Customer Genesys Cloud Environment Hardening Guide
IntentThis guide is a reference for customers to harden their Genesys Cloud environment configuration.

Construct
This guide informs the reader of the available security features to harden their Genesys Cloudenvironment. Each topic below has the link to the Genesys Cloud resource which instructs configuration.
Furthermore, to support customers integrating the Genesys Cloud CCAAS in their information security&/or resilience management the ISO references for both 27001:2013 and 27002:2022 have been added.

Role assignments
Role Based Access Control
Link to guidance: https://help.mypurecloud.com/articles/products-roles-and-permissions-list/
Supports least privilege access, the foundation of Role Based Access Control (RBAC) and ‘zero trust’.
ISO 27001:2013

A.9.2.2

ISO 27002:2022

5.3

SSO integrated role assignments
Role Based Access Control
Link to guidance: https://help.mypurecloud.com/articles/about-genesys-cloud-scim-identitymanagement/
Supports least privilege access, for RBAC, when using Single Sign On (SSO) for federated authorization.
ISO 27001:2013

A.9.4.2

ISO 27002:2022

5.17

Single Sign On (SSO)
Federated authenticationLink to guidance: https://help.mypurecloud.com/articles/use-sso-instead-of-genesys-cloud-logincredentials/
This supports the utilization of organizational authentication methods to access your Genesys CloudinstanceISO 27001:2013

A.9.4.2

ISO 27002:2022

5.17

SSO integrations
Federated authentication
Link to guidance: https://help.mypurecloud.com/articles/about-single-sign-on-sso/
Supports SSO with third party identity providers, i.e. Okta, Salesforce etc
ISO 27001:2013

A.9.4.2

ISO 27002:2022

5.17

Password requirements configuration
Password complexity
Link to guidance: https://help.mypurecloud.com/articles/set-password-requirements/
Forces your organizational password complexity requirements to your Genesys Cloud configuration
ISO 27001:2013

A.9.4.3

ISO 27002:2022

5.17

Voice recordings encryption
Cryptography
Link to guidance: https://help.mypurecloud.com/articles/encryption-keys-page/
Manages the rotation of encryption keys over voice recordings
ISO 27001:2013

A.10.1.1

ISO 27002:2022

8.3

Session authorization
Access control
Link to guidance: https://help.mypurecloud.com/articles/about-oauth-scopes-for-applications/
Configures OAuth for session access for support
ISO 27001:2013

A.9.4.2

ISO 27002:2022

8.27

Source IP permissions
Network controls
Link to guidance: https://help.mypurecloud.com/articles/allow-ip-addresses/
Limits access to customer instances according to source IP
ISO 27001:2013

A.13.1.1

ISO 27002:2022

8.27

Data actions security enhancements
Network controls
Link to guidance: https://help.mypurecloud.com/articles/security-for-data-actions/
Increases security across customer instances. Note: May not be available for all data integrations
ISO 27001:2013

A.13.1.2

ISO 27002:2022

8.27

Alert creationAction Catalog
Link to guidance: https://developer.genesys.cloud/platform/audit/actioncatalog
Create alerts, allow auditing & create approval workflows.
ISO 27001:2013

A.12.4.1

ISO 27002:2022

5.24

SIEM integration
Amazon Eventbridge
Link to guidance: https://help.mypurecloud.com/articles/about-the-amazon-eventbridge-integration/
Automate alerting and integration with your SIEM through Amazon EventBridge.
ISO 27001:2013

A.12.4.1

ISO 27002:2022

5.24

Session timeout
Session timeout
Link to guidance: https://help.mypurecloud.com/articles/set-an-automatic-inactivity-timeout/
Implement automatic log out after periods of inactivity.
ISO 27001:2013

A.9.4.2

ISO 27002:2022

8.27