1. Who we are
CallVelocity ("we," "us," or "our") is an AI-powered call intelligence platform operated by CallVelocity, Inc. Our platform analyzes inbound phone calls to help sales teams and local service businesses identify missed sales opportunities and improve phone conversion rates.
This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our website at callvelocity.ai and our platform services.
2. What we collect
Account information: When you sign up or book a demo, we collect your name, email address, company name, phone number, and billing information.
Usage data: We collect information about how you interact with our platform, including pages visited, features used, and time spent in the application.
Call data: When you connect a phone system to CallVelocity, we receive call recordings, metadata (call duration, timestamps, phone numbers), and generate transcriptions and AI analysis from those recordings.
Technical data: IP addresses, browser type, device identifiers, and cookies used to operate the service.
Communications: If you contact us by email or through our support channels, we retain those communications.
3. How we use your data
We use the data we collect to:
- Provide, operate, and improve the CallVelocity platform
- Analyze call recordings and generate AI-powered insights and scorecards
- Send you reports, notifications, and product updates related to your account
- Respond to support requests and communicate with you about your account
- Process billing and manage your subscription
- Detect and prevent fraud, abuse, or security incidents
- Comply with legal obligations
We do not sell your data. We do not sell, rent, or share your personal information or call data with advertisers or data brokers under any circumstances.
4. Call recordings & transcriptions
CallVelocity's core function involves processing call recordings. Here is how we handle that data:
- Storage: Call recordings and transcriptions are stored encrypted at rest using AES-256 encryption on SOC 2 compliant infrastructure.
- Access: Only you and members of your team (as configured in your account) can access your call recordings and transcriptions. CallVelocity staff may access recordings only to investigate a support issue you have raised, and only with your explicit permission.
- AI processing: Calls are processed by our AI models to generate scores, flags, and insights. This processing is automated. We do not use your call content to train our models without your explicit opt-in consent.
- Deletion: You can delete individual calls or all call data at any time from your account dashboard. Upon account termination, all call data is permanently deleted within 30 days.
- Your legal obligations: You are responsible for complying with applicable call recording consent laws in your jurisdiction (e.g., two-party consent states in the US). CallVelocity does not provide legal advice on recording consent requirements.
5. Who we share data with
We share data only with the following categories of third parties, and only to the extent necessary to operate the service:
- Infrastructure providers: Cloud hosting, storage, and database services (e.g., AWS). These providers are bound by data processing agreements and cannot use your data for their own purposes.
- Payment processors: Stripe processes billing information. CallVelocity does not store raw credit card numbers.
- Phone system integrations: If you connect Twilio, RingCentral, Dialpad, or another phone system, data is exchanged between CallVelocity and that provider as necessary to receive and analyze call recordings.
- CRM integrations: If you enable HubSpot, Salesforce, or other CRM sync, call summaries and scores will be written to that CRM as configured by you.
- Legal requirements: We may disclose data if required by law, court order, or governmental authority.
6. Data retention
We retain your account data for as long as your account is active or as needed to provide services. Call recordings and transcriptions are retained per your account settings (default: 12 months). You may adjust retention periods or delete data at any time in your account settings. Upon account termination, all personal data is deleted within 30 days, except where we are required by law to retain it longer.
7. Security
We implement industry-standard security measures including:
- AES-256 encryption at rest and TLS 1.2+ in transit
- SOC 2 Type II compliance (Enterprise plans)
- Role-based access controls and audit logging
- Regular security assessments and penetration testing
- Single sign-on (SSO) support for Enterprise plans
No method of transmission or storage is 100% secure. If you discover a security vulnerability, please report it to [email protected].
8. Your rights
Depending on your location, you may have rights including:
- Access: Request a copy of the data we hold about you
- Correction: Request that inaccurate data be corrected
- Deletion: Request that we delete your personal data
- Portability: Request your data in a machine-readable format
- Objection: Object to certain uses of your data
To exercise any of these rights, email us at [email protected]. We will respond within 30 days.
9. Cookies
We use cookies and similar technologies to operate our website and platform. Specifically:
- Essential cookies: Required for login sessions and platform functionality
- Analytics cookies: We use privacy-respecting analytics to understand how the site is used (no cross-site tracking)
You can control cookies through your browser settings. Disabling essential cookies will affect platform functionality.
10. Changes to this policy
We may update this Privacy Policy from time to time. We will notify you of material changes by email or by posting a notice on our platform. The "last updated" date at the top of this page reflects the most recent revision. Continued use of the service after changes constitutes acceptance of the updated policy.