Customer experience company Genesys says it has contained a cyberattack that involved unauthorized access to data. Headquartered in Menlo Park, California, Genesys is a provider of customer experience and call center technology for mid-sized and large organizations. On October 19, the company announced that hackers had accessed internal business systems, including a learning management system […]
Customer experience company Genesys says it has contained a cyberattack that involved unauthorized access to data.
Headquartered in Menlo Park, California, Genesys is a provider of customer experience and call center technology for mid-sized and large organizations.
On October 19, the company announced that hackers had accessed internal business systems, including a learning management system (LMS) and a customer relationship management (CRM) environment.
The Genesys Cloud, Genesys Engage, and Genesys Engage Cloud platforms have not been compromised, and the customer and partner data stored within those systems was not affected, it said.
As part of the incident, the attackers accessed and likely downloaded information such as “business and account information used to manage relationships with existing and prospective customers.”
The potentially compromised data includes names, phone numbers, business email addresses, job titles, company and account information, and other customer interaction information.
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Genesys immediately deployed containment measures, which included suspending the LMS platform, and on October 23 announced that the incident has been fully contained.
“We have confirmed that the Genesys Cloud, Genesys Engage and Genesys Engage Cloud platforms were not compromised, and there was no unauthorized access to the platforms, customer and partner environments, or customer and partner data stored or processed within these platforms,” the company said.
On Friday, Genesys said its investigation into the scope and impact of the incident remains ongoing, but promised additional details as it reviews the information accessed and as material facts are confirmed.
The company cautioned customers to watch for suspicious communications impersonating Genesys, stressing that it would never ask customers for sensitive information such as passwords via email or other unsolicited channels.
Genesys has not named the attacker, but a recently emerged group called ScarlettGroup has claimed the attack on its leak site.
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