data.
SOC 1 Type 2	Yes	Global	SOC 1 Type 2 is an independent report on management’s description of the Genesys Cloud CX platform and on the suitability of the design and operating effectiveness of controls in accordance with SSAE 18. SOC 1 reports are primarily concerned with controls that are relevant for the financial reporting of customers.
SOC 2 Type 2	Yes	Global	SOC 2 Type 2 is an independent report on the description of the Genesys Cloud CX platform and on the suitability of the design and operating effectiveness of its controls relevant to security, availability, and integrity, pursuant to SOC 2 Type 2 examination under ISAE 3000.
ISO 27001:2022	Yes	Global **	ISO 27001:2022 is a globally recognized standard for an information security management system (ISMS). Achieving the certification demonstrates the application of the ISMS principles, as well as the application of ISO 27002:2013 controls to secure and protect organizational data within the scope of the certification.
ISO 27017:2015	Yes	Global **	ISO 27017:2015 extends the security controls of ISO 27002:2013 to cloud environments. For Genesys Cloud CX, it’s achieved in conjunction with ISO 27001, which involves external verification that the controls are managed, sustained, and applied appropriately.
ISO 27018:2019	Yes	Global **	ISO 27018:2019 is the globally recognized certification extension to ISO 27001:2013 for cloud privacy. Achieving the extension certification demonstrates the application of ISO 27002:2013 controls to secure Personally Identifiable Information (PII)/ privacy data in the cloud.
ISO 42001:2023	Yes	Global	ISO/IEC 42001:2023 is a globally recognized standard that specifies requirements for establishing, implementing, maintaining, and continually improving an Artificial Intelligence Management System (AIMS) within organizations. Achieving the certification demonstrates the application of the AIMS principles, as well as the application of ISO 42001:2023 controls to ensure responsible development and use of AI systems.
CSA CAIQ	Yes	Global *	CAIQ is an industry-accepted way to document what security controls exist in our SaaS solutions, providing security control transparency through compliance with the Cloud Controls Matrix.
C5	Yes	EMEA	The cloud computing compliance criteria catalogue (C5) defines a baseline security level for cloud computing. It’s used by professional cloud service providers, auditors, and cloud customers.
HIPAA	Yes	Americas	Compliance with the Health Insurance Portability & Accountability Act (HIPAA) demonstrates assurance through effectiveness of security controls that health information is secured and protected.

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Notes:

* Roadmap for US-East-2 (FedRAMP region)
** Not available in US-East-2 (FedRAMP region)

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Supported security, privacy, and AI standards

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