Genesys Multicloud CX - Security use cases
From Genesys Documentation
Provides information on security use cases in Genesys Multicloud CX.
The following table provides information on security use cases:
# | Description | Further information |
1 | Integrating Multicloud CX with my own user directory/single sign on/multifactor authentication | Multicloud CX support Single Sign On integration |
2 | How roles and permissions are managed | Role and Permission Administration, Configuring Access Groups and Roles |
3 | How to collect sensitive information from customers securely in my IVR | Secure Variables in Designer |
4 | Separating access by different departments in my organization | Designer Roles and Partitions, CX Contact Partitions |
5 | How my recordings are protected | Interaction Recording Encryption and Key Management
Important: It is essential to back up recording encryption keys or data might be unrecoverable. |
6 | Keeping sensitive parts of my agents' conversations from being recorded | Secure Pause for Recording
Important: In many cases it is recommended to collect sensitive data using IVR instead of collecting from conversations with agents. |
7 | Limiting who can see certain metadata about my recordings | Restricting Metadata in Quality Management |
8 | Avoiding sensitive information in recordings from being played back and transcribed | Hidden Confidential information from users |
9 | Preventing unwanted information from appearing in my interaction history | PII Management for digital in Designer |
10 | How my data is securely exported back to my premises | How Cloud Data Download Service Works for contact and interaction history
Secure access to BLOB Storage for export Important: It is a best practice to download data and have it purged when no longer needed in cloud. |
11 | Developing secure integrations to Multicloud CX | Authentication API for integrations |
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