Privacy Policy

ProUCX Pty Ltd (“ProUCX”, “we”, “us”) builds Amazon Connect integrations, including the Amazon Connect Softphone for Pipedrive (LiveUCX Softphone for Amazon Connect), connectors for Dynamics 365 and HubSpot, the Connect Phone mobile app and the LiveUCX dashboards. We respect your privacy and handle personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). This policy explains what we collect through our website and products, what our Pipedrive app accesses, how we use it, how long we keep it and the choices you have.

Information we collect

Contact & enquiry details you provide via our forms or by email/phone — such as your name, work email, company and message.
Customer configuration data needed to operate our connectors and dashboards — such as your Amazon Connect instance and region, your CRM organisation/company and API domain (for example Dynamics 365, Pipedrive or HubSpot), and screen-pop and disposition settings.
CRM authorisation & data access. When you install one of our CRM apps (for example for Dynamics 365, HubSpot or Pipedrive) you grant OAuth access so the softphone can look up the matching person/contact, deal and activity records to screen-pop and dial by name, and write call activities back on hang-up. We access this data solely to provide those features.
Usage and technical data from our website, such as basic analytics and server logs.

What the app accesses in Pipedrive

When an administrator installs the Amazon Connect Softphone for Pipedrive, the app connects to your Pipedrive account through Pipedrive’s OAuth flow using least-privilege scopes. We request only the access the softphone needs to work:

Persons and organisations — to match an incoming caller to the right Pipedrive person and to let agents dial a contact by name.
Search — to find the matching Pipedrive person by phone number, or by email address for chats.
Activities — to write each call back into Pipedrive as a call activity with direction, duration, disposition and notes.
Basic account and user details — to identify the Pipedrive company and the signed-in user so the softphone loads in the correct account.

We do not request access to data the softphone does not need, and we do not read Pipedrive records for any purpose other than delivering these features.

Amazon Connect call data

The softphone connects to your own Amazon Connect instance. To log a call in Pipedrive we process call metadata such as the caller and dialled number, call direction, start time, duration and the disposition or outcome an agent selects. Call audio is carried by your Amazon Connect instance; ProUCX does not record, listen to or retain call audio. Where your plan includes a recording link, Contact Lens transcript or an AI call summary, those are generated by your Amazon Connect instance and referenced on the Pipedrive activity — your Amazon Connect environment remains the system of record.

What we do not do

We do not sell, rent or share your personal information or Pipedrive data with third parties for their own purposes.
We do not store your Pipedrive API token or OAuth credentials beyond what the OAuth connection requires to keep the softphone working; tokens are held encrypted and are revoked when you uninstall the app or disconnect the integration.
We do not keep a separate master copy of your Pipedrive records. Call activities are written into your own Pipedrive account, which remains your system of record.
The app contains no advertising and no third-party advertising or tracking SDKs.

What we do not hold

Our connectors write call activities and dispositions into your own CRM (for example your Dynamics 365 organisation, Pipedrive company or HubSpot account). ProUCX does not maintain a separate copy of your customers’ records or call content, and never sells or shares CRM data. OAuth access tokens are stored encrypted and used only to serve your own softphone. See our security overview for detail.

Connect Phone (our mobile app)

Connect Phone is an agent softphone for organisations that use Amazon Connect. Agents sign in with their existing Amazon Connect login and a one-time workspace code from their administrator. In connection with the app:

Account identifiers. We record the agent's Amazon Connect username and a device identifier to count active seats for billing. These are used only to operate and bill the service, and are never used to track you across other apps or websites.
Microphone. The app uses your device microphone solely to carry live calls over a secure connection to your organisation’s Amazon Connect instance. ProUCX does not record, listen to, or retain call audio.
Call & contact information shown in the app — such as the caller's number, queue, contact attributes and recent history — is drawn live from your organisation's Amazon Connect instance. Your organisation controls that data; ProUCX displays it to the agent and does not keep a separate copy.
Notes & dispositions an agent records after a call are written back to the Amazon Connect contact in your organisation’s own instance.

The app contains no advertising, no third-party analytics or tracking SDKs, and no in-app purchases; your organisation subscribes to the ProUCX service separately.

How we use information

To respond to enquiries and provide demos.
To deliver, configure, support and improve our products.
To provide the Pipedrive softphone: screen-pop, click-to-dial, call logging, transfer and live queue stats inside Pipedrive.
To count the number of active agents each month for metered billing.
To provide support, maintain security and improve the service.
To meet our legal and contractual obligations.

Disclosure

We do not sell personal information. We may share it with trusted service providers (for example cloud hosting in AWS) who are bound to protect it, and where required by law.

Hosting & data residency

The Pipedrive integration is hosted on Amazon Web Services in the United States (us-east-1, N. Virginia). Configuration data for our other products is hosted on AWS, with data-residency options in Australia, Singapore, the USA and Europe. Data is encrypted in transit, and access is restricted on a least-privilege basis. We may use trusted sub-processors (for example AWS) who are bound to protect your data and act only on our instructions.

Retention

Call activities live in your Pipedrive account under your own retention settings. ProUCX retains only the configuration and operational data needed to run and bill the service (for example your account identifiers, integration settings and the encrypted OAuth connection). When you uninstall the app or close your subscription, we disconnect the integration, revoke stored tokens and delete or de-identify configuration data we no longer need, subject to any records we must keep to meet legal or accounting obligations.

Your rights

You may request access to, or correction of, the personal information we hold about you, ask us to disconnect the integration and delete associated configuration data, or raise a privacy concern, by emailing service@proucx.com.au. We will respond within a reasonable time. You can also disconnect the app at any time from within Pipedrive, which revokes our access.

Contact us

ProUCX Pty Ltd, Australia · service@proucx.com.au · +61 1300 508 947.

This policy is provided for general information and does not constitute legal advice.