Privacy Policy

1. Overview

Call Coach IQ ("we", "us", or "our") is a B2B SaaS platform that helps call centers transcribe, score, and coach agent interactions using AI. This Privacy Policy explains how we collect, use, store, and protect personal data when you or your organization uses our services.

By accessing or using Call Coach IQ you agree to the practices described in this policy. If you are using the platform on behalf of an organization, you represent that you have the authority to bind that organization to these terms.

Customers who require a Data Processing Agreement (DPA) for enterprise procurement or compliance purposes may review our Data Processing Agreement.

2. Data We Collect

Account & user data

When an account is created, we collect name, email address, job role, and company name. This information is used to authenticate users and provide access to the platform.

Call recordings and transcripts

Call audio files are uploaded to Firebase Storage and processed by our AI pipeline (Google Gemini) to produce transcripts, summaries, classifications, and scores. The resulting transcript — with PII automatically redacted before storage — is retained in your account database (Firestore). Audio recordings are retained in Firebase Storage for as long as your account is active and are deleted within 90 days of account cancellation.

Usage and technical data

We collect standard technical data such as IP addresses, browser type, pages visited, and feature usage to operate and improve the platform. This data is associated with your account and retained for up to 12 months.

Third-party call center credentials

If you connect a third-party telephony platform, your API credentials (tokens, passwords, account IDs) are stored encrypted in Firestore under strict security rules. These credentials are accessible only by our server-side Cloud Functions and are never returned to a browser or included in any API response.

3. Automatic PII Redaction

During transcription, Gemini AI automatically detects and redacts the following categories of sensitive information before any text is stored:

• Credit card and payment card numbers
• Social Security Numbers (SSNs) and national ID numbers
• PINs and security codes
• Security question answers
• Dates of birth

Redacted values are replaced with labelled placeholders (e.g. [REDACTED_CARD_NUMBER]). Redaction occurs during transcription — before any text is written to the database — so the stored transcript never contains raw sensitive values.

4. How We Use Your Data

• Providing and operating the Call Coach IQ platform
• AI-powered transcription, scoring, and coaching of call recordings
• Generating performance reports and dashboards for your organization
• Sending transactional notifications (coaching emails, alerts)
• Improving platform reliability and detecting fraud or abuse
• Complying with legal obligations

We do not sell your data, share it for cross-context behavioral advertising, or use it to train general-purpose AI models outside the scope of processing calls within your account.

5. Data Storage and Security

All data is stored and processed within Google Cloud infrastructure (Firebase / Firestore). Google Cloud holds its own SOC 2 Type II and ISO 27001 certifications. Data is encrypted at rest and in transit using industry-standard TLS and AES-256 encryption.

Access to your company's data is controlled by role-based security rules enforced at the database level. Agents can only access their own calls; managers access their team; admins access company-wide data. Multi-factor authentication (TOTP) is available and recommended for all users.

Our platform undergoes periodic internal security reviews. We maintain an audit log of administrative actions for accountability and incident investigation purposes.

6. Data Retention

Call transcripts and scores are retained for as long as your account is active. When an account is cancelled, data is deleted within 90 days unless a longer retention period is required by law or agreed in your service contract. Usage and technical data is retained for up to 12 months.

You may request deletion of your data at any time by contacting us at support@callcoachiq.com. We will action deletion requests within 30 days, subject to any legal hold obligations.

7. Third-Party Services

We use the following sub-processors to operate the platform:

• Google Firebase / Firestore — database, authentication, and storage
• Google Gemini (Vertex AI) — AI transcription, scoring, and analysis
• Google Cloud Functions — serverless compute and background processing
• Google Tag Manager — tag management for analytics on public pages
• Google Analytics — aggregate traffic analytics on our public website
• Resend — transactional email delivery

Each sub-processor is bound by data processing agreements consistent with applicable privacy law. We will notify account administrators at least 30 days in advance of adding or replacing any sub-processor that handles customer call data or personal information.

8. Your Rights

Depending on your jurisdiction you may have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request deletion of your data ("right to be forgotten")
• Object to or restrict processing of your data
• Data portability (receive your data in a machine-readable format)
• Opt out of the sale or sharing of personal information
• Lodge a complaint with your local data protection authority

To exercise any of these rights, contact us at support@callcoachiq.com. We will respond within 30 days (or 45 days for California residents where permitted by law). We will not discriminate against you for exercising any of these rights.

9. Cookies

We use the following categories of cookies:

Essential cookies

Required for the platform to function. This includes session cookies set by Firebase Authentication to keep you logged in. These cannot be disabled without breaking core features.

Analytics cookies

We use Google Analytics and Google Tag Manager on our public-facing pages (homepage, learn-more, try-it, etc.) to understand aggregate traffic patterns — pages visited, session duration, and referral source. These cookies do not identify individual logged-in users. Google Tag Manager is used to manage and deploy these analytics tags without requiring code changes.

Specific cookies set: _ga, _gid, _ga_* (Google Analytics), and _gcl_* (Google Tag Manager).

Advertising cookies

We do not use third-party advertising or retargeting cookies. No ad network has access to data from your use of the platform.

Managing cookies

You can disable analytics cookies by opting out of Google Analytics at tools.google.com/dlpage/gaoptout, or by adjusting your browser's cookie settings. Disabling essential cookies will impair your ability to log in to the platform.

10. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the "Last updated" date at the top of this page. For material changes — such as new data collection practices, new sub-processors, or changes to your rights — we will notify account administrators by email at least 30 days before the change takes effect.

11. California Privacy Rights (CCPA / CPRA)

If you are a California resident, the California Consumer Privacy Act (CCPA) as amended by the California Privacy Rights Act (CPRA) grants you specific rights regarding your personal information.

Categories of personal information we collect

• Identifiers — name, email address, IP address, account ID
• Professional information — job title, company name
• Internet / network activity — pages visited, feature usage, browser type
• Audio-derived data — PII-redacted call transcripts, scores, and summaries

We do not sell or share your personal information

Call Coach IQ does not sell personal information to third parties and does not share personal information for cross-context behavioral advertising. You therefore have no need to opt out of a sale, but you may still submit a request to confirm this at any time.

Your California rights

• Right to Know — request disclosure of the categories and specific pieces of personal information we have collected about you
• Right to Delete — request deletion of personal information we have collected, subject to certain exceptions
• Right to Correct — request correction of inaccurate personal information
• Right to Opt Out — opt out of the sale or sharing of personal information (we do not sell or share; this right is provided for completeness)
• Right to Non-Discrimination — we will not discriminate against you for exercising any of these rights

How to submit a request

Submit requests by email to support@callcoachiq.com with the subject line "California Privacy Request". We will verify your identity before processing any request and will respond within 45 days. We may extend this period by an additional 45 days when reasonably necessary, with prior notice.

You may designate an authorized agent to submit requests on your behalf. Authorized agents must provide written authorization from you, and we may verify the request directly with you.

12. Data Breach Notification

In the event we discover a data breach that affects your personal information, we will:

• Notify affected account administrators by email without undue delay, and in any event within 72 hours of us becoming aware of the breach where technically feasible
• Describe the nature of the breach, the categories of data affected, and the approximate number of records involved
• Describe the likely consequences of the breach and the measures we have taken or propose to take to address it
• Provide a point of contact for further information

Where a breach is unlikely to result in a risk to your rights and freedoms (for example, if data was encrypted and the key was not compromised), we may not notify you but will document the incident internally.

To report a suspected security incident or vulnerability, contact us immediately at support@callcoachiq.com.

13. Business Transfers

If Call Coach IQ is involved in a merger, acquisition, asset sale, bankruptcy, or other corporate transaction, your personal information may be transferred as part of that transaction. In such cases, we will provide notice by updating this policy and, where practicable, by emailing account administrators before personal information becomes subject to a different privacy policy.

We will require any acquirer or successor to honour the commitments made in this Privacy Policy or to notify you and give you the opportunity to opt out before your data is used in a materially different way.

14. International Users

Call Coach IQ is operated in the United States and our primary user base is domestic. All data is stored and processed on Google Cloud infrastructure, which operates data centers primarily in the United States.

If you access our services from outside the United States, please be aware that your information will be transferred to, stored, and processed in the United States, where data protection laws may differ from those in your country.

For customers whose end-users include residents of the European Economic Area (EEA), United Kingdom, or other jurisdictions with data transfer restrictions, we rely on Google Cloud's Standard Contractual Clauses (SCCs) as the legal mechanism for international data transfer. Enterprise customers requiring additional transfer safeguards should reference our Data Processing Agreement.

15. Children's Privacy

Call Coach IQ is a business-to-business platform intended exclusively for use by adults in a professional capacity. We do not knowingly collect, solicit, or process personal information from children under the age of 13, in accordance with the Children's Online Privacy Protection Act (COPPA).

If we become aware that we have collected personal information from a child under 13 without verifiable parental consent, we will delete that information promptly. If you believe we may have collected such information, please contact us at support@callcoachiq.com.

16. Contact

For questions about this policy, to exercise your privacy rights, or to report a security concern, please contact:

We aim to respond to all privacy-related enquiries within 30 days (45 days for California residents where permitted by applicable law).