Glossary
Personal data
Personal data (personal information) is any information that can identify a person: a name, phone number, address, voice recording, or order history. A contact center handles it every day, so it has to protect it the way privacy laws expect: with restricted access, and kept only as long as it's needed.
Why it mattersA leak or mishandling can bring fines, and customers stop trusting you.
Also called: Personal information, PII, Personally identifiable information
Examples
What counts as personal data
- A customer's name, phone number, email, and address
- Call recordings – a voice is personal data too
- Customer messages in chats and on social media
- Order and contract numbers, if they can be traced back to a person
The law
What the law requires
In the US, there's no single federal privacy law: states set their own rules, such as the CCPA/CPRA in California. Typical requirements are to tell people what you collect and why, limit access, and delete data once it's no longer needed. The company that decides why and how data is processed is responsible for it. This is general information, not legal advice.
Comparison
Who is responsible for the data
In CONTACT.WORK
How it works in CONTACT.WORK
Each employee sees only what their role allows. Our engineers access your data only at your request, and every login is recorded in the audit log. When the contract ends, we delete the data. With an on-premises installation, your company is fully responsible for the data.
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Where to use it
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