ADD-ON SERVICE DESCRIPTION

 
RingEX ADD-ON SERVICE DESCRIPTIONS
 
The following product descriptions and terms apply to Customer’s use of any RingEX add-on services and form part of your Agreement with RingCentral. Add-on products may include additional legal obligations and it is Customer’s responsibility to review such terms and conditions.
 
Business Analytics Pro
 
Availability: RingCentral direct customers 
 
Business Analytics Pro is a fully customizable, next-gen dashboarding & reporting solution that empowers managers across the business to assess and optimize their team’s performance and make informed decisions to drive better business outcomes. 
 
Business Analytics Pro provides historical call aggregations that can be utilized for a myriad of use cases such as;
 
  • Ad-hoc analysis to gain comprehensive understanding of team’s performance
  • Visualize to uncover call patterns such as peak hours and days to make staffing decisions
  • Define, create and monitor Key Performance Indicators suitable for your business
  • Download data and visualizations to socialize and keep your leadership up to date
Business Analytics Pro comes standard with Ultra tier packages and is available as a paid add-on to other tiers. Pricing based on account size. Customer must select the number of months’ data retention; changing to a lower tier (i.e. reducing duration of storage) will remove data from Analytics.
 
RingCentral Personal AI Assistant
 
Availability: RingCentral RingEX direct customers on Core, Advanced, or Ultra packages (not all features are available for all packages) located in US, AU, UK, and CAN
 
Service Overview
RingCentral Personal AI Assistant features use generative AI to automatically process recorded calls and produce transcripts, call summaries, topics discussed, key updates, next steps mentioned, as well as meeting highlights. Capitalized terms not defined herein shall have the same meanings as set forth in the applicable Agreement between the Parties.
 
RingCentral Personal AI Assistant features include the following functionality (features availability will vary by package):
 
Phone

AI Notes

Transcription

Closed Captions
SMS

AI SMS Writer
Messaging

AI Translator

AI Writer

AI Chat Summaries
Video

Transcription

Closed Captions

Meeting Highlights
Feature Availability and Usage Policy
RingCentral Personal AI Assistant features are available only with select RingEX packages, and feature availability will vary based on the purchased RingEX package. Packages and features are more fully described here. To maintain optimal performance, RingCentral may limit AI Notes usage to 500 minutes per user per month, and all AI features usage to 100 invocations per user per day.
 
Availability and Acceptable Use
RingCentral Personal AI Assistant is not intended or certified for use in processing payment. Customer represents and warrants that it and its End Users will not use Personal AI Assistant  to process any Payment Card Information (PCI data).
 
Accuracy of Results
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs (e.g. call summaries, transcription accuracy, etc), including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
 
Customer and it’s End Users should not solely or as a substantial factor rely on artificial intelligence outputs to make decisions concerning education enrollment or opportunity, employment, financial or lending service, creditworthiness, essential government service, healthcare service, housing, insurance, or legal service. Customer acknowledges that the RingCentral Personal AI Assistant Services are subject to being modified, updated, or changed.
 
Required Consent
Customer represents and warrants that, prior to allowing any users or third party call or video participants to access, be recorded by, be analyzed by AI, or use RingCentral Personal AI Assistant, it will obtain all necessary consents, authorizations, and permissions required under applicable laws to: (a) record communications; and (b) use artificial intelligence or other technologies to analyze or process such communications.

RingCentral will have no responsibility or liability for any costs, damages, penalties, fines, or other liabilities arising from or related to: (1) Customer’s failure to obtain the necessary consents described above; (2) Customer’s failure to comply with user or participant request to discontinue use of the services; or (3) Customer’s violation of applicable laws, regulations, or third-party rights in connection with its use of the product.
 
Customer agrees to indemnify, defend, and hold harmless RingCentral and its Affiliates from and against any and all claims, liabilities, damages, losses, penalties, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to any third-party claim resulting from Customer’s breach of the foregoing obligations. This indemnity will apply to judgments awarded by a court of competent jurisdiction or settlements approved in writing by Customer.
 
IP Ownership
RingCentral Personal AI Assistant processes Customer inputs with pre-trained, artificial intelligence models to generate outputs (“AI Output”), such as; call summaries or highlights. Customer is solely responsible for responding to any third-party claim directed to Customer’s (or its End User’s) use of the RingCentral Personal AI Assistant Services (including, but not limited to, copyright infringement or other claims relating to AI Output resulting from Customer’s (or its End User’s) use of the RingCentral Personal AI Assistant Services). Customer is responsible for its inputs (and the inputs of its End Users), including for ensuring that they do not violate any applicable laws or regulations. Customer owns the right, title, and interest to AI Outputs.  As between RingCentral and Customer, and to the extent permitted by law, RingCentral owns all rights in and to the pre-trained, artificial intelligence models associated with RingCentral Personal AI Assistant Services.
 
Storage of Personal Data. Additional terms for Customers located in Australia and Canada: Customer-generated content, which may include Personal Data, will be stored in the United States regardless of which country the Customer’s account is associated with.
 
SpinSci Patient Assist for RingCentral
 
Availability: RingCentral direct customers in USA and Canada
SpinSci Patient Assist is a dynamic tool designed to optimize patient access workflows by integrating seamlessly with Electronic Health Records (EHRs) (such as Epic, Cerner, and others) and certain RingCentral Services.  SpinSci Patient Assist is available as an add-on to RingEX.
 
When integrated with RingEX, the RingCentral dialer appears within the SpinSci Patient Assist dashboard, allowing agents to access RingEX voice services while remaining in the SpinSci Patient Assist dashboard.  With this embedded dialer, Customers will be able to accept calls/read texts in the SpinSci dashboard when a  patient calls/texts the medical facility or Customers’ agents can initiate a direct call to a patient from within the SpinSci dashboard.
 
ThetaLake for RingCentral
 
Availability: RingCentral direct customers located in USA, Canada, UK, Australia, Germany, France, Spain, Switzerland, Ireland, Belgium, Italy
 
Theta Lake Compliance and Security Suite seamlessly integrates with RingEX and RingCentral Contact Center to capture, compliantly archive, act as an archive connector for existing archives of record, and perform eDiscovery and legal-hold case management for RingEX.  In addition to comprehensive capture and archiving, Theta Lake uses AI to detect  regulatory, privacy, and data security risks in an AI-assisted review workflow across what is shared, shown, spoken, and typed.
 
Add-on licenses are available in the following combinations
 
Chat Archive, Surveillance, DLP, Legal-hold
Chat Archive Only
SMS Archive, Surveillance, DLP, Legal-hold
SMS Archive Only
Audio Archive, Surveillance, DLP, Legal-hold
Audio Archive Only
Video Archive, Surveillance, DLP, Legal-hold
Video Archive Only
 
ThetaLake for RingCentral Services are subject to the End User License Agreement available at https://thetalake.zendesk.com/hc/en-us/articles/360033984334-Theta-Lake-Enterprise-Terms-of-Use
 
Artificial Intelligence
The Surveillance license leverages AI to analyze voice, text, and video content, in order to highlight words and phrases that might indicate a compliance risk.  Customer may choose to add additional service which includes fine-tuning this AI feature.  Fine-tuning inputs are not used to train or improve the services generally.
 
AI Conversation Expert (ACE) (formally RingSense™)
Availability: RingCentral direct customers located in United States, Canada, United Kingdom, EU, and India
 
Service Overview
AI Conversation Expert (ACE) (formally RingSense™) is a conversation intelligence add-on to RingEX Services. ACE analyzes interactions between sales teams and their prospects to organize and surface key insights and AI-driven performance measures. ACE uses AI and communications data to automate work and provide insights that would not otherwise be discoverable. The platform analyzes conversation interactions to organize and discover key insights and AI-driven performance measures.
 
AI Conversation Expert includes:
 
  • Conversation transcription and AI-generated summary analysis
  • AI-generated call performance scoring and summary reports
  • Coaching reports and customizable scorecards
  • Custom libraries for managing playbook and best practices
  • Communication interaction analytics
AI Conversation Expert features are more fully described at http://ringcentral.com/ringsense
 
ACE is not intended or certified for use in processing payment. Customer represents and warrants that it will not use ACE to process any Payment Card Information (PCI data).
 
Artificial Intelligence
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs (e.g. call scoring, transcription accuracy, etc), including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities, or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
 
Customer and it’s End Users should not solely or as a substantial factor rely on artificial intelligence outputs to make decisions concerning education enrollment or opportunity, employment, financial or lending service, creditworthiness, essential government service, healthcare service, housing, insurability, or legal service.
 
Required Consent
Customer represents and warrants that, prior to allowing any users or third party call or video participants to access, be recorded by, be analyzed by AI, or use ACE, it will obtain all necessary consents, authorizations, and permissions required under applicable laws to: (a) record communications; and (b) use artificial intelligence or other technologies to analyze or process such communications.
 
RingCentral will have no responsibility or liability for any costs, damages, penalties, fines, or other liabilities arising from or related to: (1) Customer’s failure to obtain the necessary consents described above; (2) Customer’s failure to comply with user or participant request to discontinue use of the services; or (3) Customer’s violation of applicable laws, regulations, or third-party rights in connection with its use of the product.

Customer agrees to indemnify, defend, and hold harmless RingCentral and its Affiliates from and against any and all claims, liabilities, damages, losses, penalties, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to any third-party claim resulting from Customer’s breach of the foregoing obligations. This indemnity will apply to judgments awarded by a court of competent jurisdiction or settlements approved in writing by Customer.
 
IP Ownership
ACE processes Customer inputs with pre-trained, artificial intelligence models to generate outputs (“AI Output”), such as; call scores or conversation metrics. Customer is solely responsible for responding to any third-party claim directed to Customer’s use of the ACE Services (including, but not limited to, copyright infringement or other claims relating to AI Output resulting from Customer’s use of the ACE Services). Customer is responsible for its input, including for ensuring that it does not violate any applicable laws or regulations. Customer owns the right, title, and interest to AI Outputs. As between RingCentral and Customer, and to the extent permitted by law, RingCentral owns all rights in and to the pre-trained, artificial intelligence models associated with ACE Services.
 
Additional terms for customers located in the UK regarding International data transfers: 
RingCentral may transfer and process Customer Personal Data outside the United Kingdom, in accordance with the applicable Subprocessor list, to locations where RingCentral, its Affiliates or its Subprocessors maintain data processing operations. Customer-generated content, which may include Customer Personal Data, will be stored in the United States regardless of which country the Customer’s account is associated with. RingCentral complies with and has certified to the U.S. Department of Commerce its adherence to the UK Extension to the EU-U.S. Data Privacy Framework. Please see RingCentral’s Notice of Certification for more information. To the extent that RingCentral processes (or causes to be processed) any Customer Personal Data originating from the United Kingdom in a country that has not been recognized by the  European Commission as providing an adequate level of protection for Customer Personal Data, RingCentral will put in place such measures as are necessary to ensure the transfer is in compliance with Applicable Data Protection Laws, which include the execution of the EU Commission's Standard Contractual Clauses, or any other valid transfer mechanism.
 
Recording Management Services by Liquid Voice
 
Availability: RingCentral direct customers in the United Kingdom
 
1. SERVICE OVERVIEW
 
A. Recording Management Services
 
“Liquid Voice” means Liquid Voice Systems Limited.
 
“Recording Management Services” means the importing, archiving, searching, and replaying of telephone call recordings and metadata, as well as pausing and resuming recording.
The Recording Management Services allow the Customer to use RingCentral’s APIs to download new call recordings and metadata from the Customer’s RingEX or RingCentral Contact Centre Services platform to Liquid Voice’s platform. From Liquid Voice’s platform, the Recording Management Services enable the Customer to archive call recordings and metadata, as well as to dynamically pause and resume recording whilst taking payments.
 
Access to the call recordings and metadata on Liquid Voice’s platform and use of the Recording Management Services is made available through a web interface provided by Liquid Voice. RingCentral is not responsible for the development or maintenance of the Liquid Voice web interface or any Recording Management Services.
 
Advanced features of Recording Management Services are as follows:
 
(i)          Call Data Tagging
 
“Call Data Tagging” means the enrichment of existing call recording metadata with other data to improve searchability from within the Liquid Voice platform.
 
Data can come from CTI data, non-standard fields from external systems or user input via Liquid Voice’s Call Outcomes client.   Examples of Call Data Tagging, include automatic import of Account Numbers, Dispositions or sales data or manually setting the outcome of a call to Complaint or Training Required. 
 
B. Transcription and Analytics Services
 
“Transcription and Analytics Services” means the suite of products and services provided by Liquid Voice to transcribe, summarize, tag, alert and report on insights from recorded audio.
 
C. Quality Management Services
 
“Quality Management Services” means the ability to embed quality management forms and scorecards into the Liquid Voice platform. Scheduling of random sampling of calls, and when linked to Transcription & Analytics Services the ability to automate the population of quality management forms.
 
D. Pause & Resume Service
 
Automated functionality which stops a call recording for payment to be taken. 
 
E. Azure managed SmartExperience Service: server software installed in a liquid voice Azure hosted environment managed by Liquid Voice.
 
2. LIQUID VOICE END USER LICENCE AGREEMENT
 
Customer shall comply with the Liquid Voice’s EULA located at https://www.ringcentral.com/legal/liquid-voice-eula.html
 
3. ADDITIONAL TERMS AND LIMITATIONS
 
3.1. Pricing and Charges. Prices for Recording Management Services subscriptions and any other ancillary services subscriptions are set forth in the applicable Order Form. Additional charges may be incurred by the Customer for the activation or utilization of additional features or services, for which Customer shall be solely liable.
 
3.2 Customer Care. RingCentral will provide second-tier remote support as set forth in the Agreement. Any support cases that require escalation to Liquid Voice shall be subject to Liquid Voice’s response times and are excluded from any response time commitments for second tier support made by RingCentral.
 
3.3 Service Availability. Service Availability of Recording Management Services is excluded from any Service Availability commitments made by RingCentral.
 
3.4 RingCentral is not responsible for the development or maintenance of the Liquid Voice web interface or any Recording Management Services.
 
TEXTEL MESSAGE TO SMS SERVICES
 
SERVICE ATTACHMENT FOR RINGCENTRAL RINGEX, CONTACT CENTER, AND RINGCX SERVICES - TEXTEL MESSAGE TO SMS SERVICES
 

This Service Attachment is a part of the Master Services Agreement (the “Agreement”) that includes the terms and conditions agreed by the Parties under which RingCentral will provide services to the Customer.

1. Service Overview. The Textel Message-to-SMS Services is an add-on service to the RingCentral RingEX, Contact Center, and RingCX Services. The Textel Message-to-SMS Services enable Customers to use the RingCentral one-to-one and team chat functionality to send and receive SMS/MMS messages to downstream end users.

2. Additional Terms and Limitations.

a. Billing. Prices for licenses to use the Textel Message-to-SMS Service are set forth in the applicable Order Form. Additional charges may be incurred by the Customer for the activation or utilization of additional features or services, for which Customer shall be solely liable.

b. Prohibited Use: The Services are not designed, intended, authorized or warranted to be suitable for use in the following “Unauthorized Applications”: life support applications, devices or systems; the operation of nuclear facilities; aircraft navigation systems; aircraft communication systems; air traffic control; direct life support machines; weapons systems; military or space equipment requiring radiation hardened components; and Enhanced 911 or the E911 emergency calling system. You warrant that you will not use the Services for Unauthorized Applications.

c. Trademarks: The Textel and Capacity names, stylized names, logos, graphics and all product and service names associated with the Services are trademarks of Textel and Capacity, and Customer is granted no right or license to use them. Customer covenants, on behalf of itself and its successors and assigns, not to assert against any rights, or any claims of any rights, in any Company Technology.

d. Vendor Portal. RingCentral is not responsible for any portal that Vendor makes available to Customer for accessing or using the Textel Message-to-SMS Service apart from the RingCentral platform, or any content displayed therein, including opt-in/opt-out requests. Notwithstanding anything to the contrary in the Agreement, RingCentral shall not be responsible for any acts or omissions of Vendor in connection with the use, operation or function of the Textel Message-to-SMS Service and the maintenance of the list of Stop Keywords, or the management and use of opt-out and opt-in requests from recipients.

e. Acceptable Use Policy. Customer must use the Textel Message-to-SMS Service in accordance with the RingCentral AUP. Any message sent in violation of the AUP may be blocked by Vendor. Customer is solely responsible for obtaining all necessary consents from recipients before using the Textel Message-to-SMS Service to send SMS/MMS messages to a recipient.

f. The Textel Message-to-SMS Service will be granted the following permissions:

g. Prohibited Mobile Number Resale: Customers in the EU are restricted from purchasing Textel provided mobile numbers from RingCentral. EU Customers must provision the use of mobile numbers from Textel directly.

h. Monthly Fees: Textel provides services with fees that are based on the Customer's monthly usage, which may vary from month to month. The Customer agrees to pay the applicable fees corresponding to their usage each billing cycle, with an understanding that these fees may fluctuate accordingly. The Service Provider will notify the Customer of any significant changes to these fees in advance and rates may be updated from time to time at Service Provider's discretion. These fees include, but are not limited to, charges for carrier-passed messages, overage fees per message, translation services, and payment processing. A full breakdown of rates for these services can be found here.

Permission Description
Read Accounts View user account information, e.g. name, business name, and contact info
Team Messaging Post messages, as well as view, edit and delete Team Messaging related data
Webhook Subscriptions Manage and subscribe to webhook notifications


3. Definitions.  For the purposes of this Service Attachment, the following terms have the meanings set forth below. Any definition provided in this attachment expressly supersedes any conflicting definition in the Agreement.  Any terms used herein but not otherwise defined have the meanings ascribed to them in the Agreement.

“Stop Keywords” means the list of words supported by the Vendor to block or unblock message delivery from a specific phone number. Stop Keywords, which include, but are not limited to “stop,” “unstop,” “end”, “unsubscribe”, “quit” “block,” and “unblock,” are maintained at the discretion of the Vendor and subject to change.

“Textel Message-to-SMS Services” means the services described in Section 1.

“Vendor” means Textel LLC.
 

Balto for RingCentral
 
Availability: RingCentral direct RingCX, RCCC, and RingEX customers in US, UK and CAN
 
Service Description: 
Balto unites with conversational AI solutions that deliver results for sales teams. Balto’s products allow customers’ sales teams to be coached with audio detection, provides a list of crucial phrases and responses to share with clients, and Balto’s AI audio detection listens for keywords. Features include:
Real-Time Guidance Real-Time Coaching Real-Time Quality Assurance Balto Cloud (Analytics and Reporting) Balto IQ
  • Real-time speech recognition
  • Customizable voice-activated checklist
  • Customizable dynamic agent prompts
  • Agent-sourced content aggregation
  • Note-taking
  • Gamification desired sales and customer service behaviors
  • Enterprise user management
  • Customizable Playbooks and workflows
  • Dead Air Reporting
  • Sentiment Analysis
  • Industry-ready Playbooks
  • See here for more
  • Alerts - Create alerts in Balto Cloud based on existing playbook events and choose agents and/or teams to be alerted on
  • Live Listen - When an alert is triggered, you can choose to listen to a call in real time
  • Transcription - See a live transcript of the call as it's progressing for additional context
  • Chat - Provide immediate coaching and/or encouragement for agents based on specific call events and behaviors
  • Chat Acknowledgement - Agents can respond directly to your chats with “Got it” to acknowledge the information
  • Dedicated Sidebar - Your alerts and all of the other features above will be readily visible in a dedicated sidebar in Balto Cloud. Your sidebar will always appear on the right-hand side of the screen as long as you remain on Balto Cloud
  • Enterprise user management
  • See here for more
  • Real-Time Quality Assurance for 100% of conversations
  • Customizable scorecards and grading
  • Auto-fail functionality
  • Multiple team QA
  • Enterprise user management
  • See here for more
  • Usage reporting
  • Checklist adherence reporting
  • Dynamic prompt adherence reporting
  • Notifications and alerts usage reporting
  • Content Recommendations - identify what top agents are saying and scale to other agents
  • Sentiment Analysis
  • Soft Skill and Hard Skill real-time and historical reporting
  • Real-time scoring and feedback
  • Agents scores, explanations, and leaderboard rankings
  • Strategic coaching
  • Compliance Management
  • Enterprise Reporting
Additional features include the Balto API and Balto Managed Services. Balto API is provided “as is” and without warranties of any kind, express or implied. RingCentral makes no guarantees about its accuracy, reliability, or fitness for any particular purpose. Use is at your own risk, and we are not liable for any outcomes or damages resulting from its use. You are responsible for ensuring compliance with all applicable laws and regulations. Balto Managed Services provides end-to-end design, testing, and optimization of Generative AI prompts to ensure accuracy, consistency, and scalability. Managed Services delivers reusable prompt libraries to produce reliable, high-quality AI outputs.
 
Term
 
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the Balto service term is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of Balto services.
 
Implementation and Support
 
RingCentral Project Manager will schedule an introductory call between the customer and a Balto Implementation Manager to review contracted services and other key details for Balto to complete the implementation.
 
Accuracy of Results
 
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs, including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities, or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
 
Customer and its End Users should not solely rely on these outcomes or metrics to make decisions concerning employment, creditworthiness or insurability.

Beetexting Integration
 
Availability: RingCentral Direct RingEX Customers in the US and CAD
 
Service Overview
 
Beetexting utilizes the SMS functionality of RingCentral’s application to ensure a seamless experience for customers. Beetexting offers capabilities and features to enhance the SMS experience including texting, one to one conversations, shared SMS inboxes, team collaboration tools, broadcast messages, templates, contact lists with tags and automations, request reviews, request pay by text, calendly integration, communication advocate (built-in emotional intelligence), attach files to texts, business vCard , internal notes, and contact notes. 
 
Term and Billing
 
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the Beetexting Integration is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of Beetexting services. The Beetexting integration is billed on a monthly basis.
 
Support
 
RingCentral will provide tier-one remote support. Any support cases that require escalation to Beetexting shall be subject to Beetexting’s response times and are excluded from any response time commitments for second tier support made by RingCentral.
 
RingCentral AI Receptionist
Availability: RingCentral RingEX direct customers located in United States,Canada, UK, and AUS
 
Service Overview
AI Receptionist is an AI powered intelligent virtual assistant that can understand caller intent, greet customers, answer common questions, deliver personalized responses  and transfer calls to specific named persons or departments.
 
AI Receptionist features include:

  • Customizable company greeting
  • Configurable AI voices
  • Provide answers about location, hours and common Q&A
  • Direct Transfer to other departments or users
  • Intelligent Transfer based on Context
  • Call Analytics
  • Call Transcripts
  • Testing Interface Environment
AI Receptionist features are more fully described at https://www.ringcentral.com/ai-receptionist.html
 
Billing
Customers can subscribe to a monthly license that includes 100 minutes per license per month aggregated across the account (no roll-over). Additional usage will be charged against Calling Credits (as such term is defined in the RingEX Service Attachment) on the Account and as overage once Calling Credits are exceeded. These minutes are separate from any RingEX or toll-free minutes purchased separately.
 
Availability and Acceptable Use
AI Receptionist is currently configured for data residency in the United States only. Customers who choose to enable AI Receptionist functionality for Global RingEX users located outside of the United States do so at their own risk.
 
AI Receptionist is not intended or certified for use in processing payment. Customer represents and warrants that it will not use AI Receptionist to process any Payment Card Information (PCI data). 
 
Customer Materials and Responsibility
Customer acknowledges and agrees that any documents, data, or other materials (Customer Materials) submitted for use in connection with AIR, are provided at the Customer’s sole responsibility. RingCentral will not be liable for any errors, omissions, delays, or outcomes resulting from inaccurate, incomplete, outdated, or otherwise deficient Customer Materials. Customer further acknowledges that the quality and reliability of the AI service depend on the completeness of Customer Materials and agrees to verify results from documentation submitted prior to use.
 
Accuracy of Results
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs (e.g. answers to customer questions, information about location and hours etc.), including by testing human review of the outputs, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities, or fines resulting from 1) End User use of inaccurate AI outputs, 2) Customer or End User misuse of AI outputs, 3) Customer or End User’s use of AI in violation of applicable laws or regulations.
 
Customer and its End Users should not solely or as a substantial factor rely on artificial intelligence outputs to make decisions concerning education enrollment or opportunity, employment, financial or lending service, creditworthiness, essential government service, healthcare service, housing, insurance, or legal service. Customer acknowledges that the AI Receptionist Services are subject to being modified, updated, or changed.
 
Required Consent
Customer represents and warrants that, prior to allowing any users or third party call or video participants to access, be recorded by, be analyzed by AI, or use RingCentral AI Receptionist, it will obtain all necessary consents, authorizations, and permissions required under applicable laws to: (a) record communications; and (b) use artificial intelligence or other technologies to analyze or process such communications.

RingCentral will have no responsibility or liability for any costs, damages, penalties, fines, or other liabilities arising from or related to: (1) Customer’s failure to obtain the necessary consents described above; (2) Customer’s failure to comply with user or participant request to discontinue use of the services; or (3) Customer’s violation of applicable laws, regulations, or third-party rights in connection with its use of the product.

Customer agrees to indemnify, defend, and hold harmless RingCentral and its Affiliates from and against any and all claims, liabilities, damages, losses, penalties, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to any third-party claim resulting from Customer’s breach of the foregoing obligations. This indemnity will apply to judgments awarded by a court of competent jurisdiction or settlements approved in writing by Customer.
 
IP Ownership
RingCentral AI Receptionist processes Customer inputs with pre-trained, artificial intelligence models to generate outputs (“AI Output”), such as; call summaries or highlights. Customer is solely responsible for responding to any third-party claim directed to Customer’s (or its End User’s) use of the RingCentral AI Receptionist  Services (including, but not limited to, copyright infringement or other claims relating to AI Output resulting from Customer’s (or its End User’s) use of the RingCentral AI Receptionist Services). Customer is responsible for its inputs (and the inputs of its End Users), including for ensuring that they do not violate any applicable laws or regulations. Customer owns the right, title, and interest to AI Outputs.  As between RingCentral and Customer, and to the extent permitted by law, RingCentral owns all rights in and to the pre-trained, artificial intelligence models associated with AI Receptionist Everywhere Services.
 
Storage of Personal Data. Additional terms for Customers located in Australia, United Kingdom, EU, and Canada: Customer-generated content, which may include Personal Data, will be stored in the United States regardless of which country the Customer’s account is associated with.
 
RingCentral AI Receptionist Everywhere
Availability: RingCentral direct customers located in United States and Canada
 
Service Overview
AI Receptionist is an AI powered intelligent virtual assistant that can understand caller intent, greet customers, answer common questions, deliver personalized responses  and transfer calls to specific named persons or departments. Customers who purchase AI Receptionist without an active RingEX license are solely responsible for procuring and maintaining a valid telephone number for use with the service.
 
Customers must ensure that their external number(s) are functional, legally obtained, and capable of properly forwarding calls to the RingCentral-assigned number provided for AI Receptionist. RingCentral is not responsible for the quality, reliability, or performance of any external telephony services used to forward calls into the AI Receptionist system.
 
AI Receptionist features include:

  • Customizable company greeting
  • Configurable AI voices
  • Provide answers about location, hours and common Q&A
  • Direct Transfer to other departments or users
  • Intelligent Transfer based on Context
  • Call Analytics
  • Call Transcripts
  • Testing Interface Environment
AI Receptionist features are more fully described at https://www.ringcentral.com/air
 
Billing
Customers can subscribe to a monthly license that includes 100 minutes per license per month aggregated across the account (no roll-over). Additional usage will be charged against Calling Credits (as such term is defined in the RingEX Service Attachment) on the Account and as overage once Calling Credits are exceeded.These minutes are separate from any RingEX or toll-free minutes purchased separately.
 
For customers without RingEX service, AI Receptionist usage is limited to the functionality described herein and does not include any additional RingCentral calling capabilities such as outbound calling or PSTN connectivity, other than what is expressly provided as part of AI Receptionist.
 
Availability and Acceptable Use
AI Receptionist is currently configured for data residency in the United States only. Customers who choose to enable AI Receptionist functionality outside of the United States do so at their own risk.
 
AI Receptionist is not intended or certified for use in processing payment. Customer represents and warrants that it will not use AI Receptionist to process any Payment Card Information (PCI data). 
 
Accuracy of Results
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs (e.g. answers to customer questions, information about location and hours etc.), including by testing human review of the outputs, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities, or fines resulting from 1) End User use of inaccurate AI outputs, 2) Customer or End User misuse of AI outputs, 3) Customer or End User’s use of AI in violation of applicable laws or regulations.
 
Customer and its End Users should not solely or as a substantial factor rely on artificial intelligence outputs to make decisions concerning education enrollment or opportunity, employment, financial or lending service, creditworthiness, essential government service, healthcare service, housing, insurance, or legal service. Customer acknowledges that the AI Receptionist Services are subject to being modified, updated, or changed.
 
Required Consent
Customer represents and warrants that, prior to allowing any users or third party call or video participants to access, be recorded by, be analyzed by AI, or use AI Receptionist Everywhere, it will obtain all necessary consents, authorizations, and permissions required under applicable laws to: (a) record communications; and (b) use artificial intelligence or other technologies to analyze or process such communications.
 
RingCentral will have no responsibility or liability for any costs, damages, penalties, fines, or other liabilities arising from or related to: (1) Customer’s failure to obtain the necessary consents described above; (2) Customer’s failure to comply with user or participant request to discontinue use of the services; or (3) Customer’s violation of applicable laws, regulations, or third-party rights in connection with its use of the product.
 
Customer agrees to indemnify, defend, and hold harmless RingCentral and its Affiliates from and against any and all claims, liabilities, damages, losses, penalties, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to any third-party claim resulting from Customer’s breach of the foregoing obligations. This indemnity will apply to judgments awarded by a court of competent jurisdiction or settlements approved in writing by Customer.
 
IP Ownership
RingCentral AI Receptionist processes Customer inputs with pre-trained, artificial intelligence models to generate outputs (“AI Output”), such as; call summaries or highlights. Customer is solely responsible for responding to any third-party claim directed to Customer’s (or its End User’s) use of the RingCentral AI Receptionist Services (including, but not limited to, copyright infringement or other claims relating to AI Output resulting from Customer’s (or its End User’s) use of the RingCentral AI Receptionist Services). Customer is responsible for its inputs (and the inputs of its End Users), including for ensuring that they do not violate any applicable laws or regulations. Customer owns the right, title, and interest to AI Outputs. As between RingCentral and Customer, and to the extent permitted by law, RingCentral owns all rights in and to the pre-trained, artificial intelligence models associated with RingCentral AI Receptionist Everywhere Services.
 
Storage of Personal Data. Additional terms for Customers located in Australia, United Kingdom, EU, and Canada: Customer-generated content, which may include Personal Data, will be stored in the United States regardless of which country the Customer’s account is associated with.
 
 
RINGCENTRAL CONTACT CENTER  ADD-ON SERVICE DESCRIPTIONS
 
The following product descriptions and terms apply to Customer’s use of any RingCentral Contact Center add-on services and form part of your Agreement with RingCentral. Add-on products may include additional legal obligations and it is Customer’s responsibility to review such terms and conditions.
 
 
Cognigy Integration
 
Availability: RingCentral Direct Contact Center, RingCX and Engage Contact Center Customers in the US, CA, UK, EU/DE, CH, and AUS.
Service Overview:
 
Cognigy is an advanced conversational and generative AI platform that seamlessly integrates with RingCentral Contact Center, RingCX, and RingCentral Engage Contact Center solutions. It enables organizations to design, deploy, and manage AI-powered virtual agents—either voice (IVR) or text-based (IVA)—that can communicate naturally with customers to automate routine interactions in sales, service, and support.

With its intuitive graphical development environment, Cognigy allows business teams to build sophisticated, deeply integrated conversational workflows (“Flows”) without requiring extensive coding. The result is faster deployment, easier maintenance, and enhanced automation capabilities—all of which drive improved customer experience (CX) and operational efficiency.

Included Cognigy Services & Options:
  • Cognigy Conversation Bundles: Prepaid conversation packages available in tiers (1k to 1M). These cover usage across virtual agents deployed on Cognigy SaaS
  • xApps for PCI Compliance: Add-on packages (1k–100k) providing secure processing for payment information through PCI-compliant virtual agents
  • Cognigy Voice Gateway:  Bundle of 5 concurrent voice sessions, enabling seamless telephony integration for voice bots via Cognigy SaaS
  • Cognigy HIPAA SaaS:  Designed for healthcare organizations requiring HIPAA-compliant AI. This offering includes:
    • Secure handling of PHI
    • Isolated, compliant infrastructure
    • Data residency and SLA-backed availability
    • Deployment and provisioning are handled through Cognigy’s Customer Success team
  • Cognigy Live Agent:  A unified, AI-enhanced agent workspace for handling escalations from virtual agents:
    • Agent Copilot with real-time suggestions
    • Omnichannel support (web chat, WhatsApp, iMessage, etc.)
    • Intelligent routing and queue management
    • CRM integration and automation tools
    • Real-time analytics and performance monitoring
  • Cognigy Knowledge AI (Knowledge SaaS): A powerful knowledge search and Q&A tool built on LLM and vector search technology:
    • Structured “Knowledge Stores” for internal content
    • Generative responses to customer or agent queries
    • Agent Assist: surfacing relevant knowledge during live interactions
    • Licensing is based on usage (knowledge chunks and queries)
  • Cognigy STT / TTS
    Add-ons enabling Speech-to-Text (STT) and Text-to-Speech (TTS) for voice bot applications
For more details on Cognigy offerings, visit: www.cognigy.com
 
“Committed Conversations” means the number of conversations which are included in the purchased license per Billing Period. Committed Conversations can be used freely within the Billing Period.
 
“Cognigy SaaS” means a single-Tenant access to a Cognigy Product within a multi-Tenant environment, hosted and maintained by Licensor. The service includes Standard Support.
 
 “Conversation” means 1 Session with 1 User on a Channel during a 24 hour period with a maximum of 50 User Inputs per Conversation.
 
Implementation and Add ons
 
Cognigy services include a set up fee for SaaS or voice deployment and RingCentral’s Professional Services implementation. Customers can purchase additional Cognigy conversations for an additional fee.
 
Term and Billing
 
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the Cognigy Integration is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of Cognigy services. The Cognigy integration is billed on a monthly basis.
 
Licensing, Usage, and Overage Fees:
 
Customer access to the services is provided through the purchase of a license that includes a predefined number of usage minutes per billing cycle. The Customer agrees to pay the applicable licensing fee based on their selected package. If the Customer exceeds the included minutes, overage fees will apply at the rate specified for their package. These rates are subject to change, and the Service Provider will provide prior notice of any significant changes. Overage rates are:
Service Overage Rate (price per conversation)
Cognigy.AI SaaS - Overage Charges - S1K $1.31
Cognigy.AI SaaS - Overage Charges - S5K $0.88
Cognigy.AI SaaS - Overage Charges - S10K $0.62
Cognigy.AI SaaS - Overage Charges - S25K $0.50
Cognigy.AI SaaS - Overage Charges - S50K $0.47
Cognigy.AI SaaS - Overage Charges - S100K $0.42
Cognigy.AI SaaS - Overage Charges - S200K $0.31
Cognigy.AI SaaS - Overage Charges - S400K $0.29
Cognigy.AI SaaS - Overage Charges - S500K $0.25
Cognigy.AI SaaS - Overage Charges - S1M $0.17
Voice Gateway Concurrent Sessions SaaS - Overage Charges - Per Line Per Day $5.00

*Price per line/day
End user license agreement
 
Customer shall comply with Cognigy’s End User License Agreement located at
 
 
AI WFM for RingCX
 
The Workforce Management (WFM) add-on for RingCX provides customers with the tools to optimize the operational efficiency of their contact center. This service enables automated forecasting, scheduling, and real-time management of the agent workforce.
 
By utilizing the contact center's historical data, including call volumes and agent activity, the WFM add-on offers a data-driven framework for workforce planning. The automation of key processes reduces reliance on manual data analysis and spreadsheet-based planning, allowing WFM analysts and managers to focus on strategic tasks. This service can help customers improve staffing accuracy, meet service level agreements (SLAs), and gain an overview of workforce performance.

Key Features

  • Automated Forecasting: AI-powered staffing forecasts analyze historical contact center data, such as contact volume, average handle time, and contact arrival patterns. It utilizes machine learning models to identify trends and seasonality, resulting in more accurate predictions than manual methods.
  • Skills-Based Scheduling: Customers can create agent schedules that are optimized based on agents' predefined skills and proficiencies. The system matches the requirements of different contact types to the skills of individual agents, helping to ensure the right personnel are available to handle specific customer inquiries.
  • Adherence Reconciliation: This feature provides customers with real-time monitoring of agent activity against their planned schedule. The system compares live status data from the RingCX platform (e.g., logged in, on a call, in a break state) with scheduled activities.
  • Intraday Management Tools: This component provides customers with a live dashboard that displays key performance indicators and staffing levels in real-time, as well as the ability to adjust accordingly.
  • Agent Self-Service Portal: Customers can provide agents with a dedicated portal to access their individual schedules. Agents can use the portal to view shift assignments, request time off, and manage shift trades or bids, which helps to streamline administrative tasks and improve communication.
Accuracy of Results
 
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs, including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
Balto for RingCentral
 
Availability: RingCentral direct RingCX, RCCC, and RingEX customers in US, UK and CAN
 
Service Description: 
Balto unites with conversational AI solutions that deliver results for sales teams. Balto’s products allow customers’ sales teams to be coached with audio detection, provides a list of crucial phrases and responses to share with clients, and Balto’s AI audio detection listens for keywords. Features include:
Real-Time Guidance Real-Time Coaching Real-Time Quality Assurance Balto Cloud (Analytics and Reporting) Balto IQ
  • Real-time speech recognition
  • Customizable voice-activated checklist
  • Customizable dynamic agent prompts
  • Agent-sourced content aggregation
  • Note-taking
  • Gamification desired sales and customer service behaviors
  • Enterprise user management
  • Customizable Playbooks and workflows
  • Dead Air Reporting
  • Sentiment Analysis
  • Industry-ready Playbooks
  • See here for more
  • Alerts - Create alerts in Balto Cloud based on existing playbook events and choose agents and/or teams to be alerted on
  • Live Listen - When an alert is triggered, you can choose to listen to a call in real time
  • Transcription - See a live transcript of the call as it's progressing for additional context
  • Chat - Provide immediate coaching and/or encouragement for agents based on specific call events and behaviors
  • Chat Acknowledgement - Agents can respond directly to your chats with “Got it” to acknowledge the information
  • Dedicated Sidebar - Your alerts and all of the other features above will be readily visible in a dedicated sidebar in Balto Cloud. Your sidebar will always appear on the right-hand side of the screen as long as you remain on Balto Cloud
  • Enterprise user management
  • See here for more
  • Real-Time Quality Assurance for 100% of conversations
  • Customizable scorecards and grading
  • Auto-fail functionality
  • Multiple team QA
  • Enterprise user management
  • See here for more
  • Usage reporting
  • Checklist adherence reporting
  • Dynamic prompt adherence reporting
  • Notifications and alerts usage reporting
  • Content Recommendations - identify what top agents are saying and scale to other agents
  • Sentiment Analysis
  • Soft Skill and Hard Skill real-time and historical reporting
  • Real-time scoring and feedback
  • Agents scores, explanations, and leaderboard rankings
  • Strategic coaching
  • Compliance Management
  • Enterprise Reporting
Additional features include the Balto API and Balto Managed Services. Balto API is provided “as is” and without warranties of any kind, express or implied. RingCentral makes no guarantees about its accuracy, reliability, or fitness for any particular purpose. Use is at your own risk, and we are not liable for any outcomes or damages resulting from its use. You are responsible for ensuring compliance with all applicable laws and regulations. Balto Managed Services provides end-to-end design, testing, and optimization of Generative AI prompts to ensure accuracy, consistency, and scalability. Managed Services delivers reusable prompt libraries to produce reliable, high-quality AI outputs.
 
Term
 
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the Balto service term is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of Balto services.
 
Implementation and Support
 
RingCentral Project Manager will schedule an introductory call between the customer and a Balto Implementation Manager to review contracted services and other key details for Balto to complete the implementation.
 
Accuracy of Results
 
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs, including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities, or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
 
Customer and its End Users should not solely rely on these outcomes or metrics to make decisions concerning employment, creditworthiness or insurability.
 
 
 Interaction Analytics
 
Availability: RingCentral RingCX direct customers located in the United States and Canada. A RingSense for Quality Management license is a prerequisite for purchasing this service.
 
Service Overview: Interaction Analytics is an AI-powered feature designed to help customer experience teams better understand post-call customer feedback. Traditionally, Customer Satisfaction Scores (CSAT) are captured through post-interaction surveys. Interaction Analytics enhances this process by using AI to analyze conversation transcripts.
 
Billing

Customers can subscribe to a monthly license per agent. For more information on pricing please see here. 
 
Availability and Acceptable Use
Interaction Analytics for RingCX has not been reviewed for, and may not comply with, privacy or other regulations outside of the United States. Use of Interaction Analytics for RingCX outside of the United States is prohibited (i.e. Customer may not enable Interaction Analytics for RingCX functionality for Global RingEX, BYOC, or RingCX users located outside of the United States).
 
Accuracy of Results
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs, including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
 
Customer and its End Users should not solely or as a substantial factor rely on these outcomes or metrics to make decisions concerning education enrollment or opportunity, employment, financial or lending service, creditworthiness, essential government service, healthcare service, housing, insurance, or legal service.
 
Required Consent
Customer represents and warrants that, prior to allowing any users or third party call or video participants to access, be recorded by, be analyzed by AI, or use Interaction Analytics for RingCX, it will obtain all necessary consents, authorizations, and permissions required under applicable laws to: (a) record communications; and (b) use artificial intelligence or other technologies to analyze or process such communications.
 
RingCentral will have no responsibility or liability for any costs, damages, penalties, fines, or other liabilities arising from or related to: (1) Customer’s failure to obtain the necessary consents described above; (2) Customer’s failure to comply with user or participant request to discontinue use of the services; or (3) Customer’s violation of applicable laws, regulations, or third-party rights in connection with its use of the product.
 
Customer agrees to indemnify, defend, and hold harmless RingCentral and its Affiliates from and against any and all claims, liabilities, damages, losses, penalties, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to any third-party claim resulting from Customer’s breach of the foregoing obligations. This indemnity will apply to judgments awarded by a court of competent jurisdiction or settlements approved in writing by Customer.
 
IP Ownership
Interaction Analytics for RingCX processes Customer inputs with pre-trained, artificial intelligence models to generate outputs (“AI Output”), such as; to do lists on a call. Customer is solely responsible for responding to any third-party claim directed to Customer’s use of Interaction Analytics for RingCX (including, but not limited to, copyright infringement or other claims relating to AI Output resulting from Customer’s use of the Interaction Analytics for RingCX Services). Customer is responsible for its input, including for ensuring that it does not violate any applicable laws or regulations. Customer owns the right, title, and interest to AI Outputs. As between RingCentral and Customer, and to the extent permitted by law, RingCentral owns all rights in and to the pre-trained, artificial intelligence models associated with Interaction Analytics for RingCX Services.
 
Storage of personal data
Customer-generated content, which may include personal data, will be stored in the United States regardless of which country the Customer’s account is associated with.
 
 
Supervisor Assist for RingCX
 
Availability: RingCentral RingCX direct customers located in the US and CA
 
Service Overview
Supervisor Assist for RingCX empowers call center supervisors with AI powered insights, helping supervisors guide agents effectively and ensure consistent, high-quality customer experiences.
 
Supervisor Assist for RingCX features are more fully described here.
 
Billing

Customers can subscribe to a monthly license per agent. For more information on pricing please see here.
 
Feature Availability and Usage Policy
To maintain optimal performance, RingCentral may limit Supervisor Assist usage to 6500 minutes per license per month aggregated across the account.
 
Availability and Acceptable Use
Supervisor Assist for RingCX has not been reviewed for, and may not comply with, privacy or other regulations outside of the United States. Use of Supervisor Assist for RingCX outside of the United States is prohibited (i.e. Customer may not enable Supervisor Assist for RingCX functionality for Global RingEX, BYOC, or RingCX users located outside of the United States).
 
Supervisor Assist for RingCX is not intended or certified for use in processing payment.  Customer represents and warrants that it will not use Supervisor Assist for RingCX to process any Payment Card Information (PCI data).
 
Accuracy of Results
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs, including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
 
Customer and its End Users should not solely or as a substantial factor rely on these outcomes or metrics to make decisions concerning education enrollment or opportunity, employment, financial or lending service, creditworthiness, essential government service, healthcare service, housing, insurance, or legal service.
 
Required Consent
Customer represents and warrants that, prior to allowing any users or third party call or video participants to access, be recorded by, be analyzed by AI, or use Supervisor Assist for RingCX, it will obtain all necessary consents, authorizations, and permissions required under applicable laws to: (a) record communications; and (b) use artificial intelligence or other technologies to analyze or process such communications.
 
RingCentral will have no responsibility or liability for any costs, damages, penalties, fines, or other liabilities arising from or related to: (1) Customer’s failure to obtain the necessary consents described above; (2) Customer’s failure to comply with user or participant request to discontinue use of the services; or (3) Customer’s violation of applicable laws, regulations, or third-party rights in connection with its use of the product.
 
Customer agrees to indemnify, defend, and hold harmless RingCentral and its Affiliates from and against any and all claims, liabilities, damages, losses, penalties, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to any third-party claim resulting from Customer’s breach of the foregoing obligations. This indemnity will apply to judgments awarded by a court of competent jurisdiction or settlements approved in writing by Customer.
 
IP Ownership
Supervisor Assist for RingCX processes Customer inputs with pre-trained, artificial intelligence models to generate outputs (“AI Output”), such as; to do lists on a call. Customer is solely responsible for responding to any third-party claim directed to Customer’s use of Supervisor Assist for RingCX (including, but not limited to, copyright infringement or other claims relating to AI Output resulting from Customer’s use of the Supervisor Assist for RingCX Services). Customer is responsible for its input, including for ensuring that it does not violate any applicable laws or regulations. Customer owns the right, title, and interest to AI Outputs. As between RingCentral and Customer, and to the extent permitted by law, RingCentral owns all rights in and to the pre-trained, artificial intelligence models associated with Supervisor Assist for RingCX Services.
 
Storage of personal data
Customer-generated content, which may include personal data, will be stored in the United States regardless of which country the Customer’s account is associated with.
 
 
Customer Dynamics Velocity for RingCX
 
Availability: RingCentral Direct RingCX Customers the US, CA, UK, AUS, EU
 
Service Overview:
 
Customer Dynamics Velocity is a powerful outbound campaign and risk management solution designed for contact centers. It enables omni-channel outreach through voice, SMS, and email, helping businesses improve customer engagement while supporting compliance.

Key Features:

  • Contact Management: Supports fast uploads via API, CSV, and SFTP
  • Dynamic Segmentation: Allows bulk edits and smart list creation
  • Campaign Control: Offers scheduling, sorting, and multi-segment campaigns
  • Outbound Strategy: Includes predictive dialing, compliance management, and call window optimization
  • SMS/Email/Call-to-Action: Message templates and dynamic contact fields in Templates
Term
 
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the Velocity for RingCX term is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of Velocity for RingCX services.
 
Billing
 
Customers purchase licenses based on the desired number of users (minimum of 50 users). Customers will be charged a fixed price per month based on the number of RingCX users selected. Charges are based on per agent licenses or 5000 agentless interactions. Overages will be charged for excess number of active users beyond the tier purchased.
 
Account True-Ups
 
RingCentral will monitor and provide recurring reporting on a quarterly, bi-annual or annual basis regarding changes in the quantity of RingCentral RingCX licenses on the Customer’s account, and adjustments to Velocity for RingCX licenses will be made to support those licenses (Account True-Ups).  Customer acknowledges that Velocity for RingCX license quantities align with the quantity of RingCX licenses on their account and agree to participate in Account True-Up meetings if requested.  Any changes made from an Account True-Up will be reflected in the next scheduled invoice.
 
Add on Services
 
Velocity for RingCX licenses include the option to purchase professional services implementation for a separate add-on fee.
 
Support
 
RingCentral will provide tier-one remote support. Any support cases that require escalation to Customer Dynamics shall be subject to Customer Dynamic's response times and are excluded from any response time commitments for second tier support made by RingCentral.
 
ThetaLake for RingCentral Contact Center
 
Availability: RingCentral direct customers located in USA, Canada, UK, Australia, Germany, France, Spain, Switzerland, Ireland, Belgium, Italy
 
Theta Lake Compliance and Security Suite seamlessly integrates with RingCentral Contact Center to capture, compliantly archive, act as an archive connector for existing archives of record, and perform eDiscovery and legal-hold case management for RingCentral Contact Center.  In addition to comprehensive capture and archiving, Theta Lake uses AI to detect  regulatory, privacy, and data security risks in an AI-assisted review workflow across what is shared, shown, spoken, and typed.
 
Add-on licenses are available in the following combinations
 
Chat Archive, Surveillance, DLP, Legal-hold
Chat Archive Only
SMS Archive, Surveillance, DLP, Legal-hold
SMS Archive Only
Audio Archive, Surveillance, DLP, Legal-hold
Audio Archive Only
Video Archive, Surveillance, DLP, Legal-hold
Video Archive Only
Call Detail Records
 
ThetaLake for RingCentral Services are subject to the End User License Agreement available at https://thetalake.zendesk.com/hc/en-us/articles/360033984334-Theta-Lake-Enterprise-Terms-of-Use
 
Artificial Intelligence
The Surveillance license leverages AI to analyze voice, text, and video content, in order to highlight words and phrases that might indicate a compliance risk.  Customer may choose to add additional service which includes fine-tuning this AI feature.  Fine-tuning inputs are not used to train or improve the services generally.
 
SpinSci Patient Assist for RingCentral Contact Center
 
Availability: RingCentral direct customers in USA and Canada
 
SpinSci Patient Assist is a dynamic tool designed to optimize patient access workflows by integrating seamlessly with Electronic Health Records (EHRs) (such as Epic, Cerner, and others) and certain RingCentral Services. SpinSci Patient Assist is available as an add-on to RingCentral Contact Center. Additional features include:
 
  • Automated Pause and Resume
  • Inbound Call Steering
  • Self Service Bill Pay
  • Self Service Scheduling
  • Billing Reminders
  • Appointment Reminders
When integrated with RingCentral Contact Center, the RingCentral dialer appears within the SpinSci Patient Assist dashboard, allowing agents to access RingCentral Contact Center voice services while remaining in the SpinSci Patient Assist dashboard. With this embedded dialer, Customers will be able to accept calls/read texts in the SpinSci dashboard when a patient calls/texts the medical facility or Customers’ agents can initiate a direct call to a patient from within the SpinSci dashboard.
 
Omilia for RingCentral
 
Availability: RingCentral Direct Contact Center, Engage Contact Center, and RingCX customers located in USA, CAN, AUS, EU, UK
 
Omilia, a leader in Conversational AI, provides enterprise-grade voice and chatbot Virtual Assistant (VA) automation across all channels. Given its roots in Conversational AI, Omilia is uniquely positioned to also provide security and anti-fraud capabilities in the form of voice biometrics for securing and protecting customer conversations.
 
Omilia features include: 
 
Conversational Voice: Omilia's Conversational Voice IVR empowers your customers to engage in natural unstructured conversations over the phone in a human-like dialog experience, effectively addressing and fulfilling a wide array of service queries without requiring the intervention of a human call center agent.
 
Conversational Chat: Omilia’s Conversational Chat service empowers your customers to engage in natural unstructured conversations in text, on any digital channel.
 
IVR & Agent-Side Voice Biometrics: Passive Voice Biometrics streamline caller authentication based on their unique biometric voiceprint.
 
Agent Assist: Omilia’s Agent Assist monitors the customer-agent conversations in real-time to identify intents and sentiment.
 
Conversational Insights Analytics: Advanced Conversational Analytics that provide deep insights into what customers are saying and where the Bot can be improved.
 
Testing Studio: OCP Testing Studio is a Code-Free automation testing framework, engineered to address the development and testing needs of Omilia's conversational omni-channel solutions at every stage of the development lifecycle, by reproducing and asserting test scenarios
 
Term and Billing
 
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the Cognigy Integration is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of Cognigy services. The Cognigy integration is billed on a monthly basis.
 
Support
 
Omilia offers Premium Support packages to customers for enhanced services which include 24/7 Platform Support priority access to technical experts, and personalized assistance tailored to meet individual customer needs. With Premium Support, customers can experience faster response times, proactive monitoring, and troubleshooting, ensuring a seamless customer experience. 
 
Additional Terms
 
Omilia for RingCentral Services are subject to the End User License Agreement available at https://ocp.ai/minimum-service-terms
 
All personal data being processed by Omilia in OCP, including data used for voice biometric enrollment and authentication, is protected within a general OCP security and privacy framework as described in OCP Data Privacy Policy (https://www.ocp.ai/privacypolicy) and OCP Security Policy (https://www.ocp.ai/securitypolicy).
 
Balto for RingCentral
 
Availability: RingCentral direct RingCX, RCCC, and RingEX customers in US, UK and CAN
 
Service Description: 
Balto unites with conversational AI solutions that deliver results for sales teams. Balto’s products allow customers’ sales teams to be coached with audio detection, provides a list of crucial phrases and responses to share with clients, and Balto’s AI audio detection listens for keywords. Features include:
Real-Time Guidance Real-Time Coaching Real-Time Quality Assurance Balto Cloud (Analytics and Reporting) Balto IQ
  • Real-time speech recognition
  • Customizable voice-activated checklist
  • Customizable dynamic agent prompts
  • Agent-sourced content aggregation
  • Note-taking
  • Gamification desired sales and customer service behaviors
  • Enterprise user management
  • Customizable Playbooks and workflows
  • Dead Air Reporting
  • Sentiment Analysis
  • Industry-ready Playbooks
  • See here for more
  • Alerts - Create alerts in Balto Cloud based on existing playbook events and choose agents and/or teams to be alerted on
  • Live Listen - When an alert is triggered, you can choose to listen to a call in real time
  • Transcription - See a live transcript of the call as it's progressing for additional context
  • Chat - Provide immediate coaching and/or encouragement for agents based on specific call events and behaviors
  • Chat Acknowledgement - Agents can respond directly to your chats with “Got it” to acknowledge the information
  • Dedicated Sidebar - Your alerts and all of the other features above will be readily visible in a dedicated sidebar in Balto Cloud. Your sidebar will always appear on the right-hand side of the screen as long as you remain on Balto Cloud
  • Enterprise user management
  • See here for more
  • Real-Time Quality Assurance for 100% of conversations
  • Customizable scorecards and grading
  • Auto-fail functionality
  • Multiple team QA
  • Enterprise user management
  • See here for more
  • Usage reporting
  • Checklist adherence reporting
  • Dynamic prompt adherence reporting
  • Notifications and alerts usage reporting
  • Content Recommendations - identify what top agents are saying and scale to other agents
  • Sentiment Analysis
  • Soft Skill and Hard Skill real-time and historical reporting
  • Real-time scoring and feedback
  • Agents scores, explanations, and leaderboard rankings
  • Strategic coaching
  • Compliance Management
  • Enterprise Reporting
Additional features include the Balto API and Balto Managed Services. Balto API is provided “as is” and without warranties of any kind, express or implied. RingCentral makes no guarantees about its accuracy, reliability, or fitness for any particular purpose. Use is at your own risk, and we are not liable for any outcomes or damages resulting from its use. You are responsible for ensuring compliance with all applicable laws and regulations. Balto Managed Services provides end-to-end design, testing, and optimization of Generative AI prompts to ensure accuracy, consistency, and scalability. Managed Services delivers reusable prompt libraries to produce reliable, high-quality AI outputs.
 
Term
 
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the Balto service term is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of Balto services.
 
Implementation and Support
 
RingCentral Project Manager will schedule an introductory call between the customer and a Balto Implementation Manager to review contracted services and other key details for Balto to complete the implementation.
 
Accuracy of Results
 
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs, including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities, or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
 
Customer and its End Users should not solely rely on these outcomes or metrics to make decisions concerning employment, creditworthiness or insurability.
 
 
RINGCX ADD-ON SERVICE DESCRIPTIONS
 
The following product descriptions and terms apply to your use of any RingCX add-on services and form part of your Agreement with RingCentral. Add-on products may include additional legal obligations and should be carefully reviewed.
 
AI Quality Management
 
Availability: RingCentral direct customers located in United States, Canada, United Kingdom, EU, and India
 
Service Overview:
AI Quality Management, an AI-powered post interaction quality management and interaction analytics solution, provides streamlined post-call quality management capabilities including speech analytics, scorecard and feedback management for customer service personnel.
 
AI Quality Management features include:
 
  • Role based access
  • AI-powered transcription and summary
  • Playback and time stamped annotations
  • Automated call scoring
  • Custom scorecards/evaluations
  • Call insights
  • Coaching Insights
AI Quality Management features are more fully described at https://www.ringcentral.com/ringcx
 
AI Quality Management is not intended or certified for use in processing payment.  Customer represents and warrants that it will not use AI Quality Management to process any Payment Card Information (PCI data).
 
Artificial Intelligence
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs (e.g. call scoring, transcription accuracy, etc), including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
 
Customer and it’s End Users should not solely or as a substantial factor rely on these artificial intelligence outputs  to make decisions concerning education enrollment or opportunity, employment, financial or lending service, creditworthiness, essential government service, healthcare service, housing, insurability, or legal service.
 
Required Consent
Customer represents and warrants that, prior to allowing any users or third party call or video participants to access, be recorded by, be analyzed by AI, or use AI Quality Management for Quality Management, it will obtain all necessary consents, authorizations, and permissions required under applicable laws to: (a) record communications; and (b) use artificial intelligence or other technologies to analyze or process such communications.

RingCentral will have no responsibility or liability for any costs, damages, penalties, fines, or other liabilities arising from or related to: (1) Customer’s failure to obtain the necessary consents described above; (2) Customer’s failure to comply with user or participant request to discontinue use of the services; or (3) Customer’s violation of applicable laws, regulations, or third-party rights in connection with its use of the product.

Customer agrees to indemnify, defend, and hold harmless RingCentral and its Affiliates from and against any and all claims, liabilities, damages, losses, penalties, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to any third-party claim resulting from Customer’s breach of the foregoing obligations. This indemnity will apply to judgments awarded by a court of competent jurisdiction or settlements approved in writing by Customer.
 
IP Ownership
AI Quality Management processes Customer inputs with pre-trained, artificial intelligence models to generate outputs (“AI Output”), such as; call scores or conversation metrics. Customer is solely responsible for responding to any third-party claim directed to Customer’s use of the AI Quality Management Services (including, but not limited to, copyright infringement or other claims relating to AI Output resulting from Customer’s use of the AI Quality Management Services).  Customer is responsible for its input, including for ensuring that it does not violate any applicable laws or regulations. Customer owns the right, title, and interest to AI Outputs. As between RingCentral and Customer, and to the extent permitted by law, RingCentral owns all rights in and to the pre-trained, artificial intelligence models associated with AI Quality Management for Quality Management Services.
 
Additional terms for customers located in the UK regarding International data transfers: 
 
RingCentral may transfer and process Customer Personal Data outside the United Kingdom, in accordance with the applicable Subprocessor list, to locations where RingCentral, its Affiliates or its Subprocessors maintain data processing operations. Customer-generated content, which may include Customer Personal Data, will be stored in the United States regardless of which country the Customer’s account is associated with. RingCentral complies with and has certified to the U.S. Department of Commerce its adherence to the UK Extension to the EU-U.S. Data Privacy Framework. Please see RingCentral’s Notice of Certification for more information. To the extent that RingCentral processes (or causes to be processed) any Customer Personal Data originating from the United Kingdom in a country that has not been recognized by the  European Commission as providing an adequate level of protection for Customer Personal Data, RingCentral will put in place such measures as are necessary to ensure the transfer is in compliance with Applicable Data Protection Laws, which include the execution of the EU Commission's Standard Contractual Clauses, or any other valid transfer mechanism.
 
Agent Assist for RingCX
 
Availability: RingCentral RingCX direct customers located in US, CA, UK, EU, AU, IND
 
Service Overview
Agent Assist for RingCX equips agents with real-time, in-call AI-powered workflow assistance by leveraging knowledge base articles and other internal resources. It dynamically surfaces relevant information, provides step-by-step process guidance, and streamlines access to support content, enabling agents to resolve inquiries more efficiently and consistently to drive better customer outcomes.
 
Agent Assist for RingCX features are more fully described here.
 
Billing
Customers can subscribe to a monthly license per agent. For more information on pricing please see here.
 
Availability and Acceptable Use
Agent Assist for RingCX is not intended or certified for use in processing payment.  Customer represents and warrants that it will not use Agent Assist for RingCX to process any Payment Card Information (PCI data). You acknowledge that use of Agent Assist is outside the terms of any RingCentral Business Associate Agreement and therefore agree to indemnify and hold harmless RingCentral from any and all claims, losses, costs, expenses, damages, or other liability (including reasonable legal fees) suffered or incurred by RingCentral as a result of any violation arising out of or in connection with the Health Insurance Portability and Accountability Act of 1996 (HIPAA) or the processing of PHI/PII.
 
Accuracy of Results
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs, including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
 
Customer and its End Users should not solely or as a substantial factor rely on these outcomes or metrics to make decisions concerning education enrollment or opportunity, employment, financial or lending service, creditworthiness, essential government service, healthcare service, housing, insurance, or legal service.
 
Required Consent

Customer represents and warrants that, prior to allowing any users or third party call or video participants to access, be recorded by, be analyzed by AI, or use Agent Assist for RingCX, it will obtain all necessary consents, authorizations, and permissions required under applicable laws to: (a) record communications; and (b) use artificial intelligence or other technologies to analyze or process such communications.
 
RingCentral will have no responsibility or liability for any costs, damages, penalties, fines, or other liabilities arising from or related to: (1) Customer’s failure to obtain the necessary consents described above; (2) Customer’s failure to comply with user or participant request to discontinue use of the services; or (3) Customer’s violation of applicable laws, regulations, or third-party rights in connection with its use of the product.
 
Customer agrees to indemnify, defend, and hold harmless RingCentral and its Affiliates from and against any and all claims, liabilities, damages, losses, penalties, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to any third-party claim resulting from Customer’s breach of the foregoing obligations. This indemnity will apply to judgments awarded by a court of competent jurisdiction or settlements approved in writing by Customer.
 
IP Ownership
Agent Assist for RingCX processes Customer inputs with pre-trained, artificial intelligence models to generate outputs (“AI Output”), such as; to do lists on a call. Customer is solely responsible for responding to any third-party claim directed to Customer’s use of Agent Assist for RingCX (including, but not limited to, copyright infringement or other claims relating to AI Output resulting from Customer’s use of the Agent Assist for RingCX Services).  Customer is responsible for its input, including for ensuring that it does not violate any applicable laws or regulations. Customer owns the right, title, and interest to AI Outputs. As between RingCentral and Customer, and to the extent permitted by law, RingCentral owns all rights in and to the pre-trained, artificial intelligence models associated with Agent Assist for RingCX Services.
 
Storage of personal data
Customer-generated content, which may include personal data, will be stored in the United States regardless of which country the Customer’s account is associated with.
 
Balto for RingCentral
 
Availability: RingCentral direct RingCX, RCCC, and RingEX customers in US, UK and CAN
 
Service Description: 
Balto unites with conversational AI solutions that deliver results for sales teams. Balto’s products allow customers’ sales teams to be coached with audio detection, provides a list of crucial phrases and responses to share with clients, and Balto’s AI audio detection listens for keywords. Features include:
Real-Time Guidance Real-Time Coaching Real-Time Quality Assurance Balto Cloud (Analytics and Reporting) Balto IQ
  • Real-time speech recognition
  • Customizable voice-activated checklist
  • Customizable dynamic agent prompts
  • Agent-sourced content aggregation
  • Note-taking
  • Gamification desired sales and customer service behaviors
  • Enterprise user management
  • Customizable Playbooks and workflows
  • Dead Air Reporting
  • Sentiment Analysis
  • Industry-ready Playbooks
  • See here for more
  • Alerts - Create alerts in Balto Cloud based on existing playbook events and choose agents and/or teams to be alerted on
  • Live Listen - When an alert is triggered, you can choose to listen to a call in real time
  • Transcription - See a live transcript of the call as it's progressing for additional context
  • Chat - Provide immediate coaching and/or encouragement for agents based on specific call events and behaviors
  • Chat Acknowledgement - Agents can respond directly to your chats with “Got it” to acknowledge the information
  • Dedicated Sidebar - Your alerts and all of the other features above will be readily visible in a dedicated sidebar in Balto Cloud. Your sidebar will always appear on the right-hand side of the screen as long as you remain on Balto Cloud
  • Enterprise user management
  • See here for more
  • Real-Time Quality Assurance for 100% of conversations
  • Customizable scorecards and grading
  • Auto-fail functionality
  • Multiple team QA
  • Enterprise user management
  • See here for more
  • Usage reporting
  • Checklist adherence reporting
  • Dynamic prompt adherence reporting
  • Notifications and alerts usage reporting
  • Content Recommendations - identify what top agents are saying and scale to other agents
  • Sentiment Analysis
  • Soft Skill and Hard Skill real-time and historical reporting
  • Real-time scoring and feedback
  • Agents scores, explanations, and leaderboard rankings
  • Strategic coaching
  • Compliance Management
  • Enterprise Reporting
Additional features include the Balto API and Balto Managed Services. Balto API is provided “as is” and without warranties of any kind, express or implied. RingCentral makes no guarantees about its accuracy, reliability, or fitness for any particular purpose. Use is at your own risk, and we are not liable for any outcomes or damages resulting from its use. You are responsible for ensuring compliance with all applicable laws and regulations. Balto Managed Services provides end-to-end design, testing, and optimization of Generative AI prompts to ensure accuracy, consistency, and scalability. Managed Services delivers reusable prompt libraries to produce reliable, high-quality AI outputs.
 
Term
 
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the Balto service term is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of Balto services.
 
Implementation and Support
 
RingCentral Project Manager will schedule an introductory call between the customer and a Balto Implementation Manager to review contracted services and other key details for Balto to complete the implementation.
 
Accuracy of Results
 
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs, including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities, or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
 
Customer and its End Users should not solely rely on these outcomes or metrics to make decisions concerning employment, creditworthiness or insurability.
 
ThetaLake for RingCX
 
Availability: RingCentral direct customers located in USA, Canada, UK, Australia, Germany, France, Spain, Switzerland, Ireland, Belgium, Italy
 
Theta Lake Compliance and Security Suite seamlessly integrates with RingCX to capture, compliantly archive, act as an archive connector for existing archives of record, and perform eDiscovery and legal-hold case management for RingCentral Contact Center. In addition to comprehensive capture and archiving, Theta Lake uses AI to detect regulatory, privacy, and data security risks in an AI-assisted review workflow across what is shared, shown, spoken, and typed.
 
Add-on licenses are available in the following combinations
Audio Archive, Surveillance, DLP, Legal-hold
Audio Archive Only
 
ThetaLake for RingCX Services are subject to the End User License Agreement available at https://thetalake.zendesk.com/hc/en-us/articles/360033984334-Theta-Lake-Enterprise-Terms-of-Use
 
Artificial Intelligence
The Surveillance license leverages AI to analyze voice, text, and video content, in order to highlight words and phrases that might indicate a compliance risk. Customer may choose to add additional service which includes fine-tuning this AI feature. Fine-tuning inputs are not used to train or improve the services generally.
 
SpinSci Patient Assist for RingCX
 
Availability: RingCentral direct customers in USA and Canada
 
SpinSci Patient Assist is a dynamic tool designed to optimize patient access workflows by integrating seamlessly with Electronic Health Records (EHRs) (such as Epic, Cerner, and others) and certain RingCentral Services. SpinSci Patient Assist is available as an add-on to RingCX. Additional features include:
 
  • Automated Pause and Resume
  • Inbound Call Steering
  • Self Service Bill Pay
  • Self Service Scheduling
  • Billing Reminders
  • Appointment Reminders
When integrated with RingCX, the RingCentral dialer appears within the SpinSci Patient Assist dashboard, allowing agents to access RingCX voice services while remaining in the SpinSci Patient Assist dashboard. With this embedded dialer, Customers will be able to accept calls/read texts in the SpinSci dashboard when a patient calls/texts the medical facility or Customers’ agents can initiate a direct call to a patient from within the SpinSci dashboard.
 
Omilia for RingCentral
 
Availability: RingCentral Direct Contact Center, Engage Contact Center, and RingCX customers located in USA, CAN, AUS, EU, UK
 
Omilia, a leader in Conversational AI, provides enterprise-grade voice and chatbot Virtual Assistant (VA) automation across all channels. Given its roots in Conversational AI, Omilia is uniquely positioned to also provide security and anti-fraud capabilities in the form of voice biometrics for securing and protecting customer conversations.
 
Omilia features include: 
 
Conversational Voice: Omilia's Conversational Voice IVR empowers your customers to engage in natural unstructured conversations over the phone in a human-like dialog experience, effectively addressing and fulfilling a wide array of service queries without requiring the intervention of a human call center agent.
 
Conversational Chat: Omilia’s Conversational Chat service empowers your customers to engage in natural unstructured conversations in text, on any digital channel.
 
IVR & Agent-Side Voice Biometrics: Passive Voice Biometrics streamline caller authentication based on their unique biometric voiceprint.
 
Agent Assist: Omilia’s Agent Assist monitors the customer-agent conversations in real-time to identify intents and sentiment.
 
Conversational Insights Analytics: Advanced Conversational Analytics that provide deep insights into what customers are saying and where the Bot can be improved.
 
Testing Studio: OCP Testing Studio is a Code-Free automation testing framework, engineered to address the development and testing needs of Omilia's conversational omni-channel solutions at every stage of the development lifecycle, by reproducing and asserting test scenarios
 
Term and Billing
 
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the Cognigy Integration is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of Cognigy services. The Cognigy integration is billed on a monthly basis.
 
Support
 
Omilia offers Premium Support packages to customers for enhanced services which include 24/7 Platform Support priority access to technical experts, and personalized assistance tailored to meet individual customer needs. With Premium Support, customers can experience faster response times, proactive monitoring, and troubleshooting, ensuring a seamless customer experience. 
 
Additional Terms
 
Omilia for RingCentral Services are subject to the End User License Agreement available at https://ocp.ai/minimum-service-terms
 
All personal data being processed by Omilia in OCP, including data used for voice biometric enrollment and authentication, is protected within a general OCP security and privacy framework as described in OCP Data Privacy Policy (https://www.ocp.ai/privacypolicy) and OCP Security Policy (https://www.ocp.ai/securitypolicy).
 
Balto for RingCentral
 
Availability: RingCentral direct RingCX, RCCC, and RingEX customers in US, UK and CAN
 
Service Description: 
Balto unites with conversational AI solutions that deliver results for sales teams. Balto’s products allow customers’ sales teams to be coached with audio detection, provides a list of crucial phrases and responses to share with clients, and Balto’s AI audio detection listens for keywords. Features include:
Real-Time Guidance Real-Time Coaching Real-Time Quality Assurance Balto Cloud (Analytics and Reporting) Balto IQ
  • Real-time speech recognition
  • Customizable voice-activated checklist
  • Customizable dynamic agent prompts
  • Agent-sourced content aggregation
  • Note-taking
  • Gamification desired sales and customer service behaviors
  • Enterprise user management
  • Customizable Playbooks and workflows
  • Dead Air Reporting
  • Sentiment Analysis
  • Industry-ready Playbooks
  • See here for more
  • Alerts - Create alerts in Balto Cloud based on existing playbook events and choose agents and/or teams to be alerted on
  • Live Listen - When an alert is triggered, you can choose to listen to a call in real time
  • Transcription - See a live transcript of the call as it's progressing for additional context
  • Chat - Provide immediate coaching and/or encouragement for agents based on specific call events and behaviors
  • Chat Acknowledgement - Agents can respond directly to your chats with “Got it” to acknowledge the information
  • Dedicated Sidebar - Your alerts and all of the other features above will be readily visible in a dedicated sidebar in Balto Cloud. Your sidebar will always appear on the right-hand side of the screen as long as you remain on Balto Cloud
  • Enterprise user management
  • See here for more
  • Real-Time Quality Assurance for 100% of conversations
  • Customizable scorecards and grading
  • Auto-fail functionality
  • Multiple team QA
  • Enterprise user management
  • See here for more
  • Usage reporting
  • Checklist adherence reporting
  • Dynamic prompt adherence reporting
  • Notifications and alerts usage reporting
  • Content Recommendations - identify what top agents are saying and scale to other agents
  • Sentiment Analysis
  • Soft Skill and Hard Skill real-time and historical reporting
  • Real-time scoring and feedback
  • Agents scores, explanations, and leaderboard rankings
  • Strategic coaching
  • Compliance Management
  • Enterprise Reporting
Additional features include the Balto API and Balto Managed Services. Balto API is provided “as is” and without warranties of any kind, express or implied. RingCentral makes no guarantees about its accuracy, reliability, or fitness for any particular purpose. Use is at your own risk, and we are not liable for any outcomes or damages resulting from its use. You are responsible for ensuring compliance with all applicable laws and regulations. Balto Managed Services provides end-to-end design, testing, and optimization of Generative AI prompts to ensure accuracy, consistency, and scalability. Managed Services delivers reusable prompt libraries to produce reliable, high-quality AI outputs.
 
Term
 
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the Balto service term is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of Balto services.
 
Implementation and Support
 
RingCentral Project Manager will schedule an introductory call between the customer and a Balto Implementation Manager to review contracted services and other key details for Balto to complete the implementation.
 
Accuracy of Results
 
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs, including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities, or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
 
Customer and its End Users should not solely rely on these outcomes or metrics to make decisions concerning employment, creditworthiness or insurability.
 
Calabrio for RingCX
 
Availability: RingCentral Direct RingCX Customers (EU, AUS, CAN, US, UK) 
 
Service Overview:
Calabrio for RingCX offers workforce engagement management (WEM) and customer engagement software solutions. This service offers various products to help businesses improve customer service, optimize workforce performance and gain valuable insights into customer interactions.
 
Calabrio for RingCX is designed for contact centers and customer service environments. Calabrio’s software includes features such as call recording, quality management, workforce management, speech analytics and customer feedback analysis. These tools are designed to help organizations enhance their customer experiences, streamline operations, and make data-driven decisions. Calabrio for RingCX integrates key components:
 
  • Quality Management (QM)
  • Workforce Management (WFM)
  • Analytics
Term
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the Calabrio for RingCX term is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of Calabrio for RingCX services. 
 
Billing
Customers purchase Calabrio for RingCX based on the desired number of users. Customers will be charged a fixed price per month for each user enabled with a Calabrio for RingCX license. 
 
Add on Services
The following adds can be purchased separately or as part of the core purchased order:
 
Calabrio for RingCX Quality Management with Screen Recording

Call Recording (Voice)

Screen Recording

Evaluations

Reporting
Calabrio for RingCX Quality Management (no Screen Recording)

Call Recording (Voice)

Evaluations

Reporting
Calabrio for RingCX Screen Recording

Screen recording add-on for Call Recording offering.
Calabrio for RingCX Call recording

Call Recording (Voice)

Reporting
Calabrio for RingCX Workforce Management

Forecasting

Scheduling

Adherence
Calabrio for RingCX Stand Alone Screen Recording

Calabrio will ingest the calls from RingCX and customer will need to have executable on the desktop
Calabrio for RingCX Desktop Analytics

Agent desktop activity monitoring and tracking.
Calabrio for RingCX Analytics Bundle - Standard

Speech-to-Text Transcription

Transcription Search

Speech

Text

Desktop Analytics

 

Does not include:

Interaction Summary

Trending Topics
Calabrio for RingCX Analytics Bundle - No desktop analytics

Speech-to-Text Transcription

Transcription Search

Speech

Text

 

Does not include:

Desktop Analytics

Interaction Summary

Trending Topics
Calabrio for RingCX Insights Author

Custom reports and dashboards author/creator for data analysis.
Calabrio for RingCX Insights Reader

Custom reports and dashboard user/consumer for data analysis.
Calabrio for RingCX Live Screen Monitoring

Add-on for Call Recording and WFM offerings to allow live monitoring of agent screens.
Calabrio for RingCX Analytics Lite (Transcription, Transcription Search, Interaction Summary)

Speech-to-Text transcription

Transcription Search

Interaction Summarization
Calabrio for RingCX Interaction Summary with Analytics standard Bundle license

Interaction Summarization add-on to the Standard Analytics offering.
Calabrio for RingCX Call and Screen Recording services may be subject to additional charges if customers choose to keep the call recording or screen recording on Calabrio.
 
Support
RingCentral will provide tier-one remote support. Any support cases that require escalation to Calabrio shall be subject to Calabrio’s response times and are excluded from any response time commitments for second tier support made by RingCentral.
 
TEXTEL MESSAGE TO SMS SERVICES
 
SERVICE ATTACHMENT FOR RINGCENTRAL RINGEX, CONTACT CENTER, AND RINGCX SERVICES - TEXTEL MESSAGE TO SMS SERVICES
 

This Service Attachment is a part of the Master Services Agreement (the “Agreement”) that includes the terms and conditions agreed by the Parties under which RingCentral will provide services to the Customer.

1. Service Overview. The Textel Message-to-SMS Services is an add-on service to the RingCentral RingEX, Contact Center, and RingCX Services. The Textel Message-to-SMS Services enable Customers to use the RingCentral one-to-one and team chat functionality to send and receive SMS/MMS messages to downstream end users.

2. Additional Terms and Limitations.

a. Billing. Prices for licenses to use the Textel Message-to-SMS Service are set forth in the applicable Order Form. Additional charges may be incurred by the Customer for the activation or utilization of additional features or services, for which Customer shall be solely liable.

b. Prohibited Use: The Services are not designed, intended, authorized or warranted to be suitable for use in the following “Unauthorized Applications”: life support applications, devices or systems; the operation of nuclear facilities; aircraft navigation systems; aircraft communication systems; air traffic control; direct life support machines; weapons systems; military or space equipment requiring radiation hardened components; and Enhanced 911 or the E911 emergency calling system. You warrant that you will not use the Services for Unauthorized Applications.

c. Trademarks: The Textel and Capacity names, stylized names, logos, graphics and all product and service names associated with the Services are trademarks of Textel and Capacity, and Customer is granted no right or license to use them. Customer covenants, on behalf of itself and its successors and assigns, not to assert against any rights, or any claims of any rights, in any Company Technology.

d. Vendor Portal. RingCentral is not responsible for any portal that Vendor makes available to Customer for accessing or using the Textel Message-to-SMS Service apart from the RingCentral platform, or any content displayed therein, including opt-in/opt-out requests. Notwithstanding anything to the contrary in the Agreement, RingCentral shall not be responsible for any acts or omissions of Vendor in connection with the use, operation or function of the Textel Message-to-SMS Service and the maintenance of the list of Stop Keywords, or the management and use of opt-out and opt-in requests from recipients.

e. Acceptable Use Policy. Customer must use the Textel Message-to-SMS Service in accordance with the RingCentral AUP. Any message sent in violation of the AUP may be blocked by Vendor. Customer is solely responsible for obtaining all necessary consents from recipients before using the Textel Message-to-SMS Service to send SMS/MMS messages to a recipient.

f. The Textel Message-to-SMS Service will be granted the following permissions:

g. Prohibited Mobile Number Resale: Customers in the EU are restricted from purchasing Textel provided mobile numbers from RingCentral. EU Customers must provision the use of mobile numbers from Textel directly.

h. Monthly Fees: Textel provides services with fees that are based on the Customer's monthly usage, which may vary from month to month. The Customer agrees to pay the applicable fees corresponding to their usage each billing cycle, with an understanding that these fees may fluctuate accordingly. The Service Provider will notify the Customer of any significant changes to these fees in advance and rates may be updated from time to time at Service Provider's discretion. These fees include, but are not limited to, charges for carrier-passed messages, overage fees per message, translation services, and payment processing. A full breakdown of rates for these services can be found here.

Permission Description
Read Accounts View user account information, e.g. name, business name, and contact info
Team Messaging Post messages, as well as view, edit and delete Team Messaging related data
Webhook Subscriptions Manage and subscribe to webhook notifications


3. Definitions.  For the purposes of this Service Attachment, the following terms have the meanings set forth below. Any definition provided in this attachment expressly supersedes any conflicting definition in the Agreement.  Any terms used herein but not otherwise defined have the meanings ascribed to them in the Agreement.

“Stop Keywords” means the list of words supported by the Vendor to block or unblock message delivery from a specific phone number. Stop Keywords, which include, but are not limited to “stop,” “unstop,” “end”, “unsubscribe”, “quit” “block,” and “unblock,” are maintained at the discretion of the Vendor and subject to change.

“Textel Message-to-SMS Services” means the services described in Section 1.

“Vendor” means Textel LLC.
 

YellowAI for RingCX Integration
 
Availability: RingCX Customers in the US, CA, UK, EU/DE, and AUS.
 
Service Overview:
 
YellowAI’s Conversational and Generative AI Automation platform will be a natural extension of RingCentral’s Contact Center, RingCX, and the RingCentral Engage Contact Center portfolios. This integration will provide a robust market-leading Conversational and Generative AI option for Contact Center automation use cases. 
 
RingIVA Professional 500 Interactions package includes:
 
Interactions
 
Chat Interaction: A chat session initiated by the customer, which concludes either when the customer ends the conversation, the bot completes the interaction, or the customer is transferred to a live agent. The entire session, from start to finish, is considered a single interaction within 24 hours after opening. The maximum duration for a single chat session is 24 hours, or until the chat is closed or ended, whichever comes first.
 
Voice Interaction: A voice session initiated on the Voice Bot, following a transfer from the Ring IVR to the Yellow IVR. The interaction continues until the customer either ends the session, the bot completes its journey, or the customer is transferred to a live agent. The entire process, from start to finish, is considered a single conversation. A single voice interaction is defined as up to five minutes of voice call duration. Calls lasting seven minutes are counted as two interactions, and calls lasting sixteen minutes are counted as four interactions.
 
Overages: Yellow provides services with fees based on the Customer's monthly usage, which may vary each month. If the Customer exceeds their purchased package of 500 interactions, they will be charged for the overage at the applicable rate of an interaction. The Customer agrees to pay the fees corresponding to their usage each billing cycle, acknowledging that these fees may fluctuate. Yellow will notify the Customer in advance of any significant changes to these fees.
 
Implementation and Add ons
 
YellowAI services may include a set up fee for SaaS or voice deployment and RingCentral’s Professional Services implementation. 
 
Term and Billing
 
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the YellowAI Integration is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of YellowAI services. The YellowAI services integration is billed as a flat fee.
 
Support
RingCentral will serve as the initial line of assistance. This process focuses on basic triage, issue identification, and if required, a seamless transfer from our support team to Yellow.ai support teams. Upon receiving an inquiry, First level Support initiates a comprehensive triage process, swiftly evaluating and categorizing the reported issue. This process aims to determine whether the issue is inherent to the RingCentral system or if it is related to the Yellow.ai’s Product.
 
If the issue is identified as stemming from the core RingCentral product, RingCentral handles the resolution internally through our support processes. Our team takes ownership of the problem, working to promptly and efficiently resolve the issue and closure process with the customer. If deemed an issue with the Yellow.ai’s Product, First Level Support executes a warm transfer to Yellow.ai’s support team and the responsibility for resolution and customer closure rests with YellowAI.
 
Accuracy of Results
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs, including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities, or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
 
Customer and its End Users should not solely rely on these outcomes or metrics to make decisions concerning employment, creditworthiness or insurability.
 
 
Cognigy Integration
 
Availability: RingCentral Direct Contact Center, RingCX and Engage Contact Center Customers in the US, CA, UK, EU/DE, CH, and AUS.
Service Overview:
 
Cognigy is an advanced conversational and generative AI platform that seamlessly integrates with RingCentral Contact Center, RingCX, and RingCentral Engage Contact Center solutions. It enables organizations to design, deploy, and manage AI-powered virtual agents—either voice (IVR) or text-based (IVA)—that can communicate naturally with customers to automate routine interactions in sales, service, and support.

With its intuitive graphical development environment, Cognigy allows business teams to build sophisticated, deeply integrated conversational workflows (“Flows”) without requiring extensive coding. The result is faster deployment, easier maintenance, and enhanced automation capabilities—all of which drive improved customer experience (CX) and operational efficiency.

Included Cognigy Services & Options:
  • Cognigy Conversation Bundles: Prepaid conversation packages available in tiers (1k to 1M). These cover usage across virtual agents deployed on Cognigy SaaS
  • xApps for PCI Compliance: Add-on packages (1k–100k) providing secure processing for payment information through PCI-compliant virtual agents
  • Cognigy Voice Gateway:  Bundle of 5 concurrent voice sessions, enabling seamless telephony integration for voice bots via Cognigy SaaS
  • Cognigy HIPAA SaaS:  Designed for healthcare organizations requiring HIPAA-compliant AI. This offering includes:
    • Secure handling of PHI
    • Isolated, compliant infrastructure
    • Data residency and SLA-backed availability
    • Deployment and provisioning are handled through Cognigy’s Customer Success team
  • Cognigy Live Agent:  A unified, AI-enhanced agent workspace for handling escalations from virtual agents:
    • Agent Copilot with real-time suggestions
    • Omnichannel support (web chat, WhatsApp, iMessage, etc.)
    • Intelligent routing and queue management
    • CRM integration and automation tools
    • Real-time analytics and performance monitoring
  • Cognigy Knowledge AI (Knowledge SaaS): A powerful knowledge search and Q&A tool built on LLM and vector search technology:
    • Structured “Knowledge Stores” for internal content
    • Generative responses to customer or agent queries
    • Agent Assist: surfacing relevant knowledge during live interactions
    • Licensing is based on usage (knowledge chunks and queries)
  • Cognigy STT / TTS
    Add-ons enabling Speech-to-Text (STT) and Text-to-Speech (TTS) for voice bot applications
For more details on Cognigy offerings, visit: www.cognigy.com
 
“Committed Conversations” means the number of conversations which are included in the purchased license per Billing Period. Committed Conversations can be used freely within the Billing Period.
 
“Cognigy SaaS” means a single-Tenant access to a Cognigy Product within a multi-Tenant environment, hosted and maintained by Licensor. The service includes Standard Support.
 
 “Conversation” means 1 Session with 1 User on a Channel during a 24 hour period with a maximum of 50 User Inputs per Conversation.
 
Implementation and Add ons
 
Cognigy services include a set up fee for SaaS or voice deployment and RingCentral’s Professional Services implementation. Customers can purchase additional Cognigy conversations for an additional fee.
 
Term and Billing
 
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the Cognigy Integration is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of Cognigy services. The Cognigy integration is billed on a monthly basis.
 
Licensing, Usage, and Overage Fees:
 
Customer access to the services is provided through the purchase of a license that includes a predefined number of usage minutes per billing cycle. The Customer agrees to pay the applicable licensing fee based on their selected package. If the Customer exceeds the included minutes, overage fees will apply at the rate specified for their package. These rates are subject to change, and the Service Provider will provide prior notice of any significant changes. Overage rates are:
Service Overage Rate (price per conversation)
Cognigy.AI SaaS - Overage Charges - S1K $1.31
Cognigy.AI SaaS - Overage Charges - S5K $0.88
Cognigy.AI SaaS - Overage Charges - S10K $0.62
Cognigy.AI SaaS - Overage Charges - S25K $0.50
Cognigy.AI SaaS - Overage Charges - S50K $0.47
Cognigy.AI SaaS - Overage Charges - S100K $0.42
Cognigy.AI SaaS - Overage Charges - S200K $0.31
Cognigy.AI SaaS - Overage Charges - S400K $0.29
Cognigy.AI SaaS - Overage Charges - S500K $0.25
Cognigy.AI SaaS - Overage Charges - S1M $0.17
Voice Gateway Concurrent Sessions SaaS - Overage Charges - Per Line Per Day $5.00

*Price per line/day
End user license agreement
 
Customer shall comply with Cognigy’s End User License Agreement located at
 
Verint for RingCX

Availability: RingCentral Direct RingCX Customers in US, CAN, UK
 
Service Overview:

Verint delivers a comprehensive set of tools designed to optimize workforce engagement and operational efficiency across contact centers and customer interaction channels. This offering, Verint for RingCX (the “Service”), includes:
 
  • Quality Management (Enterprise): Advanced quality assurance tools to monitor, evaluate, and improve customer interactions, ensuring consistent service excellence.
  • Voice Capture Essentials: Reliable and scalable voice recording capabilities that capture, store, and analyze audio interactions for compliance and quality purposes.
  • Screen Capture Essentials: Seamless recording of on-screen activity to complement voice recordings, providing a holistic view of agent performance and customer interactions.
  • Text Ingest and Data Insights Essentials: A powerful solution for ingesting and analyzing text-based communications, turning unstructured data into actionable insights to improve decision-making.
  • Workforce Management Essentials: Streamlined workforce planning and scheduling to maximize productivity and ensure the right resources are available at the right time.
  • Performance Management (Enterprise): Advanced analytics and reporting tools to track key performance indicators, drive accountability, and foster continuous improvement
Term
 
Multi-year terms will be coterminous with Customer’s Agreement (provided, however, that the Verint for RingCX term is at least one year in duration). Customers with less than one year remaining on their Agreement will agree to a conterminous use of Verint for RingCX services. 
 
Billing
 
Customers purchase Verint for RingCX based on the number of assigned licenses and pay a fixed monthly fee. IVA services are billed based on usage, with digital interactions charged per interaction and voice services charged per minute.
 
Account True-Ups
 
RingCentral will monitor and provide recurring reporting on a quarterly, bi-annual or annual basis regarding changes in the quantity of RingCentral RingCX licenses on the Customer’s account, and adjustments to Verint for RingCX licenses will be made to support those licenses (Account True-Ups).  Customers acknowledge that Verint for RingCX license quantities align with the quantity of RingCX licenses on their account and agree to participate in Account True-Up meetings if requested.  Any changes made from an Account True-Up will be reflected in the next scheduled invoice. 
 
Add on Services
 
Customers also have the option to purchase professional services add-ons to enhance their Verint for RingCX experience.
 
Support
 
RingCentral provides initial support, handling basic triage, issue identification, and seamless transfers to Verint if needed. First Level Support quickly assesses whether an issue stems from RingCentral or Verint’s product. RingCentral resolves its own system issues, ensuring prompt resolution and customer closure. If the issue lies with Verint, our team facilitates a warm transfer, and Verint assumes responsibility for resolution and closure.
 
Customer Limitations, Obligations and Restrictions
 
Access. Solely for Customers’ and its Affiliates’ internal business use (which may include external use of designated components by Customer’s personnel), Verint grants to Customer a non-exclusive, non-transferable, non-assignable, personal right to use the SaaS Services specified in an Order through Internet access, up to the extent of the licenses specified in that Order, plus any Overage. With respect to the documentation applicable to the SaaS Services, Customer may make a reasonable number of copies of the documentation solely as needed for Customer’s and its Affiliates’ internal business purposes. With regards to the on- premise components and related documentation, Verint grants to Customer, and Customer accepts, a nonexclusive, nonassignable, and nontransferable limited license to use the applicable on-premise components and related documentation solely in conjunction with the SaaS Services for Customers’ and its Affiliates’ internal business purposes.
Passwords. All access codes and passwords are personal to the individual to which it is issued. Customer and its Personnel are responsible for maintaining the confidentiality and security of all access codes and passwords issued, and ensuring that each access code and password is only used by the individual authorized. To the extent Verint assigned Customer with administrative rights to create access codes and passwords for its Personnel, Customer shall be responsible for issuing such passwords.
Customer Data: Customer agrees that Customer is solely responsible for: (i) lawfully obtaining any Customer data and other information Customer provides while using the Service, (ii) providing all required notices under Applicable Data Protection Laws and obtaining all rights and consents necessary to collect, retain, use and/or disclose the Customer data, (iii) ensuring the processing, collection, retention and other processing of Customer Personal Data in connection with the use and delivery of the Service does not violate the rights of data subjects or the Applicable Data Protection Laws, and (iv) the accuracy, completeness, quality, integrity, legality, reliability,
Details regarding the processing of Customer Personal Data as part of the Verint for RingCX services are provided at https://www.verint.com/our-company/legal-documents/dpa/data-processing-schedule/.
 
Artificial Intelligence
Outputs or results produced using artificial intelligence are for informational purposes only and may not be fully accurate. Customers should evaluate their use cases and the accuracy of outputs, including by using human review of the output, in light of any law, regulation, or guideline as may be appropriate. RingCentral will have no responsibility or liability for any cost, damages, liabilities, or fines resulting from 1) Customer's use of inaccurate AI outputs, 2) Customer's misuse of AI outputs, 3) Customer's use of AI in violation of applicable laws or regulations.
 
Customer and its End Users should not solely or as a substantial factor rely on these outcomes or metrics to make decisions concerning employment, creditworthiness or insurability.
 
 
THIRD PARTY SUPPLEMENTAL TERMS
 
The following supplemental terms shall apply to the pertinent third-party products listed below:
 
Algo SIP Paging Adapters Supplemental Terms
 
  1. 1. SIP Paging Adapters – RingCentral will procure, provision, and ship the 8301 IP Paging Adapter & Scheduler to the sites listed in Appendix B of the relevant SOW. RingCentral will build a paging extension for each device listed in Appendix B of the relevant SOW. Overhead paging is based on third party hardware on the client's existing system.
  2.  
  1. 2. Returns – _We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact your sales representative with details of the product and the defect. Upon receipt of your claim, a Return Merchandise Authorization (RMA) will be processed with the manufacturer for warranty replacement. RingCentral will facilitate the replacement of the device; however, you may be required to return the defective equipment to the manufacturer under their specified process. Failure to return defective merchandise may result in additional charges.
  2.  
  1. 3. Hardware and Equipment Terms – _All hardware and equipment purchased under this SOW shall be provided to the Customer by either RingCentral or a third-party vendor in RingCentral’s sole discretion. Hardware will be invoiced upon delivery to the customer’s site. The terms and conditions that govern any equipment, including but not limited to, purchases, warranties, returns, exchanges and claims can be found at: http://www.ringcentral.com/legal/ringcentral-hardware-terms-conditions.html. In the case of any conflict between the terms contained in this link and the terms in the relevant SOW, the terms in the relevant SOW shall predominate and take precedence in interpretation.
  2.  
  • Title and Risk of Loss to all Products will pass to Customer when the Products are transferred to a carrier at RingCentral´s designated shipping location. It’s the customer responsibility to provide RingCentral with a secure shipping location to hold the products until the date of installation.
  • If the installation location differs from the shipping address, the customer may request RingCentral attempt to facilitate delivery from the shipping address to the installation location through a third-party resource at an additional cost via a change order form. If a resource can be obtained and if the customer chooses to use this resource, the customer continues to maintain Title and Risk of Loss to all products throughout the transportation process.
  1. 4. Warranty
  2. Algo products are warranted to be free from defects in workmanship and materials for a period of 12 months from the date of purchase, not to exceed 18 months from the date of manufacture.
  3. In the event your Algo product should develop a problem, please contact Algo Technical Support:
  4.  
  5. Algo Technical Support
  6. Tel 1-604-454-3792
  7. [email protected]
  8. Monday to Friday 7:30AM to 3:30PM Pacific Time
  9.  
  10. Algo Technical Support will issue a Ticket where shipping to Algo is at customer expense. In-warranty product requiring repair will be remedied by replacement or repair at Algo’s sole discretion. Such product will be returned at no charge to customers located in the USA or Canada, shipping at Algo expense.
  11.  
  12. For any out-of-warranty product requiring repair, please contact Algo Technical Support to determine if a repair is possible. If so, a Ticket will be issued for the return of the goods. Shipping to/from Algo is at customer expense. Non-warranty repair charges will apply accordingly and are subject to a minimum charge of $75 applicable to all returns not covered under warranty, including no fault found and bench test.
  13.