Genesys Cloud exports recordings into your own S3 bucket: audio, screen recordings, and metadata filed by date and conversation. Files.com mounts that bucket and turns the export into an archive: retention enforced, compliance pulls self-served, every access logged.
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Genesys Cloud solved the export half. Its S3 recording bulk actions integration delivers every conversation into a bucket you own, on policy or on demand: .opus audio, zipped screen recordings, JSON metadata. What lands in that bucket is an object store, not an archive: no browsable access for compliance, no retention enforcement, no governed way to hand a call to counsel, and no record of who touched what.
Files.com turns the export bucket into the archive it was supposed to be. A mount presents the recordings as folders, retention policies enforce the years the obligation runs, Automations file arrivals the way compliance searches, and the audit log records every access.
The archive works the same way for every contact-center platform: call recordings archived in storage you control, retained per folder and played from a browser by the people who answer for them.
Export buckets mounted, retention enforced, and compliance pulls answered without an engineer.
Genesys Cloud’s S3 integration exports recordings into your AWS bucket: .opus audio, screen recordings, JSON metadata, filed by date and conversation. Files.com mounts that bucket and the export becomes an archive people can actually work in.
Regulators measure recording retention in years; platform windows don’t. Retention policies on the mounted archive hold each conversation exactly as long as its obligation runs, and clear it when the clock does.
When a complaint or audit lands, the person answering it signs in through SSO, browses the date-and-conversation structure, and pulls the recording. The access itself is recorded in the audit log. No S3 console, no engineer.
Legal, external counsel, and regulators ask for calls. Expiring, governed links and scoped folders serve them without anyone getting bucket credentials, and every download is on the record.
Each export carries JSON metadata alongside the audio. Automations can file recordings by queue, campaign, or line of business as they arrive, so the archive’s structure matches how compliance actually searches.
An export policy that silently stops leaves a retention gap nobody sees. Delivery monitoring knows the export cadence and opens an incident the day recordings stop arriving in the bucket.
The layer between the export bucket and the auditor.
The recording bulk actions integration wants your own AWS S3 bucket with an IAM role. Exports run policy-based on schedule or on demand through the Recording Bulk Job API. That side stays exactly as Genesys designed it.
A Remote Server Mount presents the export bucket as Files.com folders: nothing copied, nothing moved. The bytes stay in your AWS account and region; the governance lives on top.
Per-folder permissions scope QA, compliance, and legal to exactly their reach, and SSO carries identity, so archive access follows employment.
When a matter opens, the folder freezes: permissions locked, or the recordings synced to a WORM archive that nothing can modify or delete. The hold is a setting, not a project.
“Files.com's strengths are simplicity, ease of use, and the cloud connectors. We don't have to invent custom infrastructure for every partner.”
“Files.com is versatile — it can manage many different situations from a single platform. We've consolidated multiple tools onto it.”
“Files.com is robust and scales to a large enterprise. We get multiple files per minute, per second — and we're a 24/7 organization, so everything has to always be up.”
What compliance and IT teams ask most when archiving Genesys Cloud recordings.
Genesys Cloud exports recordings through its AWS S3 recording bulk actions integration: export policies run on schedule, or the Recording Bulk Job API runs them on demand. The export delivers .opus audio, zipped screen recordings, and JSON metadata into your own S3 bucket, organized by organization, date, and conversation.
Files.com mounts the export bucket and adds what a compliance archive needs: browsable access through SSO, per-folder permissions, retention enforcement, governed sharing, and an audit log of every touch. The export gets the files out, the mount makes them usable, and the bytes never leave your AWS account.
The clock runs by the book of business: CMS requires Medicare enrollment records kept for ten years and marketing and sales call recordings for at least six, and insurance and financial-services obligations commonly run a decade. Files.com retention policies enforce the applicable clock per folder.
The person fielding it answers it without a ticket: they sign in to Files.com through SSO, browse the date-and-conversation structure or the queue-based filing your Automations applied, and pull the recording. The access itself lands in the audit log.
Yes. Files.com hands counsel or a regulator an expiring, governed link or a scoped folder per matter. They get the recordings without bucket credentials or an account on their end, and every download is logged.
Yes. The export files by organization, date, and conversation ID. Files.com Automations read the accompanying metadata and refile recordings by queue, campaign, or line of business as they arrive.
Files.com opens an incident the day an expected drop goes missing. Delivery monitoring knows the export cadence, so a silently stopped export policy surfaces as an alert the same day, not at the next audit.
With Files.com, the recordings never leave your AWS account unless you choose to move them. A mounted bucket means the bytes stay in your S3, in your region, under your KMS keys. Files.com is the access and governance surface over storage you already control.
Yes. Files.com provides the control set a regulated call archive requires: encryption in transit and at rest, least-privilege access through SSO, and a complete access log. Where calls carry PHI, Files.com Enterprise includes a pre-approved HIPAA business associate agreement.
Files.com replaces the S3 console as a compliance tool: engineers running object listings to find a call, credentials shared to make deadlines, and no record of who pulled which call. The export keeps running, and Files.com becomes the front end the people answering for the archive actually use.
Your Genesys exports, mounted and governed: retention enforced, pulls self-served, every access on the record.
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