tencent cloud

PrevNext

Feedback

search by keyword

Recent Pages

Documentation
Cloud Contact Center
    Documentation
    Download PDF

    Data Processing And Security Agreement

    Last updated: 2024-03-26 17:52:13
    Download PDF

      1.BACKGROUD

      This Module applies if you use Tencent Cloud Contact Center ("Feature"). This Module is incorporated into the Data Processing and Security Agreement located at DPSA. Terms used but not defined in this Module shall have the meaning given to them in the DPSA. In the event of any conflict between the DPSA and this Module, this Module shall apply to the extent of the inconsistency.

      2.PROCESSING

      We will process the following data in connection with the Feature:
      Personal Information
      Use
      Agent and Administrator Information: Information relating to your agents and administrators (collectively or individually, as applicable, "agents") who use the Feature, and their devices:
      agent staff ID, phone number(s), email, name, nickname(optional), status(busy/available/break), role, skill group, online status, cellphone pickup indicator;
      browser, device availability check (whether device has built-in camera, microphone, built-in speaker), network information.
      We use this information for the purposes of providing the Feature to you, including to enable you to set up and manage your internal accounts and access rights for the Service, and to ensure agents meet the hardware, software, and network requirements to support their use of the Feature.
      Please note that this data is encrypted using our TencentDB for MySQL feature, and stored in our TencentDB for Redis feature and backed up in our Cloud Object Storage feature. 
      Outbound and Inbound Call Data:
      Audio recording of the call;
      If your end user makes a call to customer service which then transfers the call to another call center: Phone number, telecommunication services providers, call duration;
      Interactive Voice Response (IVR): IVR prompt, and your end user’s input collected from IVR (via text to speech, engine text or audio file).
      We only process this data for the purposes of providing the Feature to you.
      Please note that the audio recording of the call is stored in our Cloud Object Storage ("COS") feature, and other outbound and inbound call data is stored in our TencentDB for MySQL ("MySQL") feature and backed up in our COS feature.
      Call Analytics Data: Metrics relating to your agents’ use of the Feature:
      Inbound and outbound calls: number of calls, number of answered calls, connection rate, average wait time, average call duration, number of calls that are transferred to manual customer service, number of calls transferred to manual customer service but have not reached manual customer service, queue count, IVR abandonment rate, agent/skill group status(online/break/busy), agent’s time on each status, current reception volume and daily reception volume; audio recording of the call.
      service records: time when a call is processed by an agent, call type (inbound/outbound), agent operation terminal, calling number, call remarks, called number, connection status, call duration, agent nickname/name, agent ID, agent/skill group, satisfaction rating, party who ends the call, voicemail.
      We only process this data for the purposes of providing the Feature to you.
      Please note that the audio recording of the call is stored in our COS feature, and other call analytics data is stored in our MySQL feature and backed up in our COS feature.
       
      Configuration Data: Your configurations on quick replies, blacklisted phone numbers, keywords, user access controls (role permissions), and inbound call pop-up screen (including end user phone number, telecommunication service provider information).
      We only process this data for the purposes of providing the Feature to you in accordance to your specific configuration.
      Please note that this data is stored and backed up in our MySQL feature.

      3.SERVICE REGION

      As specified in the DPSA. The main and backup servers for this Feature are in Singapore.

      4.SUB-PROCESSORS

      As specified in the DPSA.

      5.DATA RETENTION

      We will store personal data processed in connection with the Feature as follows:
      Personal Information
      Retention Policy
      Agent and Administrator Information
      We retain such data until you terminate your use of the Feature or upon your data deletion request, in which case we will delete this data within 30 days of such termination or receipt of your data deletion request.
      Outbound and Inbound Call Data
      Call Analytics Data
      We retain such data for 6 months (unless you request for deletion of such data, in which case we will delete it within 30 days). You may also purchase (or trial, as applicable) storage on our Cloud Object Storage (COS) feature if you would like us to store such data for longer than 6 months.  
      Configuration Data
      We retain such data until you terminate your use of the Feature, in which case we will delete this data within 30 days after termination.
      You can request deletion of such personal data in accordance with the DPSA.

      6.SPECIAL CONDITIONS

      You must ensure that this Feature is only used by end users who are of at least the minimum age at which an individual can consent to the processing of their personal data and it is no longer necessary for them to obtain parental or their guardian’s consent. This may be different depending on the jurisdiction in which an end user is located.
      
      You represent, warrant and undertake that you shall obtain and maintain all necessary consents from data subjects (including your agents and end users) in respect of the processing of their personal data (as applicable) in respect of the Feature (including for the purposes of providing the Feature and the functionalities described within the Feature’s Privacy Policy and Data Processing and Security Agreement), in accordance with applicable laws and so as to enable us to comply with applicable laws. You agree you will indemnify and hold Tencent harmless from and against all claims, liabilities, costs, expenses, loss or damage (including consequential losses, loss of profit and loss of reputation and all interest, penalties and legal and other professional costs and expenses) incurred by Tencent arising directly or indirectly from a breach of this requirement.
      
      This Feature is not intended for the processing of sensitive data. You must ensure that this Feature is not used to transfer or otherwise process any sensitive data by you or your end users.
      
      You acknowledge, understand and agree that (i) we do not make any representation or warranty or give any undertaking that this Feature will be in compliance with any applicable laws or regulations, and (ii) any reliance on or use of this Feature is at your sole risk.
       
      Contact Us

      Contact our sales team or business advisors to help your business.

      Contact Us
      Technical Support

      Open a ticket if you're looking for further assistance. Our Ticket is 7x24 avaliable.

      Submit a Ticket
      7x24 Phone Support
      Copyright © 2013-2024 Tencent Cloud. All Rights Reserved.
      Privacy PolicyLegalCookie Policy