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SecureCX

Protect Against Threats & Data Leakage

Control What Enters & Leaves Your Organization

Understand What's Inside Every Document

Automate Workflows Based on File Content

Secure File Exchange with Built-In Threat Protection and Data Intelligence

SecureCX ensures every file shared during customer interactions is protected, inspected, and controlled in real time—before it reaches agents or your environment.

  • Real-time virus and content scanning

  • Inline PII/PHI detection and redaction

  • Secure, compliant file exchange across voice and digital

  • Content-driven automation and integrations

Files Are a Blind Spot in Contact Centers

Most contact centers treat files as simple attachments—passing them directly to agents and downstream systems without inspection. This creates security risks, compliance exposure, and missed opportunities for automation.

 

SecureCX introduces a control and intelligence layer for every file, enabling organizations to secure, understand, and act on document content in real time.

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Man working on laptop with virtual screen of virus scanning process Anti virus and bug pro

Protect Every File Before It Reaches Your Environment

SecureCX inspects every file inline, ensuring it is safe before being exposed to agents or downstream customer systems and environments.

  • Dual-engine virus and malware scanning using commercial-grade engines

  • Detection and quarantine of malicious or suspicious content

  • Configurable NSFW and content filtering

  • Inline enforcement to block unsafe files before exposure

  • Bidirectional protection for both inbound and outbound file transfers

SecureCX prevents both inbound threats and outbound data leakage, ensuring files are always controlled at the point of exchange.

Understand What’s Inside Every Document

SecureCX goes beyond file transfer by analyzing document content in real time.

  • Extracts text and structure from PDFs, DOCX, and images

  • Identifies and classifies:

    • PII / PHI

    • Financial and regulated data

    • Custom business identifiers (policy numbers, claim IDs, etc.)

  • Extensible recognizer framework:

    • Built-in and custom patterns

    • Context-aware detection

    • Support for customer-specific data models

Detected data is normalized and mapped to structured outputs, enabling downstream automation and integration.

SecureCX works across both structured forms and unstructured documents, including dynamic formats such as insurance declarations pages.

AI document analysis and management Knowledge extraction and semantic search Businessperso
AI-Driven Workflow, Automating Data Management Analytics and Business Reports with KPIs, P

Turn Files Into Actionable Workflows

SecureCX transforms document content into real-time actions within your workflows.

  • Route interactions or files based on detected data

  • Trigger workflows such as approvals, escalations, or rejections

  • Pre-populate forms and CRM records using extracted data

  • Automatically associate files with customer records and interactions

Data protection actions include:

  • Masking and redaction of sensitive content

  • Tokenization for controlled downstream usage

All actions occur in real time, enabling faster handling, reduced manual effort, and improved accuracy.

Built for Enterprise Security and Compliance

SecureCX is designed to meet enterprise-grade security and regulatory requirements.

  • Dual commercial antivirus engines with quarantine capabilities

  • Encryption in transit (TLS 1.3) and at rest

  • Fully isolated customer environments with no shared data layers

  • Regional data residency across 34 global regions

  • Custom data retention, backup, and deletion policies

  • GDPR certified and aligned with global privacy regulations

SecureCX ensures sensitive data is controlled before it enters or leaves your environment, not after.

Compliance ensures alignment with standards, laws, and policies A strong compliance system
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Secure, Searchable File Repository

All inbound and outbound files are securely stored in an encrypted repository, along with rich interaction metadata.

  • Metadata includes conversation ID, agent, channel, timestamps, and identifiers

  • Fully searchable within Genesys Cloud

  • Enables auditability, compliance, and operational visibility

Files are no longer isolated attachments—they become part of a structured, searchable system of record.

Integrate with Your Systems and Workflows

SecureCX integrates seamlessly with your existing systems and processes.

  • Native integrations with Salesforce, Guidewire, and other platforms

  • API-driven architecture for custom integrations

  • Automatic association of files with customer records, cases, or claims

SecureCX ensures document data flows directly into your systems without manual intervention.

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Works Across Voice and Digital Interactions

SecureCX supports file exchange across all major interaction channels within Genesys Cloud.

  • Voice: real-time file sharing via SMS or email

  • Digital: Web Messaging, WhatsApp, Facebook Messenger, Instagram, and SMS

  • Unified agent experience with no additional training required

SecureCX enhances native capabilities while maintaining a seamless experience for both agents and customers.

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