This Privacy Policy explains how AgentTalkIQ ("AgentTalkIQ," "we," "us," or "our") collects, uses and protects information when you visit our website, use the AgentTalkIQ platform, or when a business that uses AgentTalkIQ sends us recordings of its calls.
AgentTalkIQ is a business-to-business conversation intelligence service. Organizations ("Customers") use it to transcribe, review and analyze recorded calls so they can coach their teams.
Who this policy covers
- Website visitors who browse our site or request a walkthrough.
- Users — people a Customer authorizes to sign in to the platform, such as administrators, managers and agents.
- People on recorded calls — callers, prospects, clients and agents whose conversations a Customer provides to us for analysis.
Our role for call data
When a Customer provides call recordings and related records ("Customer Call Data"), we process that data on the Customer's behalf and under the Customer's instructions. The Customer decides which calls are recorded and submitted, and why. For that data we act as a service provider (sometimes called a processor), and the Customer is responsible for giving any notices and obtaining any consents that the law requires to record calls and have them analyzed, including in states that require the consent of every party to a call.
If you were on a call with a business that uses AgentTalkIQ and have a question about that call, please contact that business directly. We will help our Customer respond to your request.
Information we collect
Information you give us on our website
When you request a walkthrough we collect the details you enter: your name, work email, company, job title, phone number, team size and message.
Account information
For Users we collect name, email address, organization, role, sign-in activity and settings. Customers may also provide agent names, team assignments and similar roster information.
Customer Call Data
Depending on the call sources a Customer connects, this can include call audio, transcripts generated from that audio, phone numbers, call dates, times and durations, agent and campaign identifiers, call outcomes and dispositions, and related lead or customer-relationship records the Customer chooses to share through an integration. Calls may contain any information the people on them say aloud.
Information collected automatically
Our servers record standard technical information such as IP address, browser type, pages requested and timestamps. We use this to operate, secure and troubleshoot the service.
How we use information
- To provide the service: transcribing calls, analyzing conversations, producing scores, summaries and coaching insights, and showing results to authorized Users.
- To respond to walkthrough requests and support questions.
- To secure the service, prevent misuse and keep audit records.
- To maintain and improve the reliability and quality of the service.
- To meet legal obligations and enforce our agreements.
We do not sell personal information, and we do not share it for targeted advertising.
How AI is used
Transcription and conversation analysis run on computing infrastructure that we operate. We do not send call recordings or transcripts to third-party AI providers. We do not use one Customer's call data to train models used for other Customers.
Automated analysis can be incomplete or wrong. Results are meant to support human review and coaching, not to replace it.
How we share information
We share information only as needed to run the service:
- Service providers that help us operate, such as network and hosting providers (including Cloudflare), email delivery (Mailgun) and, when a Customer uses our telephony features, telephony providers (Twilio). They may use the information only to provide their services to us.
- Integrations a Customer enables, such as call platforms and customer-relationship systems, to exchange the data that integration requires.
- Within the Customer's organization, to Users the Customer authorizes.
- For legal reasons, when we believe disclosure is required by law, legal process, or to protect the rights, property or safety of our Customers, users or others.
- In a business transfer, such as a merger or acquisition, subject to this policy.
Cookies and similar technologies
We use only cookies and browser storage that the site and platform need to work:
- Session and sign-in cookies that keep you signed in and protect your account.
- A language preference cookie.
- Browser storage that remembers display choices such as light or dark theme.
We do not use advertising cookies or third-party analytics trackers.
How long we keep information
We keep Customer Call Data and account information for as long as the Customer's account is active, or as the Customer instructs. When a Customer's agreement ends, or when a Customer asks us to delete data, we delete it within a reasonable period, except where we must keep it to meet legal obligations, resolve disputes or enforce our agreements. Walkthrough requests are kept as long as needed to respond and follow up. Server logs are kept for a limited period for security and troubleshooting.
How we protect information
We use administrative, technical and physical safeguards appropriate to the information we handle, including encrypted connections, role-based access controls, organization-level separation of data and audit logging. No system is perfectly secure, but we work to protect the information entrusted to us.
Your choices and rights
Website visitors and Users may ask us to access, correct or delete their personal information, and Users can update much of their account information in the platform. Depending on where you live, you may have additional rights under applicable privacy laws. We will not discriminate against you for exercising them.
For Customer Call Data, requests are handled through the Customer that provided it, as described above.
Children
AgentTalkIQ is a business service and is not directed to children. We do not knowingly collect personal information from children through our website or platform.
Where information is processed
We operate in, and process information in, the United States.
Changes to this policy
We may update this policy from time to time. When we do, we will change the "Last updated" date above, and for material changes we will provide additional notice to Customers.
Contact us
To ask a question about this policy or make a privacy request, use the contact form on our home page and mention "privacy" in your message.