ContactCentre Guru – Privacy

Privacy Policy

This Privacy Policy describes how ZENTSO S GmbH (“ZENTSO”, “we”, “us”, or “our”) collects, uses, and protects information when you use the ContactCentre Guru – Teams ChatBot with Call Management application (“Application”).

The Application operates within Microsoft Teams and integrates with enterprise systems such as iMIS and CloudToolz to support call management, CRM activity logging, and workflow automation.

By using the Application, you acknowledge and agree to the practices described in this Privacy Policy.

1. Information We Process

The Application processes operational data required to deliver its functionality. This may include:

  • Microsoft Teams user identifiers
  • Call metadata (time, duration, participants)
  • Caller identification information
  • Contact information retrieved from CRM systems
  • Call transcripts (if transcription is enabled)
  • AI-generated call summaries
  • Workflow and activity data stored in CRM systems

This data is processed only for the purpose of enabling call management, CRM integration, analytics, and workflow automation.

2. Microsoft Teams and Microsoft Graph

The Application operates within Microsoft Teams and uses Microsoft Graph APIs to obtain information required to support calling workflows and integrations.

This may include access to:

  • Call events and metadata
  • User identity information
  • Teams presence information
  • Communication events related to calls

All access to Microsoft services is performed using secure OAuth authentication and in accordance with Microsoft’s platform policies.

3. AI Processing

The Application may use artificial intelligence technologies to analyze communication data and generate operational insights.

These capabilities may include:

  • Call transcription
  • AI-generated call summaries
  • Suggested follow-up actions
  • Conversation sentiment analysis

AI processing is performed only to assist users in managing communications and improving operational efficiency. AI-generated outputs may not always be accurate and should be reviewed by users.

4. How We Use Information

The information processed by the Application is used solely to provide and improve the functionality of the service, including:

  • Identifying callers through CRM records
  • Logging call activities into CRM systems
  • Generating summaries and transcripts
  • Automating workflows and follow-up actions
  • Producing operational analytics and dashboards

ZENTSO does not sell or rent personal data.

5. Data Storage and Retention

Data processed by the Application is stored within customer-controlled systems and enterprise infrastructure used to operate the service.

Retention of call logs, transcripts, and related data is controlled by the organization deploying the Application and may vary depending on organizational policies and regulatory requirements.

6. Data Security

ZENTSO implements commercially reasonable security measures designed to protect data processed by the Application. These measures include:

  • Azure Active Directory authentication
  • OAuth2 secure authorization
  • Encrypted API communication
  • Tenant-level isolation of customer environments
  • Operational logging and monitoring

While we strive to protect information, no system can guarantee absolute security.

7. Third-Party Services

The Application integrates with third-party platforms including Microsoft Teams, Microsoft Azure, and CRM systems such as iMIS. These platforms may process data according to their own privacy policies.

ZENTSO is not responsible for the privacy practices of third-party platforms.

8. Organizational Responsibility

Organizations deploying the Application act as the data controllers for the personal data processed through the service. They are responsible for ensuring compliance with applicable privacy and telecommunications regulations, including requirements related to call recording and consent.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The latest version will always be available at https://zentso.com/contactcentre-guru/privacy/.

Continued use of the Application after changes are published constitutes acceptance of the updated Privacy Policy.

10. Contact

If you have questions about this Privacy Policy or our data handling practices, please contact:

ZENTSO S GmbH
Website: https://zentso.com
Email: info@zentso.com

This policy is effective as of March 2026.