Genesys confirms breach of internal CRM and LMS systems
Genesys said some customer and contact data was viewed or downloaded without authorisation; its core platforms were not affected.
Genesys has confirmed that attackers gained unauthorised access to its internal business systems, including its CRM and learning management system (LMS), and that some information there was viewed or downloaded, according to dailysecu.com. The company said it became aware of the unauthorised access on October 16 and began an investigation.
In an official security notice issued on October 19, Genesys said the compromised systems held names, work email addresses, phone numbers, job titles, and company and account details of existing and potential customers, along with records of business contacts and interactions. The company said the full list and volume of leaked data, and the number of affected customers, have not yet been determined.
Genesys said its core service platforms - Genesys Cloud, Genesys Engage and Genesys Engage Cloud - were not accessed without authorisation. Call recordings and analytics data processed in contact centres were also not compromised, according to the company.
In a further notice on October 23, Genesys said it had fully blocked the intrusion and suspended use of the affected LMS while it completed emergency security measures and strengthened monitoring.
An attack group called ScarlettGroup claimed responsibility and listed Genesys on a data leak site. Genesys did not identify the attacker, and no link between the group and the incident has been confirmed.
Quick answers
What data was exposed in the Genesys breach?
Genesys said the compromised CRM and LMS held names, work email addresses, phone numbers, job titles, company and account details of existing and potential customers, plus records of business contacts and interactions. The full volume has not been determined.
Were Genesys Cloud, Genesys Engage and contact centre recordings affected?
Genesys said Genesys Cloud, Genesys Engage and Genesys Engage Cloud were not accessed without authorisation, and that call recordings and analytics data processed in contact centres were not compromised.
Who claimed responsibility for the Genesys intrusion?
An attack group called ScarlettGroup claimed responsibility and listed Genesys on a data leak site. Genesys did not identify the attacker, and no link has been confirmed.