Privacy policy.

1. Who we are

Vocametrics is a voice analytics platform operated by Newcom Inc. (“Vocametrics”, “we”, “us”). We are established in the United States. For anything related to this policy or your personal data, write to the address in section 12.

This policy applies to the public website at vocametrics.com and to the Vocametrics platform: the admin, customer, supervisor and agent portals, the API, and the sign-in services that protect them.

2. Two roles: when we decide, and when our customers decide

For this website, for your enquiries and for the accounts that give people access to the platform, Vocametrics decides how personal data is processed (we act as the “controller” or “business”).

For call recordings, transcripts and the analytics produced from them, our customer — the organisation whose calls are analysed — decides. Vocametrics processes that data on the customer’s instructions, under the agreement we have with them (we act as the “processor” or “service provider”). If you are a caller, an agent or an employee of one of our customers and have a question about your data, please contact that organisation first; we will support them in answering you.

3. Data collected on this website

When you use the contact form or book a meeting, we collect what you enter: name, work e-mail address, company, phone number (optional), the subject of your enquiry and your message. Forms and bookings are handled by Zoho on our behalf; we use the details only to answer you and to follow up on your request.

We measure how the website is used with Google Analytics, loaded through Google Tag Manager. This uses cookies and collects your approximate location, device and browser type, the pages you visit and how you arrived. We use it to understand which content is useful; we do not use it to identify you personally. Our web server also keeps standard access logs (IP address, requested page, time, browser) for security and troubleshooting, retained for a limited period.

4. Data processed in the Vocametrics platform

Account data. To give you access to a portal we store your name, work e-mail address, role and permissions, the organisation you belong to, and security information such as the time and IP address of your sign-ins, failed sign-in attempts and password reset requests. Passwords are stored only as salted hashes.

Audit records. Actions taken in the platform — sign-ins, configuration changes, access to sensitive call data — are recorded with the acting user, the time and the origin of the request. These records exist so that our customers can demonstrate who accessed what, and so that we can investigate security incidents.

Call data. Our customers send us call recordings and call metadata (numbers, extensions, timestamps, queue and agent details) from their telephony systems. Vocametrics transcribes the audio, detects hold and music segments, and produces analytics such as sentiment, topics, summaries and compliance scores. Where a customer enables it, the platform also detects personal data spoken on calls (for example card or identity numbers) and redacts it from transcripts. All of this processing runs on infrastructure operated by Vocametrics; we do not send call audio or transcripts to third-party AI services.

5. Signing in with Google or another identity provider

Organisations using Vocametrics can choose to let their users sign in with Google, or with their own identity provider (OpenID Connect). When you sign in that way, the identity provider sends us your verified e-mail address, your name, a stable account identifier, and — for Google Workspace accounts — the domain of your organisation. We use this information for one purpose only: to confirm who you are and to match you to a Vocametrics user account that your organisation created beforehand. We do not create accounts from a Google sign-in, and we do not request access to your e-mail, contacts, files or any other Google data.

We keep the account identifier linked to your Vocametrics user so that later sign-ins can be verified, and we record each sign-in (time, IP address, browser, sign-in method) in the audit log described in section 4. We never share this information with third parties, never use it for advertising, and never transfer it to other applications.

Vocametrics’ use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

6. Why we process personal data

We process personal data:

• to provide the services we have agreed with our customers, and to answer the enquiries you send us;
• to keep the platform secure: authenticating users, preventing abuse, keeping audit trails and investigating incidents;
• to improve this website and our services, based on aggregated usage measurements;
• to comply with legal obligations, and to establish or defend legal claims.

7. Who we share data with

We do not sell personal data, and we do not share it for advertising. We share data only with providers that help us run the website and the platform, under contracts that limit what they may do with it:

• Google — sign-in (when your organisation enables it) and website analytics;
• Zoho — contact forms, meeting scheduling and our support help center;
• Data-center and connectivity providers in the United States that host the infrastructure we operate;
• Telephony and PBX partners, only to the extent our customer has connected them to the platform.

8. Where data is processed

Vocametrics operates its platform from data centers in the United States. If you use the website or the platform from another country, your data will be transferred to and processed in the United States. Where the law of your country requires additional safeguards for such transfers, we put them in place through our agreements with customers and providers.

9. How long we keep data

Enquiries: for as long as needed to handle your request and for a reasonable period afterwards. Website analytics: according to the retention period configured in Google Analytics. Account and audit data: for as long as your organisation keeps its account, and afterwards for the period required to meet legal and security obligations. Call recordings, transcripts and analytics: for the retention period our customer configures; the customer can delete individual calls or its whole data set at any time.

10. How we protect data

Data travels encrypted between your browser and our services, and between our services and our customers’ systems. Credentials and integration secrets are stored encrypted. Access to production systems is restricted to authorised staff and recorded. Access to sensitive call data inside the platform is governed by roles and permissions that each customer controls, and every access to unredacted personal data is logged.

11. Your rights

Depending on where you live, you may have the right to access the personal data we hold about you, to have it corrected or deleted, to restrict or object to its processing, to receive a copy in a portable format, and to withdraw consent where processing is based on it. To exercise these rights, write to us at the address below; we will respond within the period required by the applicable law. If you are not satisfied with our answer, you may lodge a complaint with your data protection authority.

If your request concerns call data processed for one of our customers, we will forward it to that customer or ask you to contact them directly, since they decide how that data is handled.

You can control website analytics cookies through your browser settings or by using Google’s opt-out tools. The portals store a session token in your browser only to keep you signed in; it is strictly necessary and is deleted when you sign out.

12. Contact

Newcom Inc., 3600 Red Rd Ste 602A, Miramar, FL 33025, United States. Vocametrics privacy contact: privacy@vocametrics.com — we reply from the same address. You can also reach us through the contact page of this website.

13. Children

This website and the platform are intended for businesses and their staff. They are not directed at children under 18, and we do not knowingly collect personal data from them.

14. Changes to this policy

We may update this policy when our services or the law change. The effective date at the top of the page shows the current version; substantial changes affecting the platform are also communicated to our customers.