SecureUploadCX
Resolve a Documented Security Vulnerability and Provide First-Class Live Chat

Due to a lack of virus scanning, third-party penetration tests of Genesys Cloud consistently identify a vulnerability where malicious files can be uploaded into a customer's network via messaging attachments. Previously, the only solution to this was to disable file uploads, reducing your ability to provide a first-class digital experience. SecureUploadCX solves this issue by replacing the native upload functionality in Genesys Cloud and all other digital messaging platforms with a secure, highly configurable file sharing and management system that scans files from ALL digital channels for viruses, malware, and other malicious content.

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In addition to solving the security vulnerability, SecureUploadCX also adds features that improve the customer and agent experience.

• Without SecureUploadCX, all chat channels allow unsolicited uploads. Genesys customers are reporting agents accepting a chat conversation only to find an offensive image waiting for them. SecureUploadCX disables unsolicited uploads allowing the agent to determine when and if to accept a file upload.
• Social messaging platforms offer little to no control over acceptable file types or sizes. SecureUploadCX gives our customers complete control over what file types and sizes they want to accept.
• Genesys and social messaging platforms only provide access to the files shared via a link in the chat. This makes it extremely difficult to locate and view files after a conversation or attach them to customer records in a CRM. SecureUploadCX saves uploaded files to a repository complete with attributes such as conversation ID allowing you to connect files and customers for future reference.

Features

• Works with all major messaging channels including WebMessenger, WebChat, Instagram DM, Facebook Messenger, and WhatsApp.

• All uploaded files are automatically scanned for malicious payloads before being delivered to the agent.

• Automatic blocking and quarantining of malicious files.

• Prevents unsolicited file uploads.

• Supports virtually any file type including:

  • Images​

  • Videos

  • Text (TXT, RTF, etc.)

  • PDF

  • Documents (DOC, HTML, PPT, etc.)

  • Spreadsheets (XLS, CSV, etc.)

  • ZIP

• Can be configured to limit file types and sizes as required by the customer.​

• Access to previously uploaded files with attributes including conversationID.

• Configuration options to support GDPR and other privacy laws.

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