Question 1

Where does Genesys store patient data?

Accepted Answer

Deployed in a customer-assigned AWS core region; Asia Pacific (Sydney) ap-southeast-2 is a listed core region (login.mypurecloud.com.au) Published statement: "Asia Pacific (Sydney) ap-southeast-2 Asia Pacific (Sydney) https://login.mypurecloud.com.au" (source: https://help.genesys.cloud/articles/aws-regions-for-genesys-cloud-deployment/, checked 2026-09-25). Answered from what the vendor publishes on its own public pages, or from an official register where noted, as at the check date shown. Not an assessment, audit, certification or endorsement.

Question 2

Where does Genesys process data?

Accepted Answer

Transient recording file processing (encryption/decryption for playback, export) stated to occur in the customer's home region. Published statement: "Any transient recording file processing, for example, encryption and decryption of the recording for playback, and export the recording, all happen in your home region." (source: https://help.genesys.cloud/?p=293051, checked 2026-09-25). AWS sub-processing occurs 'in region' - the data centre region selected by the customer Published statement: "Amazon Web Services, Inc. In region (data center region selected by customer)" (source: https://help.genesys.cloud/articles/genesys-subprocessors/, checked 2026-09-25). Answered from what the vendor publishes on its own public pages, or from an official register where noted, as at the check date shown. Not an assessment, audit, certification or endorsement.

Question 3

Which AI models does Genesys use?

Accepted Answer

Sub-processor list names Microsoft (and separately Google) for speech-to-text / text-to-speech in digital and voice bots Published statement: "Genesys customers using Microsoft for Speech to Text (STT) or Text to Speech (TTS) services. This includes digital and voice bots." (source: https://help.genesys.cloud/articles/genesys-subprocessors/, checked 2026-09-25). Genesys Agent Copilot stated to use a combination of Genesys native models and AWS Bedrock models. Published statement: "Genesys Agent Copilot uses a combination of Genesys native and AWS Bedrock models, depending on the configuration, use case, and dialect." (source: https://help.genesys.cloud/articles/understand-genesys-agent-copilot-ai-models-and-llm-input/, checked 2026-09-25). Answered from what the vendor publishes on its own public pages, or from an official register where noted, as at the check date shown. Not an assessment, audit, certification or endorsement.

Question 4

What certifications does Genesys publish?

Accepted Answer

Listed under Authorizations: IRAP Protected (also FedRAMP, GovRAMP, TX-RAMP, DoD Impact Level (IL) 2, ACN, DESC). HIPAA listed under Laws/Frameworks. Published statement: "IRAP Protected" (source: https://www.genesys.com/trust-center/compliance, checked 2026-09-25). Genesys Cloud security policy page references compliance with ISO 27001, SOC 2 and GDPR; also EU-U.S. Data Privacy Framework certification in privacy policy Published statement: "compliance with standards like ISO 27001, SOC 2, and GDPR" (source: https://help.genesys.cloud/articles/purecloud-security-compliance/, checked 2026-09-25). Answered from what the vendor publishes on its own public pages, or from an official register where noted, as at the check date shown. Not an assessment, audit, certification or endorsement.

Question 5

Which subprocessors does Genesys name?

Accepted Answer

Named sub-processor list published. Companies appearing on the list include Amazon Web Services, Microsoft, Google, Deepgram, Eleven Labs, Twilio, Bandwidth, Snowflake, Akamai, CrowdStrike, Sumo Logic and New Relic. Published statement: "The following sub-processors (along with their subsidiary companies) may be utilized, depending on what services, features and functionalities are selected by the customer." (source: https://help.genesys.cloud/articles/genesys-subprocessors/, checked 2026-09-25). Privacy policy links to a sub-processor list that Genesys states it keeps up to date Published statement: "Genesys keeps the list of such Agents and Sub-processors up to date in the following link: https://help.genesys.cloud/articles/genesys-subprocessors/" (source: https://www.genesys.com/company/legal/privacy-policy, checked 2026-09-25). Answered from what the vendor publishes on its own public pages, or from an official register where noted, as at the check date shown. Not an assessment, audit, certification or endorsement.

Question 6

What does Genesys publish about TGA status?

Accepted Answer

Not found on public pages. We could not find this on the vendor's public pages as at the check date. This is not a statement that the vendor lacks the capability or has not disclosed it elsewhere. Answered from what the vendor publishes on its own public pages, or from an official register where noted, as at the check date shown. Not an assessment, audit, certification or endorsement.

Question 7

Which practice management systems does Genesys list as integrations?

Accepted Answer

Health CX stated as a native integration between the Genesys Cloud platform and the Epic EHR. Published statement: "Health CX is the native integration by Genesys and Epic — and part of the Epic workshop program." (source: https://www.genesys.com/solutions/healthcare, checked 2026-09-25). Answered from what the vendor publishes on its own public pages, or from an official register where noted, as at the check date shown. Not an assessment, audit, certification or endorsement.

Question 8

Which Australian or New Zealand entity does Genesys contract through?

Accepted Answer

Offices listed for Australia (Sydney: WeWork, Level 1, 1 Sussex Street, Barangaroo, NSW 2000; Melbourne: WeWork Level 9, 222 Exhibition Street, VIC 3000) and New Zealand (Auckland: Suite 410A, Level 4, The B:Hive Smales Farm, 72-74 Taharoto Rd, Takapuna 0740; Wellington: Level 15, Suite 1532, 171 Featherston Street, Lambton 6011). No legal entity name is given on the page. Published statement: "WeWork, Level 1, 1 Sussex Street Barangaroo, NSW 2000, Australia" (source: https://www.genesys.com/global-offices, checked 2026-09-25). Answered from what the vendor publishes on its own public pages, or from an official register where noted, as at the check date shown. Not an assessment, audit, certification or endorsement.

Question 9

What support hours does Genesys publish?

Accepted Answer

My Support Web Portal, Phone Support, Resource Center and eLearning stated as 24x7x365. Response targets stated as 10 min (phone) for Level 1 Critical and 2 hours for Levels 2-4. Published statement: "Phone Support 24x7x365" (source: https://help.genesys.cloud/articles/contact-genesys-cloud-care/, checked 2026-09-25). Answered from what the vendor publishes on its own public pages, or from an official register where noted, as at the check date shown. Not an assessment, audit, certification or endorsement.

Genesys

Data storage region

Data processing region

Model provenance

Subprocessors

Certifications

TGA status

PMS integrations

ANZ entity

Support hours

What Genesys publishes — answered from the record

Something wrong or out of date?