Privacy Policy
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This policy explains how VoxiScore handles personal data: yours as a user, and the call data our customers entrust to us.
1. Who we are
VoxiScore is offered by VoxiNow LLC, 30 N Gould St, STE R, Sheridan, WY 82801, USA ("VoxiScore", "we"). This policy explains what personal data we handle when you visit our website or use the VoxiScore app, why, and the choices you have.
2. Our two roles
- For the call recordings, transcripts and scores that an organization puts in VoxiScore, that organization (our customer) is the controller and we are its processor. We handle that data only on the customer’s instructions, under our terms and, where signed, our Data Processing Agreement, which is available on request. If you were on a call that a customer reviews with VoxiScore, please contact that organization first: it decides what is recorded and how long it is kept.
- For the account, billing contact and website data described below, we are the controller.
3. What we collect
- Account data: your name, work email address, password (stored only as a hash), role, preferred language, and when you accepted our terms. If you sign in with Google or Microsoft, we receive your name and email address from them.
- Customer content, as a processor: call audio and video files uploaded or imported by your organization, their transcripts, the scores and comments produced for them, agent names, and the rubrics and company context your organization sets up.
- Billing data: the billing contact, plan and invoice details. Card and payment details are collected by Paddle, our merchant of record, and never reach us.
- Usage and technical data: sign-in sessions, actions recorded in your workspace’s audit log, and error reports. Error reports carry ids, not call content.
- Messages you send us, such as support requests or demo bookings.
4. How we use it
- To provide the service: sign you in, transcribe and score your organization’s calls, show results, send the emails the app needs (invitations, sign-in links, credit and billing notices), and give support.
- To keep VoxiScore secure: detect abuse, investigate errors, and keep audit records.
- To bill: manage plans, credit and invoices together with Paddle.
- To improve VoxiScore using anonymous, aggregated usage data that identifies neither an organization nor a person.
- We do not sell personal data, we do not use it for advertising, and we do not use customer content to train AI models.
5. Legal basis
Where the law asks for one, we rely on the contract with our customer to provide the service, on our legitimate interest in keeping it secure and improving it, on legal obligations for billing and tax records, and on consent where we ask for it.
6. Automated processing
VoxiScore uses speech-to-text and AI models to transcribe calls and score them against the criteria the customer sets. Before a transcript is sent for scoring, card numbers and other sensitive details are redacted where the customer has turned redaction on. Scores can be wrong. They are meant to help human reviewers, and our terms ask customers not to base decisions about an employee on a score that no person has checked.
7. Who we share it with
- Subprocessors that host, transcribe, score and email for us. Each one is bound by a data processing agreement, and all of them are on our subprocessor list, with what they receive and where.
- Paddle, which sells our plans and credit as merchant of record and handles payment data under its own privacy policy.
- Services your organization connects, such as Google or Microsoft sign-in, single sign-on, Slack, webhooks or the API. Data goes there only because your organization set it up.
- Authorities, when the law requires it. We push back on requests that are not lawful, and tell the customer where we are allowed to.
8. International transfers
Our subprocessors process data mainly in the United States. Where data leaves your country, we rely on the safeguards the law provides, such as the providers’ data processing agreements and standard contractual clauses.
9. How long we keep it
- Call audio: your organization chooses how long it is kept, up to the limit of its plan, and can choose not to keep it at all. Audio used only for processing is deleted when processing ends, and within 2 days at the latest.
- Uploaded video: we keep only the audio track. The video file is deleted once the audio is extracted, and most browsers extract it before upload, so the video never reaches us.
- Transcripts, scores and account data: while the workspace exists. When a workspace is closed, we delete its content, except what the law requires us to keep.
- Audit records: at least one year. Billing and tax records: as long as the law requires.
10. Security
Data is encrypted in transit and at rest. Each organization’s data is kept separate from every other organization’s, both in the app and in the database. Our staff access customer data only when they need to, to run and support the service.
11. Your rights
- Depending on where you live, you may ask to access, correct, delete or receive a copy of your personal data, or object to or restrict how we use it. To do so, write to hello@voxiscore.com.
- If your data is in a customer’s workspace, such as a call you took part in, we will pass your request to that customer, who decides on it.
- You may also complain to your data protection authority, such as your state attorney general or privacy agency.
13. Children
VoxiScore is a business service and is not meant for anyone under 18.
14. Changes and contact
- If we change this policy in a way that matters, we email workspace admins before the change takes effect, and update the date at the top.
- Questions about privacy? Write to hello@voxiscore.com.