Platform
Customer data protection
Leaked call recordings bring regulatory fines, customer claims, and reputational damage. CONTACT.WORK lowers that risk: data lives with us in the US or UK or on your own hardware, employees see only the sections their role requires, every connection is encrypted, and backups run on schedule. Your security team receives the review materials up front.
Agentcalls, forms2 sectionsManagermonitoring, reports8 sectionsPartnerown customersown companyAdministratorall sectionsfull accessProtection
What keeps your data safe
Roles
Who sees what in the platform
Permissions come with a role. Each employee sees exactly what they need for the job – nothing more.
Nothing extra on screen
Agents see calls and the form log – everything they need during a conversation. They have no queue reports, settings, or access to other agents' workspaces. If forms shouldn't be edited after a call, you turn that permission off for the role. Curiosity or a mistake won't turn into a leak: the agent simply can't see anything extra. A new hire gets the agent role and is ready to work – no separate permission setup needed.
- Calls
- Form log
- No settings
CallsworkspaceopenForm logcall formsopenLine reportsall agentsclosedSettingsplatformclosedQueue oversight and complaint review
A shift manager sees queues and agents in monitoring, plus call and form logs, missed calls, and reports. They create users for their team and maintain the contact directory. Call recordings are open to them for reviewing complaints and training new hires. Platform-wide settings stay with the administrator. A partner's manager can get the same permissions, but only for their own employees.
- Monitoring
- Logs and reports
- Team users
Monitoringqueues and agentsopenCall logcall recordingsopenMissedthis shiftopenUsersown lineopenAgencies and branches can't see each other
A partner employee – at an agency or branch – works only with their own company's calls and reports. The partner's director adds their own people and sees results for them. Nobody except the head office sees other partners' customers or numbers – not in reports, not in the agent window. The head office has a summary across all partners, while partners know nothing about each other.
- Own customers only
- Partner employees
- Own reports
Customersown only248Requestsown onlyopenReportsown companyopenOther partnerscustomers and numbershiddenFull control over access
Administrators see every section and decide what each role can access. A new role is built from the sections it needs, and the sections in an existing role can be changed. Changes apply right away to all users with that role. When an employee leaves, the administrator disables their account, and they lose access to recordings and records immediately.
- All sections
- Role permissions
- Access shutoff
Call logrecordingsonReportsqualityonCallsworkspaceoffUsersadminoffWe set up roles to match your company's structure.
Compliance and review
Compliance, review, and ongoing support
Compliance
Personal data
In our cloud, we process your customers' data under a contract with you. When the platform runs on your premises, your organization is responsible for the data and sets the access rules. The platform gives you the tools to meet data protection laws such as CCPA/CPRA and state privacy laws, but it isn't legal advice – check your obligations with your counsel.
- Processing under contract
- Your access rules
- On-premises – you're in charge
Cloudservers in the USCCPAOn-premisesdata ownercustomerEngineer accesscloud: on requestin logAfter the contractcloud datadeletedReview
Documents before launch
Before launch, we give your reviewers the deployment diagram, network parameters, and data flows. We fill out their security questionnaires. In a hybrid setup, we decide together what can be sent to the cloud.
- Platform diagram
- Network requirements
- Questionnaire answers
Requirementsrequestedas step oneDocumentsdiagram, network, flowsbefore launchCall formsecurity teamfilled inHybridwhat can go to the cloudagreedOngoing support
Backups and updates
Backups, health monitoring, and updates are already paid for in your plan and don't use support hours. In the cloud, all of this is on us. If the server is yours, we still make the backups, and they stay on your side.
- Backups
- Monitoring
- Updates
Backupson scheduleincludedMonitoringserversincludedUpdatesplatformincludedPlan hoursfor thisnot usedLaunch
How we get through your security review
- 01RequirementsWe learn your security team's rules: where to store recordings, who sees what, and what must never leave the company.
- 02DeploymentWe choose a mode – cloud, your server room, or hybrid – and document what data goes where.
- 03DocumentsWe send the deployment description and network requirements, list the data flows, and fill out the security questionnaire.
- 04RolesWe list the roles – from agent to administrator – and give each one access only to the sections it needs.
- 05TestingBefore launch, we check role permissions and external system connections together with your IT and security staff.
- 06OperationFrom then on, your administrator manages users and roles, while backups and updates stay with us.
Comparison
Without a platform vs. with CONTACT.WORK
| CONTACT.WORK | Without a platform | |
|---|---|---|
| Where recordings live | In one place | In email, folders, and messaging apps |
| Who sees them | Only the right roles | Anyone who got the link |
| Employee leaves | Access shut off at once | Takes conversations with them |
| Transfer | Always encrypted | Often unencrypted |
| Customer complaint | Recording in the inquiry history | Digging through several places |
| Backups | On a schedule | Whenever someone remembers |
Requirements
What you'll need
- Storage
- Our cloud or your servers
- Access
- Roles with a set of sections
- Transfer
- Encrypted connections
- Integrations
- A separate API key per system
- Backups
- Included in your plan
- Documents
- Diagram, network, data flows
Preparation
What to decide up front
Q&A
Frequently asked questions
Where are customer calls stored?
That depends on the deployment: cloud data sits on our American and British servers, on-premises data stays in your server room, and in a hybrid setup recordings remain on your network while AI services run on our side.
Who can access call recordings?
Anyone whose role allows it. Usually that's shift managers and QA specialists, while agents work with their own calls and forms.
Can we create our own roles?
You can – your administrator does it without our help.
Can I see who listened to a recording or exported a report?
User actions are written to the audit log: who opened a recording, exported a report, or changed permissions.
How is sign-in protected?
With two-factor authentication and password requirements. You can also allow sign-in only from your office IP addresses.
Are calls protected in transit?
Both the softphone audio and everything the platform sends outside are encrypted.
Are recordings encrypted on disk?
If you want them to be. Encryption of stored recordings is turned on at the customer's request. Keep in mind that an encrypted recording takes a little longer to open for playback.
How do your engineers access our data?
In the cloud – only at your request, and every login is recorded in the audit log. With a self-hosted installation – through access granted by your administrators, and those connections are logged too.
How long are call recordings kept?
As long as your company decides. You set the retention period, not us.
Do you delete our data when we leave?
It's erased once the contract is over, or sooner on request.
Who is legally responsible for customer data?
With an on-premises install, you are. In the cloud, CONTACT.WORK processes data for you under the contract, with storage on our US and UK servers.
How are AI agents protected?
AI agents have their own rules: the same permissions as an employee, a log of their answers, and training without names or phone numbers.
Does the platform tell customers the call is recorded?
A recording notice plays for the customer at the start of the call. Some states require consent from everyone on the call, so we recommend keeping the notice on for all calls.
Glossary
Terms on this page
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
- Encryption
- Encrypted data can't be read without the key. Learn more →
- Backup
- Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
- On-premises deployment
- The system runs on the company's own servers, not in the vendor's cloud. Learn more →
- Call recording
- Calls are saved so they can be replayed and disputes settled. Learn more →
- Hybrid deployment
- Part of the system runs on the company's servers, part in the vendor's cloud. Learn more →
- Softphone
- A phone app that runs on a computer or in a browser. Learn more →
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- Data center
- A building with servers, backup power, cooling, and network links. Learn more →
- WebRTC
- Calls right from the browser, with nothing to install. Learn more →
- Personal data
- Anything that points to a specific person: a name, a number, a voice. Learn more →
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