Genesys Cloud CX, an AI-powered experience orchestration platform, has achieved a significant upgrade in its security classification. The platform can now operate at the IRAP PROTECTED level, a step up from its previous 'Official Sensitive' level. This upgrade, assessed by the Information Security Registered Assessors Program (IRAP), paves the way for more Australian government agencies to utilise the platform for customer and stakeholder engagements.

Tony Winterbottom, Principal, Government Business at Genesys, stated, "The new IRAP operating level will allow government agencies to focus on delivering customer experiences rather than managing IT infrastructure." Genesis suggests this shift in focus is crucial in an era where customer experience is increasingly becoming a key differentiator for organisations.

The Genesys Cloud CX platform aims to offer key benefits such as improved customer and employee experiences, IT system modernisation, and personalisation at scale with AI. These features are expected to help government agencies streamline their operations and deliver more personalised services to their stakeholders.

Krishna Baidya, Sr. Director, CX, ICT Practice, Frost & Sullivan, commented on the significance of this upgrade. He said, "The Genesys Cloud CX IRAP assessment is a significant step forward in meeting the Australian government's mandate of delivering secure and compliant cloud services." This statement underscores the importance of secure and compliant cloud services in the public sector, particularly in the wake of increasing cyber threats.

For those interested in learning more about the Genesys Cloud CX IRAP assessment, further information can be obtained from the IRAP page on the Genesys website.