February 12, 2020
The 5-Point Customer Experience Health Check for Contact Centers
The 5-Point Customer Experience Health Check for Contact Centers Often…
Effective Date 5-21-2018
By visiting the Site, you agree that your personal information will be handled as described in this Policy. Your use of our Site, and any dispute over privacy, is subject to this Policy and our Terms of Service, including its applicable limitations on damages and the resolution of disputes. The Pindrop Terms of Service are incorporated by reference into this Policy.
We collect information about you directly from you and from third parties, as well as automatically through your use of our Site or our customers’ use of our products.
Information We Collect Directly From You. We collect information from you when you request information from us, such as reports or whitepapers, when you submit an employment application, or when you otherwise contact us. The type of information that we collect varies based on your interaction with us and may include: your name, email address, phone number, job title, and information about your company.
Information We Collect Automatically. We automatically collect the following information about your use of our Site through cookies, web beacons, and other technologies: your domain name; your browser type and operating system; web pages you view; links you click; your IP address; the length of time you visit our Site and or use our Services; and the referring URL, or the webpage that led you to our Site. We may combine this information with other information that we have collected about you, including, where applicable, your user name, name, and other personal information. Please see the section “Cookies and Other Tracking Mechanisms” below for more information.
We use your information, including your personal information, for the following purposes:
To provide our services to you, to communicate with you about your use of our services, to respond to your inquiries, and for other customer service purposes. To tailor the content and information that we may send or display to you, and personalized help and instructions, and to otherwise personalize your experiences while using the Site.
For marketing and promotional purposes. For example, we may use your information, such as your email address, to send you news and newsletters, special offers, and promotions, or to otherwise contact you about products or information we think may interest you. We also may use the information that we learn about you to assist us in advertising our services on third party websites and in other forums. To better understand how users access and use our Site, both on an aggregated and individualized basis, in order to improve our Site and respond to user desires and preferences, and for other research and analytical purposes. To comply with applicable legal obligations, including responding to a subpoena or court order.
We may share your information, including personal information, as follows:
Affiliates. We may disclose the information we collect from you to our affiliates or subsidiaries; however, if we do so, their use and disclosure of your personal information will be subject to this Policy.
Service Providers. We disclose the information we collect from you to third party vendors, service providers, contractors or agents who perform functions on our behalf.
We may also share information in the following circumstances:
Business Transfers. If we are acquired by or merged with another company, if some or all of our assets are transferred to another company, or as part of a bankruptcy proceeding, we may transfer the information we have collected about you to the other company.
In Response to Legal Process. We may disclose the information we collect from you in order to comply with the law, a judicial proceeding, court order, or other legal process, such as in response to a court order or a subpoena.
Aggregate and De-Identified Information. We may share aggregate or de-identified information about users with third parties for marketing, advertising, research or similar purposes.
Cookies. Cookies are alphanumeric identifiers that we transfer to your computer’s hard drive through your web browser for record-keeping purposes. Some cookies allow us to make it easier for you to navigate our Site, while others are used to allow us to track your activities at our Site. There are two types of cookies: session and persistent cookies.
Session Cookies. Session cookies exist only during an online session. They disappear from your computer when you close your browser or turn off your computer. We use session cookies to allow our systems to uniquely identify you during a session. This allows us to process your online transactions and requests and verify your identity, after you have logged in, as you move through our Site.
Persistent Cookies. Persistent cookies remain on your computer after you have closed your browser or turned off your computer. We use persistent cookies to track aggregate and statistical information about user activity, and to display advertising both on third-party sites.
Disabling Cookies. Most web browsers automatically accept cookies, but if you prefer, you can edit your browser options to block them in the future. The Help portion of the toolbar on most browsers will tell you how to prevent your computer from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. Visitors to our Site who disable cookies will be able to browse certain areas of the Site, but some features may not function.
Local Storage Objects. We may use Flash Local Storage Objects (“Flash LSOs”) to store your Site preferences and to personalize your visit. Flash LSOs are different from browser cookies because of the amount and type of data stored. Typically, you cannot control, delete, or disable the acceptance of Flash LSOs through your web browser. For more information on Flash LSOs, or to learn how to manage your settings for Flash LSOs, go to the Adobe Flash Player Help Page, choose “Global Storage Settings Panel” and follow the instructions. To see the Flash LSOs currently on your computer, choose “Website Storage Settings Panel” and follow the instructions to review and, if you choose, to delete any specific Flash LSO.
Clear GIFs, pixel tags and other technologies. Clear GIFs are tiny graphics with a unique identifier, similar in function to cookies. In contrast to cookies, which are stored on your computer’s hard drive, clear GIFs are embedded invisibly on web pages. We may use clear GIFs (a.k.a. web beacons, web bugs or pixel tags), in connection with our Site to, among other things, track the activities of Site visitors, help us manage content, and compile statistics about Site usage. We and our third party service providers also use clear GIFs in HTML emails to our customers, to help us track email response rates, identify when our emails are viewed, and track whether our emails are forwarded.
Do-Not-Track. Currently, our systems do not recognize browser “do-not-track” requests. You may, however, disable certain tracking as discussed in this section (e.g., by disabling cookies); you also may opt-out of targeted advertising by following the instructions in the Third Party Ad Network section.
Users in the United States may opt out of many third-party ad networks. For example, you may go to the Digital Advertising Alliance (“DAA”) Consumer Choice Page for information about opting out of interest-based advertising and their choices regarding having information used by DAA companies. You may also go to the Network Advertising Initiative (“NAI”) Consumer Opt-Out Page for information about opting out of interest-based advertising and their choices regarding having information used by NAI members.
Opting out from one or more companies listed on the DAA Consumer Choice Page or the NAI Consumer Opt-Out Page will opt you out from those companies’ delivery of interest-based content or ads to you, but it does not mean you will no longer receive any advertising through our Site or on other websites. You may continue to receive advertisements, for example, based on the particular website that you are viewing (i.e., contextually based ads). Also, if your browsers are configured to reject cookies when you opt out on the DAA or NAI websites, your opt out may not be effective. Additional information is available on the DAA’s website at www.aboutads.info or the NAI’s website at www.networkadvertising.org.
Our Site may contain links to third-party websites. Any access to and use of such linked websites is not governed by this Policy, but instead is governed by the privacy policies of those third party websites. We are not responsible for the information practices of such third party websites.
We have implemented commercially reasonable precautions to protect the information we collect from loss, misuse, and unauthorized access, disclosure, alteration, and destruction. Please be aware that no data security measures can guarantee 100% security.
You should take steps to protect against unauthorized access to your password, phone, and computer by, among other things, signing off after using a shared computer, choosing a robust password that nobody else knows or can easily guess, and keeping your log-in and password private. We are not responsible for any lost, stolen, or compromised passwords or for any activity on your account via unauthorized password activity.
We may send periodic promotional or informational emails to you. You may opt-out of promotional emails by following the opt-out instructions contained in the email. Please note that it may take up to 10 business days for us to process opt-out requests. If you opt-out of receiving promotional emails about recommendations or other information we think may interest you, we may still send you emails about your account or any services you have requested or received from us.
Pindrop provides call center authentication and antifraud products and services. When you call a Pindrop customer that uses our Phoneprinting technology, our technology enables the customer to automatically collect certain information from the call for caller authentication, antifraud, analytics purposes, and other uses. Pindrop‘s technology will automatically collect information about the type of phone the caller is using (the device type), the caller’s phone number through automatic number identification, the caller’s geographic location, the network used to make the call and how the call was routed, background noises from the call (to help identify potential fraud), and, if enabled, biometric information about the caller’s voice.
Pindrop will use the information that it collects on behalf of its customers to provide its services to its customers and as directed by the customers. Pindrop may retain certain information that it collects on behalf of the customers for its own use, as permitted by our customers and applicable law. For example, Pindrop may use the information for research and analytics purposes, product improvement, and for other purposes. Pindrop also may disclose information that it collects, including the ANI, to third parties, including law enforcement and other interested persons, if required by law or if it believes that it is appropriate to do so to protect its rights and interests or the rights and interests of third parties.
If you apply for employment with Pindrop through our website, we collect your name, contact information, and your resume or CV; as part of your application, you may also provide us with information such as your LinkedIn profile URL, your personal website’s URL, and to help us comply with U.S. employment law, information about your gender and race, veteran status, and any disabilities you may have. We use this information to consider your candidacy for employment with us and as permitted or required by law.
Effective Date: May 25, 2018
Pindrop (“Pindrop,” “We,” “Us”) believes it is important that you understand how Pindrop collects, stores, shares and uses information from and about our website visitors, customers and vendors. We adhere to this notice listed on this website [www.pindrop.com] (“Website“), in respect of our collection, use and disclosure of personal and non-personal data collected through the Website or in the course of our business activities conducted elsewhere when we act as the controller of that data and when its processing is governed by the EU General Data Protection Regulation (GDPR). This notice does not apply to the information we collect and process in connection with our Consortium service. This notice does not apply to the information collected, stored, shared, or distributed by third-party sites. This notice may be updated from time to time.
Information We Collect Automatically
When you visit our Website, our server automatically collects certain browser or device generated information, which may in some cases constitute personal data, including but not limited to:
We do not use this automatically collected information to try to identify you by name, and we do not associate it with the information you provide voluntarily, as detailed below.
Information You Provide
In order to access or use certain portions of the Website or enjoy the full functionality of the Website, or otherwise in conducting business with us or seeking to conduct business with us, you may be prompted to provide certain personal data to us in the following ways:
Typically, the personal data you give us may include name, business affiliation, business address, telephone number, and email address, and any personal details required to resolve any enquiries or complaints. Where you are applying for a job, work placement or internship, you will be asked to provide certain additional information, for example about your education, employment history and right to work, pursuant to a specific privacy notice for job candidates.
This information is required to enter into a contract with you (such as in anticipation of an employment contract or a services agreement) or provide services at your request, and failure to provide any information may result in our inability to provide requested services or products, or consider your application for employment.
We may also obtain personal data about you from third parties, including publicly accessible sources.
Use of personal data
The following is an overview of our purposes for using your personal data. Additional details on how we process your personal data may be provided to you in a separate notice or contract.
All processing (i.e. use) of your personal data is justified by a “condition” for processing. In addition, processing of sensitive personal data (such as racial information provided for a recruitment application) is always specifically justified. In the majority of cases, processing will be justified on the basis that:
We use the personal data we collect to:
Pindrop will not sell or rent your personal data to third parties.
Disclosure of personal data
From time to time it will be necessary to share your personal data with our affiliated businesses. Pindrop may appoint third party service providers (who will operate under our instructions) to assist us in providing information, products or services to you, in conducting and managing our business, or in managing and improving our products, services or the Website. Pindrop may share your personal data with these affiliates and third parties to perform services that the third parties have been engaged by Pindrop to perform on Pindrop’s behalf, subject to appropriate contractual restrictions and security measures, or if we believe it is reasonably necessary to prevent harm or loss, or it believes that the disclosure will further an investigation of suspected or actual illegal activities.
Pindrop reserves the right to share any information that you provide which is not deemed personal data or is not otherwise subject to contractual restrictions.
If your personal data is transferred outside the EU to other Pindrop group companies or to third party service providers, we will take steps to ensure that your personal data receives the same level of protection as if it remained within the EU, including by entering into data transfer agreements, using the European Commission approved Standard Contractual Clauses, or by relying on certification schemes such as the EU – US Privacy Shield. For transfers to Pindrop in the US, we rely on European Commission approved Standard Contractual Clauses, which protect personal data transferred between Pindrop entities. You have a right to obtain details of the mechanism under which your personal data is transferred outside of the EU by contacting [email protected]
We may share your personal data with third parties in connection with potential or actual sale of our company or any of our assets, or those of any affiliated company, in which case personal data held by us about our users may be one of the transferred assets.
The Website is not for use by children under the age of 16 years and Pindrop does not knowingly collect, store, share or use the personal data of children under 16 years. If you are under the age of 16 years, please do not provide any personal data, even if prompted by the Website to do so. If you are under the age of 16 years and you have provided personal data, please ask your parent(s) or guardian(s) to notify Pindrop and Pindrop will delete all such personal data.
Marketing [SMS & emails]
Where lawful to do so, and subject to your consent where required, we may communicate with you by SMS and email to tell you about our products and services. If you wish to opt-out of receiving marketing communications, please use the ‘unsubscribe’ link provided in our emails or text the STOP number in our SMS, or otherwise contact us directly and we will stop sending you communications.
Pindrop aims to safeguard and protect your personal data from unauthorized access, improper use or disclosure, unauthorized modification or unlawful destruction or accidental loss, and Pindrop utilizes and maintains certain reasonable processes, systems, and technologies to do so. However, you acknowledge that no transmission over the Internet is completely secure or error-free, and that these processes, systems, and technologies utilized and maintained by Pindrop are subject to compromise. Accordingly, we cannot be held responsible for unauthorized or unintended access that is beyond our control.
Retention of your personal data
We apply a general rule of keeping personal data only for as long as required to fulfill the purposes for which it was collected. However, in some circumstances we may retain personal data for other periods of time, for instance where we are required to do so in accordance with legal, tax and accounting requirements, or if required to do so by a legal process, legal authority, or other governmental entity having authority to make the request, for so long as required.
In specific circumstances we may also retain your personal data for longer periods of time corresponding to a statute of limitation so that we have an accurate record of your dealings with us in the event of any complaints or challenges.
The Website may contain links to third party sites. Since Pindrop does not control nor is responsible for the privacy practices of those websites, we encourage you to review the privacy policies of these third-party sites. This notice applies solely to personal data collected by our Websites or in the course of our business activities.
We will take steps in accordance with applicable legislation to keep your personal data accurate, complete and up-to-date. You are entitled to have any inadequate, incomplete or incorrect personal data corrected (that is, rectified).
You also have the right to request access to your personal data as well as additional information about the processing.
In the event your personal data is processed on the basis of your consent, you have the right to withdraw consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal.
Further, you are entitled to object to the processing of your personal data and to have your personal data erased, under certain circumstances.
As from May 25, 2018, you also have the following additional rights:
Where your personal data is subject to restriction we will only process it with your consent or for the establishment, exercise or defence of legal claims.
Please contact Us as indicated in Contact Information if you wish to exercise any of your rights, or if you have any enquiries or complaints regarding the processing of your personal data.
Changes to this Notice
Any changes or updates we may make to this Notice will be posted on this page in advance. If we have your email on file, as described in the Marketing Section, we will notify you in advance of any changes to this Notice that are material or may impact you. For other changes, please check back frequently to see any updates or changes to this Notice.
If you have any questions in relation to this notice or you wish to exercise any of your rights, please contact us at: [email protected]
This Policy is current as of the Effective Date set forth above. We may change this Policy from time to time, so please be sure to check back periodically. We will post any changes to this Policy on our Site. If we make any changes to this Policy that materially affect our practices with regard to the personal information we have previously collected from you, we will endeavor to provide you with notice in advance of such change by highlighting the change on our Site.