Genesys Sub-Processors
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Genesys Cloud services are hosted by third party data center providers. Premise services operate on systems controlled and operated by the customer. Genesys may share personal data with any affiliated Genesys entities under common control with Genesys for example for troubleshooting and support. A sub-processor means a natural or legal person, public authority, agency or other body which processes personal data on behalf of Genesys.
Genesys may utilize sub-processors, depending on what services, features, and functionalities the customer utilizes. Additional sub-processors may be selected by customer in a customized environment, and if so, such sub-processor will be listed on this website or in a Statement of Work or Order Form. Customer acknowledges that their engagement of further services, features, and functionalities or signature of such statement of Work or Order form authorizes Genesys to use such sub-processors named therein or on this website. Note that third party integrations, such as AppFoundry, require a direct relationship between the third party and the customer.
The following sub-processors (along with their subsidiary companies) may be utilized, depending on what services, features and functionalities are selected by the customer.
Genesys Cloud default services
| Sub processor | 場所 | Web サイト | When applicable | サービス |
|---|---|---|---|---|
|
アマゾンウェブサービス株式会社
|
In region (data center region selected by customer) |
All Genesys Cloud customers. |
Genesys Cloud Hosting, AWS Microservices. |
|
|
Sumo Logic Inc. |
Typically same as deployed AWS region (European exception: For AWS European regions it is always Dublin, except AWS Frankfurt is Frankfurt). |
All Genesys Cloud customers. |
Log collection tool for collection and indexing of our service logs for quick searching across the entire Genesys Cloud. |
|
|
New Relic, Inc.
|
米国 |
All Genesys Cloud customers. |
Service monitoring and alerting platform: Mainly used to monitor the web, mobile applications and cloud infrastructures like EC2 instances with the support of custom-built plugins or agents. |
|
|
CrowdStrike, Inc.
|
米国 |
All Genesys Cloud customers. |
Security and monitoring – to look for malicious activity in the Genesys Cloud environment. |
Optional services, features, and functionalities — Across various services
| Sub processor | 場所 | Web サイト | When applicable | サービス |
|---|---|---|---|---|
|
Microsoft Corp. |
Microsoft Azure Cognitive Services TTS および STT 統合の音声サービス リージョン |
Genesys customers using Microsoft for Speech to Text (STT) or Text to Speech (TTS) services. This includes digital and voice bots. |
Speech to Text (STT) or Text to Speech (TTS) services. |
|
|
Google LLC |
https://help.mypurecloud.com/articles/aws-regions-for-google-cloud-tts-and-stt-integrations/ |
Genesys customers using Google for Speech to Text (STT) or Text to Speech (TTS) services. This includes digital and voice bots. |
Speech to Text (STT) or Text to Speech (TTS) services. |
| Sub processor | 場所 | Web サイト | When applicable | サービス |
|---|---|---|---|---|
|
Subsentio LLC |
For customers in US AWS regions processing takes place in the US. For customers in Canadian AWS regions processing takes place in Canada. For customers in EU and UK AWS regions processing takes place in Ireland. |
Genesys customers using Genesys Cloud Voice. |
Replying to law enforcement requests in relation to Genesys Cloud Voice. |
|
|
Intrado Life and Safety, Inc. |
米国 |
Genesys customers using Genesys Cloud Voice in the USA and Canada. |
Address validation, storing addresses and the associated phone numbers required for e911 services in US & Canada regions. |
|
|
Iconectiv LLC |
米国 |
Genesys customers using Genesys Cloud Voice in the USA and Canada. |
8MS manages Toll-Free routing in the national 800 database. It receives routing instructions for toll-free numbers. |
| Sub processor | 場所 | Web サイト | When applicable | サービス |
|---|---|---|---|---|
|
Bird.com, Inc. (fka MessageBird) |
EU (for all AWS regions in Europe, except Zurich), USA (for all other AWS regions). |
Genesys and hybrid customers that configure outbound domain for email campaigns or agentless emails. |
Omnichannel messaging software and API for teams and systems. |
|
|
Twilio, Inc. (including Zipwhip) Twilio Ireland Limited |
米国 |
Genesys customers that use SMS/MMS messaging. |
SMS/MMS messaging. |
|
|
Bandwidth, Inc. |
米国 |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS. |
|
|
Infobip Communications Inc |
米国 |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS. |
|
|
Kaleyra US Inc. (fka mGage) |
米国 |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS. |
|
|
NETNUMBER INC |
米国 |
netnumber.com |
Genesys customers that use SMS/MMS messaging. |
SMS vendor used to determine the wireless carriers of mobile numbers. |
|
Sinch America Inc. |
USA, Canada, Germany, Australia |
sinch.com |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS |
|
Vonage Business Inc. Vonage BV |
USA (for AWS regions Americas), Netherlands (for European AWS regions), Singapore (for AWS regions Asia Pacific). |
Genesys customers that use SMS/MMS messaging. |
SMS and MMS. |
| Sub processor | 場所 | Web サイト | When applicable | サービス |
|---|---|---|---|---|
|
Docebo NA, Inc. |
米国 |
Genesys customers that utilize Genesys Beyond services. |
To allow the administration of learning programs for Genesys platforms. |
|
|
Kryterion, Inc. |
米国 |
Genesys customers that utilize Genesys Beyond services. |
To allow the testing of Genesys employees, partners and customers so they can become certified on Genesys products. |
|
|
Credly, Inc. |
米国 |
credly.com | Genesys customers that utilize Genesys Beyond services. |
Genesys platform certification badge upon completion of a Genesys certification exam. Badges can also be provided outside of the Beyond subscription. |
|
CloudShare, Inc. |
USA, Singapore, and the Netherlands |
www.cloudshare.com | Genesys customers that utilize Genesys Beyond services. |
To allow the creation and administration of virtual environments for learning programs for Genesys platforms. |
| Sub processor | 場所 | Web サイト | When applicable | サービス |
|---|---|---|---|---|
|
Snowflake Inc. |
HQ’ed in USA. Customer may deploy in EU region. |
Genesys customers utilizing Analytics as a Service (A3S). |
When A3S is used to review historical data, data is pulled via API to Snowflake and connects with the Customers own visual instrument (Data Warehouse for A3S). |
|
|
Elasticsearch, Inc. |
米国 |
Genesys customers utilizing Analytics as a Service (A3S). |
When A3S is used in real- time, customer data is hosted real-time in Elasticsearch, with a logically separated instance, using Kabana as the front end. |
| Sub processor | 場所 | Web サイト | When applicable | サービス |
|---|---|---|---|---|
|
株式会社セールスフォース・ドットコム |
米国 |
www.salesforce.com |
Genesys customers utilizing Genesys care. |
Genesys customer care/support ticketing system. |
|
Itochu Techno-Solutions Corporation |
日本 |
www.salesforce.com |
Genesys customers submitting Japanese language care tickets. |
Provides Japanese language translation to our care teams. |
|
Microsoft Corp. |
米国 |
www.microsoft.com |
All Genesys Cloud customers using MS tools to communicate with Genesys in case of care tickets (email escalation). |
Microsoft Office tools used to communicate with customers. |
| Sub processor | 場所 | Web サイト | When applicable | サービス |
|---|---|---|---|---|
|
Gainsight, Inc. |
米国 |
www.gainsight.com |
Genesys customers with an assigned CSM/TAM or who chose to interact with an onboarding specialist. |
Tool for CSM, TAM and onboarding specialists to track customer interactions and journey. |
|
Okta Inc. |
米国 |
www.okta.com |
Genesys customers who log in to auxiliary functionalities/services (such as Care, Beyond Training or other Apps). |
Log in and access management tool across functionalities/services (such as Care, Beyond Training or other Apps). |
Genesys Engage Cloud
| Sub processor | 場所 | Web サイト | When applicable | サービス |
|---|---|---|---|---|
|
Amazon Web Services, Inc. |
リージョン内（お客様が選択したデータセンターリージョン） |
aws.amazon.com |
Genesysのすべてのお客様向け。 |
Data Center for Engage Cloud, Genesys Cloud Hosting, AWS Microservices, Predicative Engagement Hosting. |
|
マイクロソフト株式会社 |
リージョン内（お客様が選択したデータセンターリージョン） |
www.microsoft.com |
GenesysEngageのお客様。 |
Azure – data center services. |
|
株式会社クイックピボ |
米国 |
Genesysは、電子メールキャンペーンプラットフォームを利用する顧客を引き込みます。 |
Outbound Email campaign platform. |
|
|
mGage LLC |
米国 |
Genesysは、SMSキャンペーンプラットフォームを利用する顧客を引き込みます。 |
Outbound SMS campaign platform. |
|
|
CLX通信 |
米国 |
Genesysは、SMSキャンペーンプラットフォームを利用する顧客を引き込みます。 |
Outbound SMS campaign platform. |
|
|
インフォビップ |
英国 |
Genesysは、SMSキャンペーンプラットフォームを利用する顧客を引き込みます。 |
Outbound SMS campaign platform. |
|
|
ミラテック |
ウクライナ |
Genesysは、ウクライナ語のサポートを必要とする顧客に働きかけます。 |
Troubleshooting support. |
Genesys PureConnect Cloud and Premises support
| Sub processor | 場所 | Web サイト | When applicable | サービス |
|---|---|---|---|---|
|
CAテクノロジー |
米国 |
PureConnectCloudをご利用のお客様。 |
Monitoring and telemetry. |
|
|
ServiceNow、Inc. |
米国 |
PureConnectCloudをご利用のお客様。 |
Asset management and change control. |
|
|
インフォシス |
インド、アメリカ |
Customers using PureConnect Cloud or PureConnect Premises. |
Support and platform upkeep, maintenance, and operations for PureConnect Cloud and PureConnect Premises Support. |
Genesys Digital (formerly known as Bold360)
| Sub processor | 場所 | Web サイト | When applicable | サービス |
|---|---|---|---|---|
|
Equinix、Inc。およびSwitch、Inc。 |
アメリカ* *New Customers may elect to have Content stored in the US or Europe **Only used for video chat transfer. |
Bold360をご利用のお客様。 |
Third-party co-location providers for BoldChat and Bold360. |
|
|
アカマイテクノロジーズ株式会社 |
世界的に* *will connect user to the nearest edge server based on IP location. |
Bold360をご利用のお客様。 |
Global Traffic Management (GTM), DDoS Protection. |
|
|
Amazon.com Inc.、税込アマゾンウェブサービス |
アメリカ** **New customers may elect to have Content stored in the US, Europe, or India. |
aws.amazon.com |
Bold360をご利用のお客様。 |
Cloud-hosting provider for specific Bold360 features. |
|
Microsoft Corp.、税込Azure |
アメリカ* *Tied to customer geo-location. |
Bold360をご利用のお客様。 |
Cloud hosting provider for remote control session recordings. |
|
|
Lionbridge Technologies、Inc。（有効な場合） |
世界的に* *Google Translate is an optional feature and Google does not store or maintain translations after conclusion of the processing operation. |
|
Bold360を利用しているお客様（有効な場合）。 |
Translation functionality. |
|
Twilio、Inc。（有効な場合） |
アメリカ合衆国 *Lionbridge is an optional feature and does not store or maintain translations after conclusion of the processing operation. |
|
Bold360を利用しているお客様（有効な場合）。 |
Translation functionality. |
Genesys affiliates (entities)
Genesys affiliates that may provide Genesys Care, platform support, analytics, security and development, depending on Customer’s region.
| 名前 | 国 |
|---|---|
|
Genesys Europe B.V. |
オランダ |
|
Genesys Cloud Services B.V. fka Genesys Telecommunications Laboratories B.V. |
オランダ |
|
Genesys International B.V. |
オランダ |
|
Genesys Cloud Services France |
フランス |
|
Genesys Cloud Services Sweden AB |
スウェーデン |
|
Genesys Cloud Services Germany GmbH |
ドイツ |
|
Genesys Cloud Services Ireland Limited |
Ireland |
|
Genesys Telecommunications Laboratories S.L. |
スペイン |
|
Genesys Cloud Services S.r.l. |
イタリア |
|
Genesys Cloud Services Czech s.r.o. |
チェコ共和国 |
|
Genesys Cloud Services Hungary Kft |
Hungary |
|
Genesys International B.V. – Portugal Branch |
ポルトガル |
|
Genesys Telecommunications Laboratories 社 |
ポーランド |
| 名前 | 国 |
|---|---|
|
With EU adequacy decision: |
|
|
Genesys Telecommunications Laboratories S.R.L.(ジェネシス・テレコミュニケーション・ラボラトリーズS.R.L.) |
アルゼンチン |
|
Genesys Cloud Services Corp. fka Genesys Laboratories Canada Inc. |
カナダ |
|
Genesys Labs Ltd., Exceed.AI Ltd. |
イスラエル |
|
Genesys Cloud Services K.K. |
日本 |
|
Genesys Cloud Services New Zealand Limited |
ニュージーランド |
|
Genesys International B.V. – Switzerland Branch |
スイス |
|
Genesys Telecommunications Laboratories – Europe Limited |
United Kingdom |
|
Without EU adequacy decision: |
|
|
Genesys Cloud Services, Inc. |
米国 |
|
Genesys Cloud Services Pty. Ltd. |
オーストラリア |
|
Genesys Serviços Cloud Ltda. |
ブラジル |
|
GenesysチリSpA |
チリ |
|
Genesys Telecommunications Laboratories Colombia Ltda(Genesys Telecommunications Laboratories Co |
コロンビア |
|
Genesys Telecom Labs India Private Limited, Genesys Telecom Labs India Private Limited, Radarr Technologies India Pvt. Ltd |
India |
|
Genesys Cloud Services Malaysia Sdn. Bhd. |
マレーシア |
|
Genesys Telecommunication Laboratories S. de R.L. de C.V.(ジーエヌシス・テレコミュニケーション・ラボラトリーズ・エス・デ・R.L. ドゥ・C.V.) |
メキシコ |
|
PT Genesys Cloud Services Indonesia |
インドネシア |
|
GENESYS CLOUD SERVICES PERU S.R.L. |
ペルー |
|
Genesys Cloud Services Cayman Ltd. – Philippine Branch |
Philippines |
|
Branch of Genesys Cloud Services Inc. Middle East for Business Services |
サウジアラビア |
|
Genesys Cloud Services Singapore Pte. Ltd., Radarr Technologies Pte. Ltd. |
シンガポール |
|
Genesys Cloud Services (PTY) Limited |
南アフリカ |
|
Genesys Korea LLC |
韓国 |
|
Genesys Turkey Cloud Software Services LLC |
トルコ |
|
Genesys International BV –ドバイ支店 |
アラブ首長国連邦 |
|
Interactive Inteligence Latin America, C.A. |
ベネズエラ |
| 更新日 (年-月-日) |
リビジョン |
|---|---|
| 2025-12-22 | Restructured sub processor list based on services, features, and functionalities. |
| 2025-11-04 | PCA Predict (GBG) Web サイトのリスト内のエラーを修正しました。 |
| 2025-06-18 | Genesys Cloud、WEM 2.0、Predictive Engagement、Genesys Hybrid Services セクションから DataBricks を削除しました。 |
| 2025-03-24 | 2 番目の段落でサブプロセッサーを定義しました。 |
| 2024-06-11 | Genesys では Zendesk (旧 Smooch) を使用しなくなったため、Genesys Cloud および Bold360 のサブプロセッサ リストから Zendesk (旧 Smooch) への参照を削除しました。 |
| 2023-06-26 | Genesys Cloud、WEM 2.0、Predictive Engagement、Genesys Hybrid Servicesでは、Threat Stackを削除し、CrowdStrikeを追加した。 |
| 2022-05-19 | ロシア国の有限責任会社「ジェネシス テレコミュニケーション ラボラトリーズ」をセクションから削除、お客様の地域により、サポートとメンテナンスを提供する可能性のあるジェネシスの関連会社（エンティティ）. |
| 2021-09-10 | テーブル形式の更新、Genesys Digital（fka Bold360）テーブルの追加、およびその他の更新。 |
| 2021-05-06 | Predictive Engagementリストを削除し、1行をAllPlatformsテーブルに移動しました。 |
| 2021-03-15 | 一部のGenesysアフィリエイトエンティティ名を更新しました。 |
