Last Updated: May 2018
Your use of the Services will result in the collection and processing of a variety of information. This may include voice recordings, emails, chat transcripts and other records of your contacts in addition to information about your employees. More detail about the information collected is contained in your service contract.
Your use of the Services is inContact’s legal basis to process the information in accordance with the Services’ capabilities and features. You must not use the Services on information that you do not have a legal basis to process.
USE OF INFORMATION
We will process the information you provide through the Services for the following purposes in addition to those outlined for the individual services in your service contract:
- To provide the Services and to enable you to use them;
- To process the information you provide as directed by you;
- To improve and expand the Services, including to create new services which correspond to the requirements and expectations of the users of the Services and to modify or cancel existing Services and content. The information used for this purpose will not identify you personally;
- To improve and customize your experience and other users’ experience with the Services;
- To contact you as and when inContact believes it to be necessary for technical, administrative or security reasons;
- To analyze and provide statistical information to third parties. This information will not identify you personally;
- For the orderly and proper operation and development of the Services; or
TRANSFER OF INFORMATION TO THIRD PARTIES
- As required to provide the Services and enable you to use the Services and disclosed to you;
- If inContact reasonably believes that it is required by law to share or disclose your information in order to prevent, investigate, or take action regarding illegal activities. In addition, to establish or exercise our legal rights or defend against legal claims;
- As permitted or required by, or in response to lawful requests by applicable local law enforcement agencies or regulatory agencies, or agencies with responsibility to oversee and enforce national security;
- In any case of dispute, or legal proceeding of any kind between you and inContact, or between you and other users or third parties with respect to, or in relation with the Services;
- In any case where inContact may reasonably believe that sharing information is necessary to prevent serious damage to your person or property or to the person or property of any third party;
- inContact may share information with companies or organizations connected to or affiliated with inContact, such as subsidiaries, sister-companies, parent companies and service providers such as an email service provider to send you emails on our behalf, with the express provision that their use of such information must comply with this policy; or
- inContact is also entitled to transfer or share anonymous, statistic or aggregative information with companies or organizations connected to inContact, and with suppliers, business partners, advertisers, and every third party, according to inContact’s absolute discretion; however, inContact will not disclose your identity to them, knowingly or deliberately, without receiving your consent.
CHILDREN'S ONLINE PRIVACY INFORMATION
inContact does not knowingly collect information from minors who are under the age of 16 through the Services. If a parent or guardian becomes aware that his or her child has provided us with information without his/her consent, then he or she should contact inContact at the information described below. If we become aware that a child under the age of 16 has provided us with information, we will delete such information to the extent possible. Further, the Children’s Online Privacy Protection Act (“COPPA”) requires parental consent for collection of data from children younger than the age of 13 years old. For tips on protecting children’s privacy online, generally, please view the U.S. Federal Trade Commission (“FTC”) website at COPPA.
CUSTOMER PROPRIETARY NETWORK INFORMATION NOTICE
By way of clarification, CPNI comprises of: (i) information about the quantity, technical configuration, type, destination, location, and extent to which you use our communication-related services; and (ii) information contained on your telephone bill concerning the services you receive. That information, when matched to your name, address, and telephone number, is known as CPNI. Examples of CPNI include information typically available from telephone-related details on your monthly bill, technical information, type of service, current telephone charges, long distance and local service billing records, directory assistance charges, usage data, and calling patterns. CPNI does not include subscriber list information, aggregate information, or data not specific to a single customer.
You may examine and correct, if necessary, the CPNI-related personally identifiable information regarding you that is collected and maintained by us in our regular business records. In most cases, this information consists solely of billing and account information. We will correct our records if you make a reasonable showing that any such information we have collected about you is inaccurate. If you wish to examine these records, please contact us in writing at the address listed below. Please give us a reasonable period of time to locate and, if necessary, prepare the information for your review. You will only be permitted to examine records that contain personally identifiable information about your account and no other account.
You have the right to restrict our use of your CPNI by sending a request in writing to: inContact, Inc., Kimm Partridge, Assistant Corporate Secretary, 75 West Towne Ridge Parkway, Tower 1, Sandy, UT 84070. If you deny or restrict your approval for inContact to use your CPNI, you will suffer no effect, now or in the future, on the services provided to you other than our ability to provide you with, or otherwise notify you of, the customized offerings and enhanced services described above.
In the event inContact experiences a privacy breach and CPNI is disclosed to unauthorized persons, federal rules require that such breach be reported to law enforcement. Please be aware that we are not permitted by law to inform customers of the CPNI breach until at least seven (7) days after notification has been sent to law enforcement (which period may be extended if law enforcement shall advise us to withhold such information for a longer period of time).
inContact implements data security systems and procedures to secure the information stored on inContact computer servers. Such systems and procedures reduce the risk of security breaches, but they do not provide absolute security. Therefore, inContact cannot guarantee that the Services are immune to unauthorized access to the information stored therein and to other information security risks.
ACCESS TO PERSONAL INFORMATION
If your information changes, or if you no longer desire to use and access our Services, you may correct, update, or delete/deactivate your information by contacting us as defined in your service contract. inContact accepts requests for information where we are an information processor only from the applicable information controller. We will undertake to respond to your request within 30 days of inContact’s receipt thereof. inContact will make reasonable efforts to accommodate your requests.
We will retain your information for as long as required to provide you Services. We will also retain and use your information as necessary to comply with our legal obligations, resolve disputes, and to enforce our agreements.
INQUIRIES OR CONCERNS?
As further explained in the Privacy Shield Principles, a binding arbitration option will also be made available to you in order to address residual complaints not resolved by any other means. We have registered with the United States Council for International Business to cover the operating costs of the EU DPAs’ dispute resolution panel. inContact is subject to the investigatory and enforcement powers of the FTC.