Product End User Privacy Notice

Introduction

At MaxContact we value your privacy, and where we need to hold your data, we do so securely. As standard, we try to collect minimal personal data. We collect only enough information to enable us to provide our services to you.

• As standard, we do not collect personal data.  
• Our Customer, ultimately the contact centre, or you, will likely collect and import additional data into the MaxContact platform.
• Our Customer, the contact centre, or you are the controller of the data. We are the processor.

What Personal Information is used?

• Full name
• Contact numbers (If required to complete implemented solution)
• Email address
• An image of your likeness (If required to complete implemented solution)
• Audio recordings of interactions conducted via our services

How and why is it collected?

We require an email address to send data and reports, and to communicate with you about feature requests. It is your responsibility as an end user to make sure you put the correct address into any admin panels.

Your name will be stored as part of the normal operation of the product, for regulatory tracking as well as management and reporting.

If your solution demands it, your telephone number will also be stored and used to log you in to the product and to route audio.

How is this data used?

Primarily it is used for password resetting & reporting. MaxContact will not use your stored email address for marketing, contact or any other, nor will we sell your data.  

Recordings of interactions conducted via our platforms may be processed to provide our services to you; including speech-to-text services and analytics.

There is no automated decision making conducted using your data. The image of your likeness can also be uploaded to the platform and displayed in next to your name in the BI portal, and potentially on data reports for agents.

We will not use your likeness, image, name or other personal data items for marketing on our website, marketing in general, or any other means.  The name/image is never taken from the end platform and is not accessible by MaxContact for purposes other than those stated in this privacy notice.

How we secure it

Your details are encrypted in transit and at rest. We operate our services out of highly secure datacentres.

Third Party Access

No third party is permitted access to any personal details within the solution provided, unless explicitly permitted by you, such as via an integration.

Anonymised data may be shared with trusted partners for purposes such as quality assurance, research and development, and to improve the accuracy of the products we provide to you.

Cookies

We use first- and third-party cookies for several reasons. Some cookies are required for technical reasons to operate our applications, and we refer to these as “strictly necessary” cookies. Third parties serve cookies through our application for advertising, analytics and other purposes.

Control

You can change your own personal details at any time using the admin portals.

Your legal rights

MaxContact software has UK GDPR compliant controls built in to allow customers to manage their compliancy. Each of the UK GDPR rights and freedoms covered below can be serviced through the administration portals within the product itself.

Request access  

Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

Request correction

This is the correction of personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

Request erasure

This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

Object to processing

You may object to the processing of your personal data in certain circumstances.

Request restriction of processing

This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data’s accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

Data portability

You can request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format.  

Withdraw consent at any time

Where we are relying on consent to process your personal data, you may withdraw that consent at any time. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

‍