RingCentral Premium CTI - AI Powered
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.
This premium CTI app provides AI powered features!
Published by LYL(about 6 months ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
Loyally's RingCentral 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.
RingCentral RingEX 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 RingCentral premium app for superior customer engagement within your Freshdesk environment.
Ready to enhance your customer support? Get started with Loyally today!
Please contact us on our support address to install the Ringcentral Premium CTI application or to schedule a personal demo.
Install the app by filling in the required installation fields:
Freshdesk API Key - Fill in the agent API key with which the API communication towards Freshdesk should be done.
RingCentral API Server Url - Fill in the default url here as mentioned.
RingCentral Client ID - Enter the correct client id as mentioned in the setting description.
Data Management and Storage
Does your app use AI or GenAI features?
Yes
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
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 the RingCentral platform and offering it to the OpenAI platform. If configured, it will upload the recording to AWS S3 or Google Bucket for longer file retention.
What is the purpose of collecting/processing the data?
Being able to transcribe and summarize the call.
Being able to retain the recordings longer on AWS S3 or Google Bucket.
Does your app store any End-User data?
No
Does your app share End-User Data with any third party entities?
Yes
Third Party 1
Name of the third party
Amazon AWS, Google cloud
Domain
depends on the storage account used
Countries where 3rd party entity stores data
Australia, Austria, Bahrain, Belgium, China, Finland, France, Germany, Greece, Hong Kong, Indonesia, Ireland, Israel, Italy, Japan, Mexico, New Zealand, Norway, Poland, Qatar, Saudi Arabia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom, United States
What is the purpose of sharing data?
Being able to retain the recordings longer on AWS S3 or Google Bucket.
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 or Google Bucket
Does your app allow customers to request a custom End-User Data retention period?
No
Log in to install this app
Enter your Freshdesk URL to proceed
https://
Proceed
Version History5.0 (July 2024)
New:
- Recording link added to ticket
- Recording transcript added as ticket note
- Recording transcript is summarized using OpenAI and is added as ticket note
Improvements:
- Warm transfer now only give 1 ticket and sets the subject to "transfer ticket". The ticket is popped on the screen pf agent 2 once agent 1 completes the transfer
- We now store the Queue name of the call as a Ticket Tag. This allows users to create Freshdesk Automations based on that version
Please note that the initial Queue name is used. When doing a warm transfer to another queue the new queue name is not used as we do not receive the value from RC.
4.0 (August 2023)
FDK 9.0 Upgrade
Added voice recordings, which can be stored on AWS, GCP, or RingCentral Servers.
Added browser notifications
Support for multiple prefix matching.
PostMessage Wildcard security fix for I-frame/window communication.
3.0 (December 2021)
No release notes found
2.0 (March 2021)
No release notes found