Industries

  • Information and Communications Technology
  • Cloud Computing
  • SaaS Providers
  • Information and Communications Technology
  • Cloud Computing
  • SaaS Providers
  • Information and Communications Technology
  • Telecommunications
  • Telecommunications Services

Participation

Swiss-U.S. Privacy Shield Framework: Active

Original Certification Date: 9/14/2017
Next Certification Due Date: 10/22/2022
Data Collected: HR, NON-HR

EU-U.S. Privacy Shield Framework: Active

Original Certification Date: 9/7/2016
Next Certification Due Date: 10/22/2022
Data Collected: HR, NON-HR

Purpose of Data Collection

Talkdesk collect personal information during the use of the Talkdesk service and according to an agremen with customer. While Talkdesk collects some standard information, as described below, in many cases (such as call recordings), Talkdesk does not control or monitor the type of personal information collected. To provide some type of additional services, Talkdesk may also infer some information that may be considered personal information as may be related to specific persons. Talkdesk restricts the collection of the information to the minimum amount required to provide its services and it will be processed according to the purposes for which it was collected. The information that is collected in standard format is: Contact: Name, phone number and email; Agent: Name, e-mail and associated phone number. May also include characteristics of the agent such as gender; Interactions: Call metadata such as a contact phone number, agent phone number, date, time and duration of call and call context. Information that is collected in an unstructured format is: Call recordings and voicemails Free-text fields Information that can be inferred: Agents: Talkdesk may collect (if available from customer) demographic information (e.g. age, gender, etc…), psychographics (e.g. talks fast, aggressive), performance (e.g. agent NPS score) and metadata ( e.g. how long agent has been with contact center). Human Resource - Management of Employees, recruitment, training, performance management, leaves. Sales and Customer Management - B2B contacts for customers and leads. Talkdesk Academy - Persons contacts that enrolled in Talkdesk Academy.

Privacy Policy

HR Data

Employees Privacy Policy
Description:

This Policy describes how Talkdesk collects and uses personal information about the Talkdesk Personnel during and after the working relationship. It applies to current and former Talkdesk Personnel and covers the Processing of Talkdesk Personnel Personal Data, in connection with the employment (or similar) relations. This Policy aims at informing Data Subjects.

Effective Date: 5/10/2021
Employees Privacy Policy
Description:

This Policy describes how Talkdesk collects and uses personal information about the Talkdesk Personnel during and after the working relationship. It applies to current and former Talkdesk Personnel and covers the Processing of Talkdesk Personnel Personal Data, in connection with the employment (or similar) relations. This Policy aims at informing Data Subjects.

Effective Date: 5/10/2021
Employees Privacy Policy
Description:

This Policy describes how Talkdesk collects and uses personal information about the Talkdesk Personnel during and after the working relationship. It applies to current and former Talkdesk Personnel and covers the Processing of Talkdesk Personnel Personal Data, in connection with the employment (or similar) relations. This Policy aims at informing Data Subjects.

Effective Date: 5/10/2021

HR and Non-HR Data

Description:

This privacy notice covers Talkdesk as Controller and Processor. This notice covers the same topics from both perspectives.

Effective Date: 5/11/2021

Verification Method

Self-Assessment

Dispute Resolution

Questions or Complaints?

If you have a question or complaint regarding the covered data, please contact Talkdesk Inc. at:

Edgar Pimenta
Information Security VP
Talkdesk Inc.
San Francisco
388 Market Street, Suite 1300
SAN FRANCISCO, California 94111

Privacy Shield organizations must respond within 45 days of receiving a complaint.

If you have not received a timely or satisfactory response from Talkdesk Inc. to your question or complaint, please contact the independent recourse mechanism listed below


NON-HR RECOURSE MECHANISM



Appropriate statutory body with jurisdiction to investigate any claims against Talkdesk Inc. regarding possible unfair or deceptive practices and violations of laws or regulations covering privacy Federal Trade Commission