// Trust & Security Report
Genesys AI
by Genesys Corporation
Genesys Cloud CX: enterprise AI-powered experience orchestration platform with omnichannel contact center (voice, email, chat, text, social), AI agents and automation, analytics, and workforce management.
Certifications held
19
Maturity
Enterprise
Trains on your data
No
Trust center
Yes
// Certification ledger
Each held certification is backed by a verbatim quote from the vendor's own trust or security page. “Not confirmed” means we could not verify it publicly, not that the vendor lacks it.
Verify on genesys.com“Xperience: Highlights from the CX+AI Event of 2026 Watch free SOC 2 Type 2 SOC 2 Type 2 is an independent report on the description of the Genesys Cloud platform and on the suitability of”
Verify on genesys.com“Independent report on the description of the Genesys Cloud platform and the suitability of the design and operating effectiveness of its controls relevant to security, availability, and integrity, pursuant to SOC 1 Type 2 examination under ISAE 3402.”
Verify on genesys.com“Xperience: Highlights from the CX+AI Event of 2026 Watch free ISO/IEC 27001:2022 ISO27001:2022 is the globally recognized standard for an information security management system. Achieving the cer”
Verify on genesys.com“SO/IEC 27001:2022 Certification type Certification Territorial relevance Global ISO/IEC 27017:2015 Certification type Certification Territorial relevance Global ISO/IEC 27018:2019 Certification type Certification”
Verify on genesys.com“SO/IEC 27017:2015 Certification type Certification Territorial relevance Global ISO/IEC 27018:2019 Certification type Certification Territorial relevance Global ISO/IEC 42001:2023 Certification type Certification”
Verify on genesys.com“and control frameworks to help streamline your audit and compliance needs. NEW ISO/IEC 42001:2023 Genesys Cloud is now certified to ISO/IEC 42001:2023, the international standard for establishing, implementing,”
Verify on genesys.com“Achieving compliance with the Health Insurance Portability & Accountability Act (HIPAA) demonstrates assurance through effectiveness of security controls that health information is secured and protected.”
Verify on genesys.com“relevance EMEA HIPAA Certification type Law Territorial relevance North America HITRUST Certification type Attestation Territorial relevance North America IRAP Protected Certification type Authorization Terr”
Verify on genesys.com“Genesys Cloud Achieves FedRAMP Authorization at the Moderate Impact level, achieved in July 2023, enabling government agencies to transform customer experience.”
Verify on genesys.com“Genesys Cloud meets Department of Defense impact level requirements for government agency use.”
Verify on genesys.com“Baseline Certification type Attestation Territorial relevance North America PCI DSS Certification type Certification Territorial relevance Global SOC 1 Type 2 Certification type Attestation Territorial”
Verify on genesys.com“CSA CAIQ Certification type Alignment / Framework Territorial relevance Global Cyber Essentials Plus Certification type Certification Territorial relevance EMEA DESC Certification type Authorization Territorial rele”
Verify on genesys.com“NIST Security Requirements for Protecting Controlled Unclassified Information compliance.”
Verify on genesys.com“NIST privacy control baseline for federal systems compliance.”
Verify on genesys.com“EA FedRAMP Certification type Certification Territorial relevance North America GDPR Certification type Law Territorial relevance EMEA GovRAMP Certification type Authorization Territorial relevance North”
Verify on genesys.com“California Consumer Privacy Act compliance integrated into AI feature development.”
Verify on genesys.com“Global SOC 2 Type 2 Certification type Attestation Territorial relevance Global SOC 3 Type 2 Certification type Attestation Territorial relevance Global TX-RAMP Certification type Authorization Territorial”
// Privacy & AI training
Trains on customer data
No
Data processing agreement
Offered
Data region
Customer-selectable; customers choose the Genesys Cloud region where their organization resides, which also serves as the storage location for their data. Optional voice recording storage via Global Media Fabric can be configured to a separate Genesys Cloud Satellite Media Region.
Genesys explicitly states: 'Genesys does not use customer communications, such as audio, video, chat, screen recordings, attachments or metadata, to train shared or third-party AI models.' AI systems are designed to use data minimally, isolate systems, and never train shared models on customer personal data.
// Security controls
Key management
Unique encryption keys per customer with Bring Your Own Key (BYOK) capability available
genesys.comData isolation
All customer instances logically separated; data access pathways isolated between customers
genesys.comAI Ethics governance
Cross-functional AI Ethics Board with roles assigned for each step of AI lifecycle; privacy-by-design approach embedded throughout
genesys.com// Products & data scope
Data it handles: Customer communications (voice, chat, email, text, social), interaction metadata, recordings (optional), contact history
Core unified platform; omnichannel contact center with AI, analytics, workforce management, and integrations with Salesforce, ServiceNow and 1000+ marketplace apps.
Data it handles: Customer interactions and context data for agent reasoning and decision-making
Agentic AI that can reason, act and adapt across customer experiences; does not train on customer data for shared models.
Data it handles: Interaction data, text and speech analytics, event data for customer journeys
Real-time optimization and compliance reporting via text/speech analytics; customer data remains under customer control.
// At a glance
Pricing model
SaaS subscription (per-user or per-interaction models available)
Self-hostable
No
// How we verified this
Every certification marked HELD is confirmed against a verbatim quote on Genesys Corporation's own trust, security, or privacy pages. We reject certifications claimed only on third-party aggregators, on a cloud host's behalf, or by a similarly named company.
Last verified 2026-07-07. Compliance changes over time. Always confirm directly with the vendor before relying on any certification for a purchasing or compliance decision.
genesys.com// Trust reports for comparable tools
Other tools in the same category, each with its own sourced report.