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Genesys Cloud Premium CTI - AI Powered
Experience seamless integration and AI-driven capabilities with Loyally's Freshdesk Genesys Premium
Free
Not governed by Freshworks Freddy AIAs a reminder, the way in which a given App within the Freshworks Marketplace processes, transmits, uses, and retains data (including in the context of artificial intelligence (AI) related features) is defined by the license terms offered by the relevant third-party licensor of that App.
Loyally's Genesys Cloud Premium CTI + AI App Features:
AI-Powered Call Transcriptions + Summaries: Instant insights with AI-powered call transcriptions and summaries for tickets.
Access Call Recordings: Easily access call recordings directly from tickets.
Flexible Ticket Creation: Manual or automatic creation for calls and SMS.
Enhanced Ticket Notes: Add detailed notes to existing tickets.
Streamlined Ticket Management: Automatic ticket pop on IVR input.
Efficient Contact Matching: Match contacts based on multiple phone number formats.
Comprehensive Caller Insights: Access caller ticket history in Freshdesk.
One-Click Dialing: Initiate calls directly from the Freshdesk interface.
Genesys PureCloud Functionalities:
Hold: Place callers on hold during conversations.
Pause: Pause ongoing calls for temporary interruptions.
Transfer: Transfer calls to other team members or departments.
Mute: Mute your microphone during calls for privacy.
Voicemail: Receive and manage voicemail messages from callers.
Phonebook: Access a phonebook for quick contact reference.
Queue: Manage incoming calls in a queue for efficient call handling.
Change Status: Change your availability status to indicate your availability to take calls.
Experience seamless integration and AI-driven capabilities with Loyally's Genesys PureCloud premium app for superior customer engagement within your Freshdesk environment.
Ready to enhance your customer support? Get started with Loyally today!
Please follow the installation instructions in this document: https://loyally.eu/docs/callcontrol/pcfd/Loyally-FreshDesk-PureCloud-CTI-User-Manual.docx
If you have any questions please contact us.
Data Management and Storage
Does your app use AI or GenAI features?
Yes
No
Does your app collect / process any End-User data?
Yes
What End-User data does your app collect/process?
It processes the call recording by retrieving it from Genesys Cloud and offering it to the OpenAI platform.
What is the purpose of collecting/processing the data?
Being able to transcribe and summarize the call.
Does your app store any End-User data?
No
Does your app share End-User Data with any third party entities?
No
No
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
Is the End-User data encrypted at rest?
Yes
Elaborate the encryption methodology adopted
256-bit Advanced Encryption Standard (AES-256).
Is the End-User data encrypted in transit?
No
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
NA
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
No
What is the data retention period after app is uninstalled?
Data retention is based on the configuration of the AWS S3 from Genesys
Does your app allow customers to request a custom End-User Data retention period?
No
App Info
Published by LYL
about 6 days ago
Works with
Supported for
Categories
Other Resources
Please visit the vendor’s website for privacy policy and terms of use.
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