1. Introduction
Connect Infinity, developed by Waterflow Technology, is a cloud-based customer support "Application" that provides call center functionalities, ticketing systems, CRM integration, omnichannel connectivity, and AI chatbot services. This privacy policy explains how we collect, use, protect, and handle your information when you use our service through the Microsoft Azure Marketplace.
2. Information We Collect
2.1 Customer Information
- Contact information (name, phone numbers, email addresses)
- Communication records and histories
- Call recordings and transcripts
- Ticket information and issue details
- Customer interaction data across various channels (phone, email)
2.2 Usage Information
- Call duration and timestamps
- Agent performance metrics
- Ticket resolution times
- System access logs
- Analytics and reporting data
3. How We Use Your Information
We use the collected information to:
- Provide and maintain our customer support services
- Process and manage support tickets
- Enable omnichannel communication
- Generate analytics and performance reports
- Improve our services and customer experience
- Maintain call and interaction records for quality assurance
- Facilitate CRM integration and contact management
4. Data Storage and Security
4.1 Data Storage
- All data is stored securely on Microsoft Azure Cloud infrastructure
- Customer data is segregated and maintained with appropriate access controls
- Backup and recovery systems are in place to ensure data availability
4.2 Security Measures
- Industry-standard encryption for data in transit and at rest
- Secure access controls and authentication mechanisms
- Regular security audits and updates
- Compliance with Microsoft Azure security standards and best practices
5. Data Sharing and Disclosure
We may share your information with:
- Authorized agents and employees who need access to provide support services
- Third-party service providers necessary for service delivery
- Legal authorities when required by law
- Microsoft Azure services necessary for platform operation
6. User Rights and Controls
Customers have the right to:
- Access their stored information
- Request corrections to their data
- Export their data in a standard format
- Delete their account and associated data
- Opt-out of non-essential data collection
- Manage communication preferences
7. Data Retention
- Call recordings and interaction logs are retained according to industry standards and legal requirements
- Ticket information is maintained for service continuity and quality improvement
- Customer data is retained as long as necessary to provide services and comply with legal obligations
8. AI and Automated Processing
Our "Application" uses AI technology for:
- Call routing and management
- Automated ticket creation and management
9. International Data Transfer
Data may be transferred and processed in countries where Microsoft Azure operates. We ensure appropriate safeguards are in place for international data transfers in compliance with applicable laws and regulations.
10. Changes to Privacy Policy
We reserve the right to update this privacy policy at any time. Users will be notified of any material changes through our "Application" or via email.
11. Contact Information
For privacy-related questions or concerns, please contact:
12. Compliance with Azure Marketplace Requirements
This privacy policy complies with Microsoft Azure Marketplace requirements and applicable data protection regulations. Our "Application" is operated in accordance withMicrosoft's Cloud Privacy Requirements and Security Standards.