Privacy Policy
Last updated: March 1, 2026
1. Information We Collect
We collect information you provide directly to us, such as when you create an account, use our services, make a purchase, or contact us for support.
Personal Information: Name, email address, phone number, company name, billing address, and payment information.
Usage Data: We automatically collect information about your use of the Service, including API calls, call logs, agent configurations, and dashboard activity.
Call Data: When you use our voice AI agents, we process call audio, transcriptions, and metadata (duration, phone numbers, timestamps). Call recordings are stored encrypted and retained according to your plan settings.
Device Information: Browser type, IP address, operating system, device identifiers, and general location data derived from your IP address.
2. How We Use Your Information
We use the information we collect to:
- Provide, maintain, and improve our Services
- Process transactions and send related information
- Send technical notices, updates, security alerts, and support messages
- Respond to your comments, questions, and customer service requests
- Monitor and analyze trends, usage, and activities in connection with our Services
- Detect, investigate, and prevent fraudulent transactions and other illegal activities
- Personalize and improve your experience
- Train and improve our AI models (only with anonymized and aggregated data, never with identifiable personal data)
3. Data Sharing & Disclosure
We do not sell your personal information. We may share information as follows:
Service Providers: With third-party vendors who need access to perform services on our behalf (cloud hosting, payment processing, analytics).
Telephony Partners: With Twilio, Vonage, or other telephony providers as necessary to route and complete phone calls.
AI Infrastructure: With AI model providers (OpenAI, Groq, ElevenLabs, Deepgram) to process voice and language tasks. These providers process data under strict contractual obligations.
Legal Requirements: When required by law, regulation, legal process, or governmental request.
Business Transfers: In connection with any merger, sale of company assets, financing, or acquisition of all or a portion of our business.
4. Data Retention
We retain your personal information for as long as your account is active or as needed to provide you Services.
Call Recordings: Retained for the duration specified in your plan settings (default: 90 days). You can delete recordings at any time via the API or dashboard.
Transcriptions: Retained for the duration specified in your plan settings. Deleted when the associated call recording is deleted.
Account Data: Retained for 30 days after account deletion to allow for reactivation. After 30 days, all data is permanently deleted.
Aggregated Data: Anonymized and aggregated data may be retained indefinitely for analytics and service improvement purposes.
5. Security
We implement and maintain reasonable security measures to protect your information:
- All data is encrypted at rest (AES-256) and in transit (TLS 1.3)
- Call recordings are stored with client-side encryption keys
- SOC 2 Type II compliant infrastructure
- Regular penetration testing and security audits
- Role-based access controls and audit logging
- Data centers located in US-East, US-West, EU-West, and AP-Southeast regions
While we strive to protect your information, no method of transmission over the Internet is 100% secure.
6. Your Rights
Depending on your location, you may have the following rights:
- Access: Request a copy of the personal data we hold about you
- Rectification: Request correction of inaccurate personal data
- Erasure: Request deletion of your personal data
- Portability: Request your data in a machine-readable format
- Restriction: Request we limit processing of your personal data
- Objection: Object to processing based on legitimate interests
- Withdrawal: Withdraw consent at any time where processing is based on consent
To exercise any of these rights, contact us at privacy@callcenter.ai. We will respond within 30 days.
7. International Data Transfers
Your information may be transferred to and processed in countries other than the country in which you reside. We ensure appropriate safeguards are in place, including:
- Standard Contractual Clauses (SCCs) approved by the European Commission
- Data Processing Agreements with all sub-processors
- Compliance with the EU-US Data Privacy Framework
For EU/EEA residents, our legal basis for processing includes: contract performance, legitimate interests, consent, and legal obligations.
8. Children's Privacy
Our Service is not directed to individuals under the age of 16. We do not knowingly collect personal information from children. If you become aware that a child has provided us with personal data, please contact us at privacy@callcenter.ai and we will take steps to delete such information.
9. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by posting the new policy on this page and updating the "Last Updated" date. We encourage you to review this Privacy Policy periodically for any changes.
10. Contact Us
If you have any questions about this Privacy Policy, please contact us:
- Email: privacy@callcenter.ai
- Address: CallCenter AI, Inc., 548 Market St, Suite 72, San Francisco, CA 94104
- DPO: dpo@callcenter.ai