Last Updated January 2019

What data we collect and how that information is used

ClearView collects information about contact center agent and queue performance. This information may include, but is not limited to, call durations, abandoned calls, wait times, hold times, sales, customer satisfaction indicators, quality scores, schedule adherence, and other metrics related to contact center performance measurements. ClearView acts as a processor of information on behalf of contracted parties, and where required by law, contracted parties must obtain explicit permission from agents to have their information collected before that information is collected. Any information collected may be used by ClearView to provide employees with performance measures and insights, incentivize performance, and support other functions related to performance management and reporting.

Duration of data storage

The length of time that ClearView stores sensitive data varies based on individual contracted parties’ requirements and data types. Contracted parties may specify how long the data should be stored, but if such parties do not specify a time period, ClearView will retain detail-level data for a period of six months to three years, depending on data size. Aggregate data will be stored no less than three years and may be stored indefinitely, unless otherwise specified by the contracted party or the individual to whom the data belongs. After the specified length of time has elapsed, ClearView will purge the data from its storage and backup systems over a two-month period. General information about the contracted party, including but not limited to sales and marketing contacts and company profiles, may be retained indefinitely. However, this information may be removed at the request of the data controller in jurisdictions where this is required by law.

Right to object to processing

In certain jurisdictions, individuals have the right to refuse to have their data collected and processed. Any individuals who wish to assert this right must do so through the data controller, which in most instances will be the organization that has contracted with ClearView to provide the services. If an individual refuses to have their information processed, ClearView will work with the data controller as needed to fulfill the request.

Right to be forgotten

In certain jurisdictions, individuals have the right to have all personally identifiable information removed at their request. If any individual in such a jurisdiction desires to have their data removed, a request must be sent to the data controller, who will then forward that request to ClearView. The request will be reviewed and acted on within a reasonable timeframe.

Right to see what information has been collected

Upon request and where required by law, ClearView will supply whatever information has been collected about an individual. Requests may be made through the data controller of the contracted parties for whom ClearView processes data. These requests can be made at reasonable intervals at no cost. For frequent requests, an office fee may be issued to compensate for the office personnel time required to fulfill such requests.

Compliance with lawful request by public authorities

ClearView may be required to disclose personal information when lawfully requested by public authorities. These requests may come from national security or law enforcement agencies. ClearView is subject to investigatory and enforcement powers of the Federal Trade Commission (FTC).

Third party data transfer

ClearView may at times transfer information to third parties for processing. These organizations will be held to the same standards set forth in this privacy policy. ClearView may be held liable if these third parties process personal information in a manner inconsistent with the principals of the U.S. Privacy Shield Framework unless ClearView can prove that it is not responsible for the event giving rise to the damage.

Disputes and binding arbitration

In the event that ClearView does not follow the guidelines listed above, individuals may engage an approved third party to arbitrate on their behalf. However, this may be done only after an individual has made a good faith effort to resolve their dispute with ClearView. An approved third party arbitration agency is listed on the last page of this document.*