About accessibility

AI-generated summary

Genesys Cloud prioritizes accessibility through comprehensive compliance with international standards including WCAG 2.2 Level AA, Section 508, and EN 301 549, with additional evaluation against France's RGAA framework for services offered in that region. The platform supports screen readers (VoiceOver, NVDA, JAWS), keyboard navigation, and implements inclusive user interface design principles, with compliance evaluated through manual testing and automated tools such as axe and accessibility insights browser plugins. Genesys Cloud publishes Accessibility Conformance Reports (ACRs) documenting conformance across multiple platform components including Collaborate, Communicate, Insights, Messenger, Resource Center, Tempo, and the Developer Center. An external compliance audit by Lighthouse Works in March 2026 found Genesys Cloud partially compliant with RGAA version 4.1.1, with 28 criteria met, 18 not met, and 60 not applicable, representing 60.87% conformance with applicable RGAA criteria. The platform has identified multiple accessibility compliance gaps across its interface and functionality. Key issues include insufficient text alternatives for informative images, inadequate frame titles, color-only information communication, insufficient contrast ratios, incorrect table header associations, and unclear link names. Additional deficiencies encompass improper heading structures and landmark identification, unmarked lists, CSS dependency affecting content visibility, text resizing limitations at 200%, and insufficient keyboard focus indicators on interactive elements. Form accessibility challenges include missing or unclear labels, inadequate error communication, ungrouped related fields, and unclear button naming conventions. Navigation and content interaction issues involve non-logical keyboard navigation order, unpredictable focus movement in panels or dialogs, hover/focus content inaccessibility to keyboard and screen-reader users, and data visualizations lacking keyboard-accessible alternatives. Hidden content is unnecessarily exposed to assistive technologies, and horizontal scrolling may be required at reduced viewport widths. Genesys Cloud was developed using HTML5, CSS, JavaScript, WAI-ARIA, SVG, and Web components technologies. Accessibility compliance was verified across multiple test environments including Windows 11 with Google Chrome, Microsoft Edge, and Mozilla Firefox, with assistive technologies including NVDA, JAWS, Windows Magnifier, and ZoomText. Assessment methods combined automated testing using axe DevTools with manual keyboard navigation testing, screen reader testing, contrast and grayscale checks, and manual review of headings, landmarks, forms, tables, links, and dynamic components. Compliance verification covered multiple application screens including Activity , Insights, Scorecard, Leaderboard, Schedule, Help, Calls, Chats, Inbox, User Panel, Preferences, Call Controls, Agent Workspace, Parked Conversations, Dashboard, and Performance Management modules. Users unable to access Genesys Cloud content or features may contact accessibility support via email at accessibilityfeedback@genesys.com or postal mail to the Amsterdam office, with acknowledgment provided within one week or five business days. Alternative formats including large print, Braille, audio, or assistive technology-compatible electronic formats are available upon request. Legal remedies are available through the French Defender of Rights for unresolved accessibility issues. The platform maintains an ongoing commitment to enhancing accessibility features and ensuring inclusive customer experiences, with no disproportionate-burden exemptions claimed and no content excluded from accessibility requirements. This accessibility statement was established August 4, 2026, based on an external audit conducted by Lighthouse Works in March 2026

Genesys is committed to a more inclusive customer experience and continuously works to enhance accessibility in Genesys Cloud. Accessibility design and implementation includes support for screen readers, keyboard navigation, and other features, based on inclusive user interface design.

Genesys has focused its efforts on following the standards set forth in the Web Content Accessibility Guidelines (“WCAG”) 2.2 Level AA, Section 508 of the US Rehabilitation Act (corrected January 22, 2018), and EN 301 549 (V3.1.1 & V3.2.1) and shall make every reasonable effort to conform with such standards.

Genesys Accessibility Conformance Reports (ACRs) which document our conformance to these requirements are available in the following section.

For Genesys Cloud services offered in France, Genesys also evaluates accessibility against the French General Accessibility Improvement Framework (RGAA).

Note: To report an accessibility issue, open a case with .

Genesys Cloud Services – RGAA Accessibility Statement

Genesys Cloud Services, B.V. shall make every reasonable effort to conform with such accessibility standards in accordance with Article 47 of French Law No. 2005-102 of February 11, 2005.

This accessibility statement applies to the Genesys Cloud web application.

The Genesys corporate website is available at https://www.genesys.com/. The corporate website itself was not included within the scope of this RGAA audit.

State of conformity

Genesys Cloud is partially compliant with the French General Accessibility Improvement Framework, RGAA version 4.1.1.

Test results

The external compliance audit conducted by Lighthouse Works in March 2026 found that:

28 criteria were met
18 criteria were not met
60 criteria were not applicable

This means that 60.87% of the applicable RGAA criteria were met.

Content not accessible

Non-conformities

Some informative images do not have an appropriate text alternative.
Some decorative images may be unnecessarily announced by screen readers.
Some frames or iframes do not have a sufficiently descriptive title.
Some information is communicated using color alone.
Some text and interface components have insufficient contrast against their background.
Some table row or column headers are not correctly associated with their data cells.
Some tables do not communicate their structure correctly to assistive technologies.
Some links do not have a sufficiently clear or meaningful accessible name.
Some scripts and interactive components are not fully compatible with screen readers.
Some scripts and interactive components cannot be fully operated using a keyboard.
Some expanded, collapsed, selected, or updated states are not correctly communicated to assistive technologies.
Some changes of context are not announced or cannot be controlled by the user.
Some status messages and dynamically updated content are not correctly communicated to screen readers.
Some pages or interface regions do not use an appropriate heading structure.
Some page regions are not identified using appropriate landmarks.
Some lists are not marked up as lists.
Some information or functionality may be lost when CSS is disabled.
Some text or interface content may become difficult to read when text is resized to 200%.
The keyboard focus indicator is not visible on some interactive elements.
Some hidden content is unnecessarily exposed to screen readers or keyboard users.
Some content may be obscured or require horizontal scrolling when the viewport width is reduced.
Changes to text spacing may obscure content or affect functionality.
Some form fields do not have an accessible label.
Some form fields have labels that are unclear or do not adequately describe their purpose.
Some related form fields are not grouped programmatically.
Some form buttons do not have a sufficiently meaningful accessible name.
Some form fields do not correctly identify or communicate input errors.
Some required fields or input requirements are not clearly communicated.
Some application regions are not identified programmatically.
On some screens, the keyboard navigation order is not logical or predictable.
Focus may not always move to the expected location when a panel or dialog opens or closes.
Some content displayed on hover or focus is not fully available to keyboard or screen-reader users.
Some data visualizations require mouse interaction and do not provide an equivalent keyboard-accessible alternative.

The principal RGAA criteria affected are:

Images: 1.1 and 1.2
Frames: 2.1
Color and contrast: 3.1, 3.2, and 3.3
Tables: 5.3, 5.6, and 5.8
Links: 6.1 and 6.2
Scripts and dynamic content: 7.1, 7.3, 7.4, and 7.5
Information structure: 9.1, 9.2, and 9.3
Presentation and reflow: 10.7, 10.10, 10.11, and 10.13
Forms: 11.1, 11.2, 11.5, 11.7, 11.9, 11.10, 11.11, and 11.13
Navigation: 12.6, 12.8, and 12.9

Disproportionate-burden exemptions

Genesys Cloud does not claim any exemptions based on disproportionate burden.

Content not subject to accessibility requirements

No content has been identified as excluded from the accessibility requirements within the declared audit scope.

Establishment of this accessibility statement

This statement was established on August 4, 2026.

The external audit supporting this statement was conducted by Lighthouse Works in March 2026.

Technologies used to create the application

HTML5
CSS
JavaScript
WAI-ARIA
SVG
Web components

Test environment

Content-rendering and accessibility checks were performed using the environments documented in the supporting Accessibility Conformance Report, including:

Windows 11 with Google Chrome
Windows 11 with Microsoft Edge
Windows 11 with Mozilla Firefox
NVDA
JAWS
Windows Magnifier
ZoomText
Keyboard-only navigation

Tools and methods used to assess accessibility

axe DevTools
Automated accessibility testing using axe
Manual keyboard testing
Manual testing with NVDA
Manual testing with JAWS
Testing with and without assistive technologies
Browser developer tools
Contrast and grayscale checks
Manual review of headings, landmarks, forms, tables, links, and dynamic components

Screens that underwent compliance verification

Activity: Overview
Activity: Insights
Activity: Scorecard
Activity: Leaderboard
Activity: Schedule
Help
Calls
Chats
Inbox
User Panel
Preferences
Call Controls
Workspace: Agent Workspace
Workspace: Parked Conversations
Document Dashboard
Performance Management: Real-time Adherence
Performance Management: Intraday Monitoring
Performance Management: Historical Adherence
Performance Management: Historical Shrinkage
Performance Management: Development Feedback
Development and Feedback: New Module
Performance Management: External Metric
Performance Management: Gamification Settings

Feedback and contact

When a user is unable to access content or use a feature of Genesys Cloud, they can contact Genesys to request assistance, an accessible alternative, or the content in another format.

Email

accessibilityfeedback@genesys.com

Please include “Accessibility Feedback” in the subject line.

Telephone

Postal address

Genesys Accessibility Feedback

Attn: Accessibility Manager

Mr Treublaan 7
1097 DP Amsterdam
The Netherlands

Genesys will acknowledge feedback submissions requesting a response within one week, or five business days.

Information may also be requested in another accessible format, including large print, Braille, audio, or an electronic format compatible with assistive technology.

Legal remedies

This procedure may be used when an accessibility issue prevents a user from accessing Genesys Cloud content or functionality, the issue has been reported to Genesys, and no satisfactory response or solution has been provided.

Several options are available:

Write to the French Defender of Rights using its online contact form.
Contact a local representative of the Defender of Rights.
Send a letter free of charge and without postage to:

Défenseur des droits

Libre réponse 71120

75342 Paris CEDEX 07

France

Genesys Cloud accessibility compliance

Accessibility compliance is evaluated through manual and automated testing. Manual evaluation methods include use of screen readers such as VoiceOver, NVDA, and JAWS. Apart from automated tools, automated testing incorporates browser plugins such as axe and accessibility insights.

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