VOXA Public Privacy Notice

Short Notice

When VOXA is enabled, Centrik Tech and the business using VOXA may process live audio, recordings, transcripts, summaries, call metadata, contact details, request details, and related workflow activity so the business can respond to customers and operate its customer workflows.

Do not use VOXA for emergency calls, urgent medical or safety decisions, or any situation where a person could be harmed if VOXA is unavailable, delayed, or incorrect.

Who This Notice Covers

This notice is for:

• customers or callers who interact with a business using VOXA
• business staff who use VOXA
• trial customers evaluating VOXA
• support users who choose to share one call or browser session with Centrik Tech for troubleshooting

The business using VOXA is usually responsible for deciding how it uses VOXA with its own customers. Centrik Tech provides the VOXA platform and may process information for the business and for Centrik Tech's own limited operational, security, billing, support, and legal purposes. The exact legal role may vary by market and applicable agreement.

Information VOXA Processes

VOXA may process:

• live audio from browser Talk Now sessions
• recordings, when recording is enabled
• transcripts, transcript segments, summaries, sentiment/intent labels, and AI-generated notes
• browser session metadata, such as session identifiers, timestamps, duration, routing, consent status, and technical event IDs
• contact information, such as name, phone number, email, company, and communication preferences
• customer-operation records, such as conversations, requests, tasks, calendar events, statuses, assignments, notes, and audit history
• staff account information, permissions, tenant/workspace membership, and usage logs
• troubleshooting data, including technical logs, error reports, latency metrics, and redacted event records

Unless separately agreed in writing, VOXA is not configured for emergency, high-risk, regulated professional, children's, or sensitive/regulated data use during the controlled browser trial.

Live Audio Processing

During a live browser Talk Now session, VOXA may process audio in near real time to:

• transcribe what is said
• understand the current customer request
• decide whether to answer, ask a follow-up question, create or update a generic request, create or update a task, create or update a calendar event, route to staff, or end the session
• generate a spoken or written response
• detect silence, interruption, decline, or failure states

Live audio may pass through speech-to-text, text-to-speech, AI model, infrastructure, monitoring, and support subprocessors needed to provide the service.

Recordings And Transcript Storage

When recording/transcription is enabled, VOXA may store:

• the browser-session recording
• full or partial transcripts
• transcript confidence and timing metadata
• summaries and AI-generated notes
• linked contact, conversation, request, task, and calendar records
• consent and notice evidence
• access, sharing, deletion, and support-review logs

Recordings and transcripts are tenant-scoped. Authorized staff of the business using VOXA may access them according to the tenant's role settings. Centrik Tech staff access is limited to approved support, security, operations, billing, legal, or troubleshooting needs and should be logged.

Purposes

Centrik Tech and the business may process VOXA data for these purposes:

• provide live browser voice and transcription services
• create and update generic customer-operation records, including contacts, conversations, requests, tasks, calendar events, and workflow statuses
• help staff review, respond to, assign, escalate, or complete customer work
• provide transcripts, summaries, and AI assistance
• route sessions, handle declines, and provide fallbacks
• maintain tenant settings, permissions, security, audit logs, usage, credits, and billing
• troubleshoot errors, latency, browser failures, and session quality
• prevent misuse, enforce trial limits, investigate security events, and protect the service
• improve product reliability and usability using data allowed by the agreement and applicable law
• comply with legal obligations and enforce agreements

VOXA does not use a customer's live audio, recordings, or transcripts to train public AI models unless expressly agreed in the applicable agreement.

Latest-100 Retention

During trial/evaluation, the default VOXA retention design is:

• retain the latest 100 recording/transcript items per tenant/workspace unless a shorter retention period is configured or deletion is requested and approved
• automatically rotate, delete, or archive older recording/transcript items according to the approved tenant policy
• retain limited metadata, audit logs, usage records, consent evidence, billing records, and security records for longer where needed for operations, legal obligations, dispute resolution, or security

Customers may request shorter recording/transcript retention during onboarding.

Tenant Access And Staff Permissions

The business using VOXA controls which staff members may access its tenant/workspace data. Staff access should be role-based and limited to the information needed for their work.

Tenant administrators should:

• invite only authorized staff
• remove users who no longer need access
• configure request/workflow permissions
• review who can see recordings and transcripts
• decide whether one-call technical-share grants are allowed
• confirm the customer-facing notice and consent language for each market and browser channel

One-Call Technical-Share Grants

If a tenant user needs Centrik Tech help with a specific call or browser session, the user may grant Centrik Tech access to one call/session for troubleshooting. This is a limited technical-share grant, not blanket tenant access.

The grant should record:

• tenant/workspace
• call/session ID
• requester and approver
• reason for access
• data included, such as recording, transcript, metadata, timeline, and error logs
• expiration time
• revocation status
• Centrik Tech staff who accessed the shared item

Default: one-call technical-share grants expire after 24 hours unless a shorter duration is approved for the tenant.

Subprocessors

VOXA may use subprocessors for:

• cloud infrastructure and storage
• browser voice processing
• speech-to-text, text-to-speech, AI model processing, embeddings, and moderation/safety
• monitoring, logging, analytics, security, incident response, and support
• email, CRM, helpdesk, billing, authentication, and identity services

Trial customers should be told that subprocessors may process data in countries different from the caller's or customer's country.

International Processing

VOXA may process and store information in countries where Centrik Tech, its affiliates, infrastructure providers, or subprocessors operate. Data protection laws in those countries may differ from the laws where the caller, staff member, or trial customer is located.

Security

Centrik Tech uses technical and organizational measures designed to protect VOXA data, including:

• encryption in transit
• encryption at rest for recordings/transcripts and related storage where supported
• tenant isolation
• role-based access controls
• least-privilege staff access
• audit logs for sensitive access and changes
• support-access grants and expiration
• restricted raw recording URLs
• redaction for QA and support reports where practical
• backups, monitoring, and incident response procedures

No service can guarantee absolute security. Internet, browser, provider, device, and human-error risks remain even when safeguards are used.

Deletion, Export, And Retention Requests

Trial customers may request export or deletion of tenant data according to the trial terms, applicable agreement, and legal requirements.

Centrik Tech supports:

• tenant export of contacts, conversations, requests, tasks, calendar events, transcripts, and available metadata
• deletion or rotation of recordings/transcripts according to the latest-100 policy or a shorter configured policy
• deletion requests for specific browser sessions where legally and technically possible
• preservation where required for legal, security, billing, audit, dispute, or abuse-prevention reasons
• deletion confirmation or explanation if deletion cannot be completed

Individual Rights And Contact

Depending on location and applicable law, individuals may have rights to:

• request access to personal information
• request correction
• request deletion/erasure
• withdraw consent where processing depends on consent
• object or restrict certain processing
• request portability
• complain to a regulator

Because VOXA is used by customer businesses, people should usually contact the business they interacted with first. Centrik Tech can assist the business with requests where required by agreement and law.

For privacy questions, contact us through the contact page.

Limits And Exclusions

VOXA is not designed for:

• emergency calling or emergency dispatch
• urgent medical, safety, legal, financial, or high-risk decisions
• unattended decisions that may significantly affect a person without human review where such review is legally required
• collecting children's data or special/regulated data unless separately agreed
• hidden recording, covert monitoring, or unlawful interception
• bypassing browser, communications, marketing, privacy, or consent rules

Change Notice

Centrik Tech may update this notice as the product, law, subprocessors, or data practices change.