Genesys

    Contact centre (CCaaS)HQ · USWebsite As at 28 July 2026
    This tracker records only what each vendor has published on its own public pages. It is not an assessment, audit, certification or endorsement. Vendors change their documentation — always verify directly before making a procurement decision.

    Data storage region

    ValueChecked 28 July 2026
    Asia Pacific (Sydney), ap-southeast-2, listed as a Genesys Cloud core AWS region.
    “Asia Pacific (Sydney) ap-southeast-2”
    help.genesys.cloud

    Data processing region

    ValueChecked 28 July 2026
    Transient recording file processing (encryption/decryption for playback, export) stated to occur in the customer's home region.
    “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.”
    help.genesys.cloud

    Model provenance

    ValueChecked 28 July 2026
    Genesys Agent Copilot stated to use a combination of Genesys native models and AWS Bedrock models.
    “Genesys Agent Copilot uses a combination of Genesys native and AWS Bedrock models, depending on the configuration, use case, and dialect.”
    help.genesys.cloud

    Subprocessors

    ValueChecked 28 July 2026
    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.
    “The following sub-processors (along with their subsidiary companies) may be utilized, depending on what services, features and functionalities are selected by the customer.”
    help.genesys.cloud

    Certifications

    ValueChecked 28 July 2026
    Listed under Authorizations: IRAP Protected (also FedRAMP, GovRAMP, TX-RAMP, DoD Impact Level (IL) 2, ACN, DESC). HIPAA listed under Laws/Frameworks.
    “IRAP Protected”
    www.genesys.com

    TGA status

    ValueChecked 28 July 2026
    Not disclosed / not found
    We could not find this published on the vendor's public pages as at the check date. This is not a statement that the vendor lacks the capability or failed to disclose it.
    www.genesys.com

    PMS integrations

    ValueChecked 28 July 2026
    Health CX stated as a native integration between the Genesys Cloud platform and the Epic EHR.
    “Health CX is the native integration by Genesys and Epic — and part of the Epic workshop program.”
    www.genesys.com

    ANZ entity

    ValueChecked 28 July 2026
    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.
    “WeWork, Level 1, 1 Sussex Street Barangaroo, NSW 2000, Australia”
    www.genesys.com

    Support hours

    ValueChecked 28 July 2026
    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.
    “Phone Support 24x7x365”
    help.genesys.cloud
    Right of reply

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