Gryph for Sentiment Analysis

Gryph for Sentiment Analysis - Standard Service Offering

Gryph for Sentiment Analysis. 

Gryph for Sentiment Analysis for the Gryphon ONE Platform (“Service Platform”) shall provide Customer with a detailed analysis of every telephone call based upon sentiment and key moments. Gryph for Sentiment Analysis can be accessed via the Gryphon Connect service (detailed below), utilizing a streaming media (audio) based integration utilizing supported web socket Application Programming Interface (“API”), or by way of post-call audio and metadata files delivered to the Gryphon ONE Platform via custom Gryphon secure File Transfer (“sFTP”) Support and/or a Professional Services engagement with Gryphon. Professional Services engagements will be mutually agreed upon by and between Gryphon and Customer and memorialized in a Statement of Work (“SOW”). 

Call Recording and Transcription (Outbound and Inbound). 

Gryph for Sentiment Analysis shall allow for the recording and transcription of Customer calls with tier-1 telephony that delivers carrier-grade voice quality and high transcription accuracy to ensure end-customer feedback is never diluted or misinterpreted. 

Gryph for Sentiment Analysis used in conjunction with the Service Platform, shall automatically record all inbound and outbound answered telephone calls placed through the Service Platform. Answered telephone calls may include, but are not limited to, calls answered by: (i) the called party, (ii) an answering machine, (iii) fax/modem, or (iv) a carrier designated message (special information tone). Call recording of a telephone call will be terminated when either party disconnects the telephone call. Customers may elect to enable Gryphon’s Pre-Call Prompts, including “All Party Consent,” by eligible state or jurisdiction. 

Call recordings or web conferencing media-based recordings are stored and available for playback via the Service Platform interface for one (1) calendar year unless negotiated otherwise. Transcriptions are stored and available for display via the Service Platform interface for three (3) years unless otherwise agreed upon by Customer and Gryphon. 

AI-Enabled Sentiment. 

Gryph for Sentiment Analysis shall enable Artificial Intelligence (AI) enabled sentiment for Customer’s calling agents to identify how their customers feel throughout a call to leverage positive emotion to replicate successful behaviors and talk tracks for future conversations or utilize negative sentiment to mitigate customer frustration and dissatisfaction. 

Gryph Call Quality Score. 

Gryph for Sentiment Analysis shall enable Customer to identify the most accurate indicator of call performance using Artificial Intelligence (AI) to analyze and score call quality based on Customer’s unique key performance indictors (KPI). Gryph for Sentiment Analysis shall enable Customer managers to remove subjectivity from the call review or quality assurance (QA) process and supplement it with data-driven analysis of top to bottom Customer calling agents. 

No Call Recording Necessary (Outbound and Inbound). 

Gryph for Sentiment Analysis, accessed via Gryphon’s tier-1 telephony network infrastructure, an in the path of the call approach, shall enable Customer and Customer’s calling agents to leverage real-time guided coaching, post-call conversation intelligence, and the metadata extracted from such conversations without physically recording the Customer’s calls as instructed by the Customer. 

Call and Transcript Redaction (Outbound and Inbound). 

Gryph for Sentiment Analysis shall automatically remove private and sensitive information from Customer calls and transcripts with automated redaction to limit the collection of highly confidential consumer information. Gryphon shall redact personally identifiable information (PII,), payment card industry data security standard (PCI-DSS,) and protected health information (PHI) data to assist Customer meet Customer’s obligations and requirements related to managing private and sensitive information. 

Post Call Analysis (PCA) Player. 

Gryph for Sentiment Analysis shall enable the Customer to utilize Gryphon’s Post Call Analysis (PCA) player applications to review individual call details, the rating of a call, call notes, and utterance flags and snippets of a recorded call. Web conference video playback functionality allows Customer’s authorized users to play the video recordings. Customer may play back the recorded telephone call or web conference by clicking on a link accessible via the Service Platform and the supported PCA player. Additionally, Customer’s management personnel view the text transcriptions and other supported call metrics of any recorded telephone call or web conference call via the Service Platform and supported interface. Call recordings or web conferencing media-based recordings are stored and available for playback via the Service Platform interface for one (1) calendar year unless otherwise agreed upon by Customer and Gryphon. Transcriptions of recorded calls are stored and available for display via the Service Platform interface for three (3) years unless otherwise agreed upon by Customer and Gryphon. 

Integration-based Dialing. 

Gryph for Sentiment Analysis shall enable Customer to integrate Customer’s customer relationship management (CRM), unified communications (UCaaS), and contact center (CCaaS) platforms and other systems and applications with the Service Platform for real-time, Artificial Intelligence (AI) powered guided coaching, post-call conversation intelligence, and other capabilities via a recorded telephone call. If no pre-existing integration exists, or if a modification of a pre-existing integration is required, a Gryphon Professional Services engagement may be needed. Professional Services engagements will be mutually agreed upon by and between Gryphon and Customer and memorialized in a Statement of Work (“SOW”). 

Gryph Mobile. 

Gryph for Sentiment Analysis shall make available to Customer the Gryph Mobile application. Gryph Mobile leverages artificial intelligence (AI) to curate personalized playlists of conversational key moments so that Customer managers can review, remediate challenges, provide targeted feedback to calling agents, and replicate best practices across Customer teams. 

Call Summarization.

Gryph for Sentiment Analysis’ Call Summarization service, used in conjunction with Customer’s other Gryphon Services, shall enable Customer to leverage artificial intelligence (A.I.) to provide a summary of each inbound and outbound telephone call including call-by-call discussion points, key concepts, and action items. With Call Summarization, Customer administrators and agents can reduce the time and effort spent on post-call administrative tasks allowing for such administrators or agents to focus on strategic activities, gaining instant insights to support deal acceleration and progression, improve customer satisfaction, and identify contact compliance opportunities. Additionally, Gryphon’s Call Summarization service will assist with simplifying collaboration and knowledge share efforts across frontline teams, enhancing both pre-call preparation and follow-up with clear and consistent call summaries.

Call Summarization applies to both inbound and outbound telephone calls with a call duration of thirty (30) seconds to thirty (30) minutes). Call Summarization does not currently support conferencing platforms (i.e., Teams/Zoom/Webex).

Gryphon Access:  

CRM Integration. 

United States. Gryph for Sentiment Analysis’ CRM Integration for the Service Platform, accessed via Customer’s CRM applications and other integrated marketing applications, shall identify U.S. telephone numbers that Customer is proscribed from calling because the telephone numbers are: (i) the Customer IDNC List maintained by Gryphon, (ii) registered on a U.S. state Do-Not-Call list, Direct Marketing Association Telephone Preference Service List (DMA TPS List), or the U.S. National Do-Not-Call Registry, (iii) on a list of U.S. wireless telephone numbers in a jurisdiction where manually dialed calls to wireless telephone numbers are prohibited, or (iv) prohibited by state or federal calling hour, state holiday, state of emergency, or state or federal call frequency restrictions at the time the telephone number is called. 

Canada. Gryphon’s CRM Integration, accessed via Customer’s CRM applications and other integrated marketing applications, shall identify Canadian telephone numbers that Customer is proscribed from calling because the telephone numbers are: (i) the Customer IDNC List maintained by Gryphon,  (ii) registered on Canada’s National Do-Not-Call List maintained by the Canada Radio-Television and Telecommunications Commission (CRTC), or (iii) prohibited by federal calling hour or federal or provincial holiday at the time the telephone number is called. 

Gryphon’s CRM Integration will allow Customer to update the Customer IDNC List to reflect additional Do-Not-Call opt out requests. 

Customer acknowledges and agrees that Gryphon’s CRM Integration, accessed via Customer’s CRM applications and other integrated marketing applications, will not be used in conjunction with an automated telephone dialing system (ATDS). 

Web Service License. 

Gryph for Sentiment Analysis’ Web Service shall enable Customer to access the Service Platform via standard internet protocols utilizing the Gryphon Web Service Developer’s Guide to update the Customer’s IDNC List and Customer Exemption Data Set. 

United States. Gryphon’s Web Service for the Phone channel shall identify U.S. telephone numbers that Customer is proscribed from calling because the telephone numbers are: (i) on the Customer IDNC List maintained by Gryphon, (ii) registered on a U.S. state Do-Not-Call list, Direct Marketing Association Telephone Preference Service List (DMA TPS List), or the U.S. National Do-Not-Call Registry, (iii) on a list of U.S. wireless telephone numbers in a jurisdiction where manually dialed calls to wireless telephone numbers are prohibited, or (iv) prohibited by state or federal calling hour, state holiday, or state of emergency restrictions at the time the telephone number is called. 

Canada. Gryphon’s Web Service for the Phone channel shall identify Canadian telephone numbers that Customer is proscribed from calling because the telephone numbers are: (i) on the Customer IDNC List maintained by Gryphon, (ii) registered on Canada’s National Do-Not-Call List maintained by the Canada Radio-Television and Telecommunications Commission (CRTC), or (iii) prohibited by federal calling hour or federal or provincial holiday at the time the telephone number is called. 

Gryphon’s Web Service functions through a series of applications, computer programs, databases and transmission protocols that interact and exchange data or information with third party technology and telecommunications resources and the Customer Customized Call Environment, a secure and proprietary Customer database or series of databases hosted for Customer by Gryphon 

Wireless Separation (United States only): Customer may wish to utilize Gryphon’s wireless separator functionality to remove wireless telephone numbers prior to certification. If Customer elects to enable this functionality, Customer must first subscribe to legally required wireless lists, including available data identifying phone numbers ported between wireless and wireline. 

Gryphon Browser Plug-in. 

United States. Gryph for Sentiment Analysis’ Browser Plug-in for the Service Platform, accessed via downloadable Google Chrome browser extension from any webpage, shall identify U.S. telephone numbers that Customer is proscribed from placing calls to because they are: (i) on the Customer IDNC List, (ii) on a U.S. state Do-Not-Call list, Direct Marketing Association Telephone Preference Service List (DMA TPS List), or the U.S. National Do-Not-Call Registry, (iii) on a list of U.S. wireless telephone numbers in a jurisdiction where manually dialed calls to wireless telephone numbers are prohibited, or (iv) prohibited by state or federal calling hour, state holiday, state of emergency, or state or federal call frequency restrictions at the time the telephone number is called. 

Canada. Gryphon’s Browser Plug-in for the Service Platform, accessed via downloadable Google Chrome browser extension from any webpage, shall identify Canadian telephone numbers that Customer is proscribed from calling because they are: (i) on the Customer IDNC List, (ii) Canada’s National Do-Not-Call List maintained by the Canada Radio-Television and Telecommunications Commission (CRTC), or (iii) prohibited by federal calling hour or federal or provincial holiday at the time the telephone number is called. 

Gryphon’s Browser Plug-in will allow Customer to update the Customer’s IDNC List to reflect additional Do-Not-Call opt out requests. 

Customer acknowledges that Gryphon’s Browser Plug-in for the Service Platform, accessed via downloadable Google Chrome browser extension from any webpage, will not be used in conjunction with an automated telephone dialing system (ATDS). 

Gryphon Connect: 

Gryphon Connect for the Service Platform is accessed via Gryphon’s tier-1 carrier grade telephony network infrastructure and calling access methods are designed to function in the path of the telephone call.  

Customer is required to select a minimum of one (1) of the following Gryphon Connect access methods for access to the Service Platform: 

1. 800 Access. Gryphon’s 800 Access is accessed via one or more toll free Network Access Numbers (“NAN”) supplied by a third party regulated telecommunication service provider to enable Customer to connect to the Service Platform. Customer appoints Gryphon as its limited agent for the sole purpose of arranging for Customer to receive NAN from the third party regulated telecommunication service provider. This appointment shall terminate along with the expiration or termination of Customer’s access to the Service Platform pursuant to the terms of Customer’s Agreement with Gryphon. Gryphon shall receive and pay the telecommunications service provider’s invoices on behalf of Customer for Customer’s NAN connection time. Gryphon will invoice Customer for Customer’s NAN connection time at cost, as a pass through and without mark-up. 
2. Click-To-Dial. Gryphon’s Click-to-Dial is accessed via a Click-to-Dial link within Customer’s CRM applications and other integrated marketing applications. When a user views a record in an integrated application, a Click-to-Dial link will display in the CRM record if the telephone number is not restricted as do-not-call. The Click-to-Dial link will allow the user to click the link to initiate the first outbound leg of the call to the designated telephone number. When the designated telephone number is answered by the user, the first leg of the telephone call is connected, and the second outbound leg of the call will be initiated via the Service Platform to the intended telephone number. 
3. Desktop Dialer App. Gryphon’s Desktop Dialer App is accessed via Gryphon’s applications for desktop softphone dialing. Gryphon’s Desktop Dialer App supports standard softphone keypad interfaces and ten-digit number entries through the user’s desktop computer. The Desktop Dialer App may be downloaded by Customer’s users to their desktop computer(s) via the Gryphon Client Portal and/or applicable App Stores. 
4. Mobile Dialer App. Gryphon’s Mobile Dialer App is accessed via Gryphon’s applications for Android and iOS smartphone handsets. Gryphon’s Mobile Dialer App supports standard mobile keypad interfaces and ten-digit telephone number entries through the user’s mobile device. The Mobile Dialer App supports iPhone OS and Android™ smartphones and may be downloaded by Customer’s users to their smartphones via the Gryphon Client Portal and/or applicable App Stores. 
5. In-Network (Outbound & Inbound). Gryphon’s In-Network service is accessed via SIP (Session Initiation Protocol) connectivity that communicates with the Service Platform. When a Customer user initiates an outbound and/or receives an inbound telephone call on a properly configured phone or Private Branch Exchange (PBX), a SIP message is sent to the Service Platform In-Network Service for connection (or blocked for certification, if applicable).  Only U.S. and/or Canadian telephone numbers received via Customer Trunk Groups and ANIs identified in writing to Gryphon will be able to access the Service Platform. 
6. Gryphon’s WebRTC service is accessed via Customer’s CRM applications and other integrated marketing applications. When a Customer user views a record in the integrated application, a WebRTC Click-to-Dial link will display in the record if a telephone number is not restricted as do-not-call.  The WebRTC Click-to-Dial link will allow the user to click the link to initiate a call via the Service Platform to the user’s designated telephone number via an API that allows audio communication to work inside integrated and configured webpages. 

Gryph Insights: 

Gryph for Sentiment Analysis for the Service Platform shall allow Customer to access the Gryphon Insights Dashboard that provides at-a-glance views of Customer’s calling metrics and key performance indicators (KPI) designed to provide Customer’s managers with data to improve overall decision-making, establish benchmarks and standards for agent network, and identify coaching and training opportunities. Gryphon Insights shall allow the Customer to access a history of all system activity from summary-level to granular call-by-call transactional detail. 

Gryphon Integrate: 

Call Ingestion. 

Gryph for Sentiment Analysis’ call ingestions shall enable a Customer to load pre-recorded conversations and the associated metadata into for the Gryphon Service Platform for Artificial Intelligence (AI) powered analysis. Customer’s post-call audio and metadata files delivered to the Service Platform via custom Gryphon sFTP Support and/or a Professional Services engagement with Gryphon. 

Streaming Media.

Streaming Media shall enable access to the Gryphon-ONE platform and the Gryph for Sentiment Analysis service utilizing the Customer’s CRM applications and other integrated marketing applications and a streaming media (audio) based integration supported via web socket Application Programming Interface (“API”). Integrations to the Service Platform utilizing Streaming Media are supported in with a Professional Services engagement with Gryphon. Professional Services engagements will be mutually agreed upon by and between Gryphon and Customer and memorialized in a Statement of Work (“SOW”).

Dynamic Call-ID (DCID). 

Gryphon’s Dynamic Call-ID (DCID), used in conjunction with the Service Platform and the Gryphon Connect service, shall provide Customer the ability to display a local Caller ID, based on area code of the telephone number dialed. If the DCID service is enabled, when a user places an outbound telephone call using any of the Gryphon phone-based services, the Dynamic Call-ID service will match the area code of the telephone dialing the telephone call to the area code of telephone number called from a pre-assigned list of Gryphon-owned telephone numbers specific to Customer. A telephone number with the same area code, overlay or near-by area code will be transmitted as the outbound Caller ID to the dialed telephone number. If the call recipient returns the call to any of Customer’s pre-assigned pool of Gryphon telephone numbers, then the call can be routed back to the user who last called the telephone number through the Gryphon ONE Platform or a single, Customer-specified telephone number if a user match is not found. DTMF tones are captured, including on inbound call backs, and applied by the user via telephone keypad dispositions. Both inbound and outbound telephone calls to the preassigned telephone numbers will incur a talk time fee. 

Support of Multi-DCID is an option. Use of the Multi-DCID functionality requires the purchase of additional pools of numbers. 

Gryphon Company Named Dynamic Caller ID (DCID with CNAM). 

Gryphon’s Company Named Dynamic Caller ID (DCID with CNAM), used in conjunction with the Service Platform and the Gryphon Connect Service, shall provide Customer the ability to display local Caller ID, based on area code of an outbound dialed telephone number. If the DCID with CNAM service is enabled, users placing outbound telephone calls utilizing any of Gryphon’s phone-based services, will be able to match the area code of the user’s called telephone number from a pre-assigned list of Gryphon-owned telephone numbers specific to Customer. A telephone number with the same area code, overlay or near-by area code of the dialed telephone number will be transmitted as an outbound Caller ID to the dialed telephone number. When the Caller Name (“CNAM”) service is enabled, a registered Caller Name will be provided with the local Caller ID number as supplied by the call recipient’s telecommunication service provider. If the call recipient returns a call to any of Customer’s pre-assigned pool of Gryphon telephone numbers, then the call can be routed back to the user who last called the telephone number through the Service Platform or a single, Customer-specified telephone number if a user match is not found. Dual tone multi-frequency (DTMF) tones are captured, including on inbound call backs, and applied by the user via telephone keypad dispositions.  

Support of Multi-DCID with CNAM is an option. Use of the Multi-DCID with CNAM functionality requires the purchase of additional pools of numbers. Both inbound and outbound telephone calls to the preassigned telephone numbers will incur a talk time fee. 

GRYPHON ONE PLATFORM 

Gryph for Sentiment Analysis Service-Specific Terms 

The Gryphon ONE Platform (the “Service Platform”) is a cloud-based telephony and Software-as-a-Service (“SaaS”) platform consisting of interconnected servers, networking, and software. If elected, the Service Platform may securely process outbound phone calls originating from integrated Gryphon Connect access methods delivered through supported web interfaces, telephonic devices and software applications and/or process inbound phone calls from any external telephony source to a provisioned called party via virtual number mapped to the Gryphon cloud-based telephony platform and resides on the Service Platform. Outbound and inbound Gryphon Connect access methods capture dual tone multi-frequency (DTMF) tones to be applied before or after the call via keypad dispositions and recorded in an associated call detail record. 

The Service Platform functions through a series of applications, computer programs, databases and transmission protocols that interact and exchange data and information with third party technology and telecommunications resources and Customer’s customized call environment, a secure and proprietary Customer database (or series of databases) hosted by Gryphon for the Customer. Gryphon does not own or control the data it is provided by such third-party resources and bears no responsibility for any deficiencies or inaccuracies contained in such data at the time it is provided to Gryphon. 

System Requirements: A high-speed internet connection may be required for proper transmission of the Gryph for Sentiment Analysis. Services. Customer is responsible for procuring and maintaining the network connections that connect Customer’s network to the elected Gryph for Sentiment Analysis Services, including those procedures and protocols approved by Gryphon procedure for accessing the Services. Gryphon assumes no responsibility or liability for the reliability or performance of any hardware, technology, or telecommunications, including data transmitted across computer networks or telecommunications facilities which are not directly owned, operated, or controlled by Gryphon. 

Customer may elect to purchase an additional 1 hour of Talk Time per day with a maximum allotment of 240 hours of talk time (“Additional Talk Time Hours”) provided to Customer in the aggregate across Customer’s Authorized User base during a designated 12-month period. Such Additional Talk Time Hours will be added to Customer’s original Talk Time Overage Cap for the same designated 12-month period. If Customer exceeds the Talk Time Overage Cap during the designated 12-month period of the Term (or Renewal Term, as applicable), a Talk Time Overage Fee will apply to each hour of Talk Time incurred in excess of the Talk Time Overage Cap. The Talk Time Overage Fee will be as specified in Customer’s Gryph for Sentiment Analysis Order Form. Talk Time Overage Fees, if any, due and owing Gryphon will be calculated and invoiced monthly in accordance with the terms of Customer’s Order Form.

Call Recording: 

Gryphon is not and will not dispense any legal advice relative to call recording and transcription laws or regulations. If Customer has questions concerning the legal implications or issues related to recording and transcribing calls, how the various laws and regulations apply in particular states or the legal ramifications of the use of a Gryphon Service, you should contact an attorney for advice.

Gryphon is not legally responsible nor liable for any misinterpretation, lack of understanding or lack of knowledge regarding the use of electronic recordings or the use of its Services by a Customer, its users or any other party. It is the Customer’s responsibility to acquaint itself and its users with the proper knowledge for the legal use of the Services.  

There are both federal and state statutes governing the use of electronic, mechanical, or other device recordings. The unlawful use of such equipment when recording, including consent and disclosure requirements, can give rise not only to a civil suit but also criminal prosecution. Accordingly, it is critical that Customer understands the statutes that apply and what Customer’s rights and responsibilities are when recording, transcribing and disclosing communications. 

Transmission of Caller Identification and Caller Name Services: 

Customer acknowledges and agrees that its use, and Customer’s Authorized User’s use, of Gryphon Connect, Gryphon Integrate, Gryphon’s Dynamic Caller ID (DCID) and Company Named Dynamic Caller ID (CNAM) Services, used individually or collectively, will comply with all laws, regulations, regulatory conditions, and decisions from regulatory authorities. As part of this obligation, Customer agrees that it and its Authorized Users are responsible for ensuring that all equipment and calling programs used in conjunction with Gryphon Connect, Gryphon Integrate, and Gryphon’s DCID and CNAM Services complies with any specifications made available to Customer by Gryphon, including, but not limited to, the accurate transmission of Caller Identification and Caller Name and use of active, reachable callback numbers.