Legal
This Privacy Policy describes how ContactVerse Galactic Labs Limited (“ContactVerse”, “we”, “us”) collects, uses, and protects Personal Data in connection with our AI contact center products and services.
1. Definitions
This policy uses defined terms including Agent (any third-party data processor that processes Personal Data on ContactVerse’s behalf), Data Controller, Data Processor, Data Protection Laws (covering EU GDPR, UK GDPR, the Swiss Federal Data Protection Act, the Australian Privacy Act 1988, and applicable regional regulations), Personal Data (any information that identifies or could be used to identify a living individual), and Sensitive Personal Data (information revealing race, ethnicity, political opinions, religious beliefs, union membership, health or sex life details, or criminal proceedings).
Data Protection Framework
To learn more about the Data Protection Framework and to view our certification, please visit dataprivacyframework.gov. ContactVerse is in the process of certification to the U.S. Department of Commerce regarding EU-U.S. DPF and Swiss-U.S. DPF compliance. If there is any conflict between the terms in this privacy policy and the EU-U.S. DPF Principles, the UK Principles shall govern.
Data Protection Officer
ContactVerse maintains a Data Protection Officer as a key contact for questions and complaints regarding Personal Data, reachable at dpo@contactverse.ai.
Personal Data Collection, Handling, and Use
ContactVerse operates as a data processor for customers. We process data related to contact center operations including time of call, call status, parties to a call, call recordings, and customer contact information. ContactVerse only processes Personal Data collected through our products and services at the behest of our customers. We will not sell or otherwise transfer Personal Data to any third party unless required by customer authorization, business asset sales, payment processing, or legal compliance, including in response to lawful requests by public authorities, such as national security or law enforcement requirements.
Restricting Use or Disclosure
You may opt out in writing of any disclosure of your Personal Data to any third party that is not our Agent. Sensitive data requires affirmative and explicit consent for third-party disclosure beyond agents. Contact our DPO at dpo@contactverse.ai for restrictions.
Access and Correction Rights
You have the right to obtain confirmation from ContactVerse of whether we maintain Personal Data relating to you. We will provide access and enable you to correct, amend, or delete Personal Data related to you within reasonable timeframes. Access may be restricted when the burden or expense of providing access would be disproportionate to the risks to your privacy.
AI Engine and Model Usage
By using our services, you acknowledge that your information may be leveraged or used by our AI engines and models as part of this policy. Uses include analyzing behavior and preferences, identifying trends, enhancing machine learning algorithms, providing business analytics, and complying with legal requirements.
Information Protection
ContactVerse has implemented reasonable and appropriate physical, electronic, and administrative procedures to safeguard and secure this information from loss, misuse, unauthorized access, or disclosure. However, no data transmitted over or accessible through the internet can be guaranteed to be completely secure. We will notify users of security breaches via email.
Agents and Sub-processors
Agents are bound by strict compliance and contractual terms which provide the same level of protection to Personal Data as offered to our customers. We require agents to demonstrate protection through contracts with Data Protection Framework-compliant terms, subject status under Data Protection Laws, establishment in adequacy-finding countries, or their own DPF certification.
Complaint and Dispute Resolution
ContactVerse commits to responding within 10 days and resolving complaints within 45 days. We participate in independent dispute resolution of complaints through the EU data protection authorities, and under certain conditions, binding arbitration before the panel is available. The UK’s ICO Data Protection Authority serves as the Lead Supervisory Authority, with our DPO as chair.
Compliance Verification
We will conduct compliance audits of our privacy practices. Employees found to violate this notice face disciplinary action up to and including termination of employment.
Policy Changes
ContactVerse will post changes on this website and notify users of material changes via email to the address on their account or via notice on the website.
