Privacy Policy
This policy describes how the call analytics service (“the Service”) handles personal data. The Service is supplied to business customers, who may resell it under their own name. Your own contract is with the organisation that gave you access to the Service; this policy describes the platform that organisation uses.
Who is responsible for your data
The business that gives you access to the Service decides what data is collected and why, and is the data controller. The platform operator processes that data on the business’s instructions, as a processor. Requests about your personal data should go to the business you deal with, which can pass them on.
What the Service processes
- Account data — name, email address, and the role and permissions assigned to a login.
- Call records — phone numbers, date, time and duration of calls handled by the business’s telephone numbers.
- Call recordings, where the business’s telephone provider is configured to record them.
- Transcripts produced automatically from those recordings.
- Analysis results derived from a transcript by an automated language model — for example a summary, an outcome, or scores against criteria the business defines.
- Text messages sent to or from telephone numbers the business has configured for messaging.
Sign-in with Google or Facebook
If you choose to sign in with Google or Facebook, the Service receives your name, your email address and the identifier that provider uses for your account. It requests nothing else — no access to your mail, contacts, files, posts or advertising accounts.
The email address is used once, to match you to a login an administrator has already created for you. Signing in this way cannot create an account, and the Service will refuse the sign-in if no account exists. After that first match the provider’s account identifier is stored so later sign-ins no longer depend on the address. No password is received or stored.
Automated processing
Recordings and transcripts are analysed automatically by a third-party language model to produce the results listed above. Analysis is not a decision about you: results are shown to the business, which decides what to do with them. Analysis can be wrong, and transcripts in particular may misrepresent what was said.
Who else receives data
- Hosting and infrastructure providers operating the servers and database.
- Telephony and messaging carriers supplying the calls, recordings and text messages.
- Speech-to-text and language model providers, for transcription and analysis.
- Email delivery providers, for reports and account email.
- Systems the business itself connects — spreadsheets, a CRM, or a webhook of its choosing. Where data goes next is the business’s decision.
Data is not sold, and is not used for advertising.
Retention
Call records, transcripts and analysis results are kept for as long as the business’s account is active, unless it asks for them to be removed. Recordings are kept for a shorter period and pruned automatically. Deleting a call removes its transcript, analysis and recording with it.
Your rights
Depending on where you live you may have the right to ask for access to your personal data, its correction or erasure, a copy of it, or a restriction on how it is used, and to object to processing. Ask the business that gave you access to the Service; it can act on the request or pass it to the platform operator.
Contact
Contact the organisation that gave you access to the Service. If you do not know who that is, the sign-in page you use will carry their name.
This document describes how the platform works. It is not legal advice, and the business supplying the Service to you may hold additional terms that apply to you.