Privacy Policy


Revised October 10th, 2023

Your privacy is important to us. This Privacy Notice explains how CLEARVIEW Business Intelligence LLC collects, uses and discloses personal data that we handle on our own behalf collected via https://clearviewlive.com and other CLEARVIEW web properties that link to this Privacy Notice (collectively, the “Website”). This Privacy Notice does not apply to other online services and applications operated by ClearView, and any information that we handle as a processor or service provider to our customers.

What data we collect and how that information is used

CLEARVIEW collects information around contact center agent and queue performance. When required by the legal framework of the jurisdiction, contracted parties must obtain explicit approval from agents to have their information collected before the information is collected. CLEARVIEW acts as a processor of information on behalf of contracted parties.

How data is collected What data is collected For what purposes this data is processed Category of data collected for CCPA purposes (relevant for California residents only)
Through the CLEARVIEW Application Includes, but is not limited to, call durations, abandons, wait times, hold times, sales, customer satisfaction indicators, quality scores, schedule adherence, and other metrics related to contact center performance measurements. Information collected can be used to create dashboards that show insightful charts and graphs, drive a gamification framework to incentivize employees through challenges and awards, and provide other functions relating to performance management and reporting. Address, unique personal identifier, online identifier, Internet Protocol address, email address, account name or other similar identifiers (collectively “Identifiers”).
 
Professional or employment-related information.
In the course of downloading case studies or other information collateral from the Website Full name, contact information (email and phone number), job title, company name, country To contact you occasionally regarding CLEARVIEW's services and products, subject to applicable laws (for example, where required, subject to your consent). Even if you authorize CLEARVIEW to contact you, your authorization may be revoked/withdrawn by you at any time and you may opt out of CLEARVIEW's mailing lists by following the unsubscribe instructions in each of the emails you receive or by contacting us as described below. Identifiers such as a real name, alias, postal address, unique personal identifier, online identifier, Internet Protocol address, email address, account name or other similar identifiers (collectively “Identifiers”).
 
Professional or employment-related information.
While completing contact forms Full name, contact information (email and phone number), job title, company name, country; any free text that you choose to provide To contact you if you or someone in your organization requests a product demonstration or product information, or otherwise to respond to your request, as applicable.
 
See the “Disputes and Inquiries” section of this policy for opting out of your data being collected by our partners. 		Identifiers.
 
Professional or employment-related information.  
When applying for a position with CLEARVIEW through the Website Processing of personal data of CLEARVIEW applicants is subject to, and governed by, CLEARVIEW's Applicants Privacy Notice located here.    
Data that you provide passively (by using the Website, by navigating the screens, clicking on buttons etc.) Information that you have read, the web pages you visited, offers and services that were of interest to you, the location of the computer and the Internet Protocol (IP) address through which you had access to the Website, clicks that the users clicked while on the website (e.g., downloads, view of a video, shares to social media, scroll depth, links clicked) Improve, modify and update CLEARVIEW services and content offered on the Website. To monitor and ensure the orderly and proper operation and development of the Website and associated services. To improve and customize your experience and the content that is presented to you on the Website.  Internet or other electronic network activity information, including, but not limited to: Browsing history, search history, and information regarding a consumer’s interaction with an internet website, application, or advertisement.

In addition, CLEARVIEW may process personal data collected via the Website:

  • For any other purpose specified in this Privacy Notice and/or in our Terms of Service.
  • To contact you as and when CLEARVIEW believes it to be necessary for technical, administrative or security reasons.
  • To prevent, detect and fight fraud, security threats, or other illegal or unauthorized activities.
  • To ensure legal compliance with legal requirements that apply to us and you.
  • To ensure compliance with the Terms of Service that apply to us and you.
  • For the purposes described under the sections titled “Sharing of Information with Third Parties”.

Our legal basis for processing

We will only process your personal information on our own behalf where we have a legal basis to do so. The following are the legal bases under which we process your information in the manners specified above:

  • As permitted by applicable law.
  • Legal obligation – we may process your personal information as necessary to comply with the law (not including contractual obligations).
  • Performance of a contract to which CLEARVIEW and you are parties.
  • Legitimate interests – we may use your personal data where we have legitimate interests to do so. For instance, we analyze users’ behavior on the Website to continuously improve it and we process information for administrative, fraud detection and other legal purposes.
  • Consent – where no other legal basis for processing applies, we may process your personal data based on your consent as you will be asked to provide from time to time.

Duration of data storage

The amount of time that CLEARVIEW is required to keep sensitive data will vary based on individual customers’ requirements and data types. Sometimes a customer will dictate how long the data should be stored. If no specific length of time is specified, CLEARVIEW retains detail level data for a period of six months to three years, depending on data size. Aggregate data is stored no less than 3 years and may be stored indefinitely, unless specified otherwise by the client or the individual to whom the data belongs. After the previously specified time frames have elapsed, data will be purged from the system. Data will be rotated out of backups over a two-month period. General information about the customer, including but not limited to sales and marketing contacts, company profiles, etc. may be retained indefinitely. This information can be removed at the request of the data controller in jurisdictions where this is required.

Sharing of Information with Third Parties

CLEARVIEW does not share personal information with third parties. CLEARVIEW shall remain liable under the DPF Principles if its agent processes such personal information in a manner inconsistent with the DPF Principles, unless CLEARVIEW proves that it is not responsible for the event giving rise to the damage.

Children’s Privacy

CLEARVIEW does not knowingly collect personal data from minors who are under the age of 16 through the Website without appropriate consent. If a parent or guardian becomes aware that his or her child has provided us with personally identifiable information via the Website without his/her consent, then he or she should contact CLEARVIEW at the information described below. If we become aware that a child under the age of 16 has provided us with personally identifiable information, we will delete such information from our file

EU-US Data Privacy Framework

CLEARVIEW complies with the EU-U.S. Data Privacy Framework (EU-U.S. DPF) and the UK Extension to the EU-U.S. DPF as set forth by the U.S. Department of Commerce. CLEARVIEW has certified to the U.S. Department of Commerce that it adheres to the EU-U.S. Data Privacy Framework Principles (EU-U.S. DPF Principles) with regard to the processing of personal data received from the European Union in reliance on the EU-U.S. DPF and from the United Kingdom (and Gibraltar) in reliance on the UK Extension to the EU-U.S. DPF. If there is any conflict between the terms in this privacy policy and the EU-U.S. DPF Principles, the Principles shall govern. To learn more about the Data Privacy Framework (DPF) program, and to view our certification, please visit https://www.dataprivacyframework.gov/.

GDPR Disclosure

You may have the rights prescribed below in relation to personal data processed by us if you are a data subject in the European Economic Area or your personal data is otherwise governed by the EU General Data Protection Regulation 2016/679 (“GDPR”):

  • The right to be informed about how your personal data is being used;
  • The right of access to your personal data processed by us, which includes the right to obtain confirmation as to whether or not personal data concerning you is being processed, and, where that is the case, access to the personal data and the purposes of the processing; categories of personal data concerned; recipients or categories of recipient to whom the personal data have been or will be disclosed; where possible, the envisaged period for which the personal data will be stored; the existence of the right to request rectification or erasure of personal data or restriction of processing of personal data or to object to such processing; the right to lodge a complaint with a supervisory authority; where the personal data are not collected from the data subject, any available information as to their source; the existence of automated decision-making, including profiling; the appropriate safeguards relating to the transfer of your personal data outside the EEA.
  • The right to request the correction of inaccurate personal data we hold about you;
  • Under some circumstances, the right to request that we delete your data;
  • The right to restrict processing of your personal data;
  • The right to object to processing activities, if the processing is based on our legitimate interest;
  • The right to withdraw consent for processing at any time, if the processing is based on consent;
  • The right to object to processing of personal data for direct marketing purposes at any time;
  • In some circumstances, the right to request that we transfer or port elements of your data either to you or another service provider – if the processing is based on your consent, and is made by automated means.
  • The right to file a complaint with your Supervisory Authority (in the EEA, as prescribed by GDPR).
  • You may exercise these rights to the extent these rights apply to you by contacting CLEARVIEW via the contact information listed below. We will undertake to respond to your request within the applicable time frame prescribed by applicable law, and in any event we will make efforts to respond within 30 days of receipt of your request. Although CLEARVIEW will make reasonable efforts to accommodate your requests, in some circumstances we may deem your request unfounded or not eligible under applicable law. If that should happen, CLEARVIEW expressly reserves the right to refuse your request personal data. Before CLEARVIEW is able to accommodate any request, provide you with any information or correct any inaccuracies we may verify your identity by requesting certain information or identification.

    • CCPA Disclosure

    (Note: for this purposes of this policy, this disclosure has been modified to reflect only data collected by CLEARVIEW)
    This section is only applicable to California residents for purposes of compliance with the California Consumer Privacy Act of 2018 (“CCPA”). Defined terms used in this section, including but not limited to “Business Purpose”, “Consumers,” “Personal Information” and “Sale” (or “Sell”) are used as such terms are defined by and interpreted pursuant to the CCPA.
    The categories of Personal Information we have collected about Consumers, for of which we have disclosed for a business purpose, in the preceding 12 months are (please refer to the table at the top of this Privacy Notice for more detail):

    1. Identifiers, such as name and email address,
    2. Commercial information, such as transaction and account information;
    3. Internet or network activity information, such as browsing history and interactions with the Website;
    4. Professional or employment-related information, such as work history and prior employer.
    5. Education information, such as school and date of graduation; and
    6. nferences drawn from any of the Personal Information listed above to create a profile about, for example, an individual’s preferences and characteristics.

    The sources we have collected this Personal Information from are: directly from California residents or their representatives.
    In the past 12 months, however, we have not “sold” Personal Information relating to California residents within the meaning of the CCPA. For purposes of this Privacy Notice, “sold” means the disclosure of Personal Information for monetary or other valuable consideration.
    If you are a California resident, you may request that we disclose to you the following information covering the 12 months preceding your request:

    1. the categories of Personal Information that we collected about you and the categories of sources from which we collected such Information;
    2. the business or commercial purpose for collecting Personal Information about you;
    3. the categories of Personal Information about you that we disclosed to third parties for a business purpose and the categories of third parties to whom we disclosed such Personal Information (if applicable); and
    4. the specific pieces of Personal Information we collected about you.

    If you are a California resident, you may also request that we delete Personal Information that we collected from you. Before CLEARVIEW is able to accommodate any respond to any request, we may ask to verify your identity by providing us with certain information or identification. In some instances, we may decline to honor your request. For example, we may decline to honor your request if we cannot verify your identity or confirm that the Personal Information that we maintain relates to you, or if we cannot verify that you have the authority to make a request on behalf of another individual. In other instances, we may decline to honor your request where an exception applies, such as where the disclosure of Personal Information would adversely affect the rights and freedoms of another consumer or where the Personal Information that we maintain about you is not subject to the CCPA’s access or deletion rights, such as information relating to our employees and contractors that is used for our employment and vendor management purposes. Nonetheless, you have the right to be free from unlawful discrimination for exercising your rights under the CCPA.

    Customer Enforcement Rights

    Under the EU-US, and UK extension Data Privacy Framework, an individual may invoke a proceeding of binding arbitration against CLEARVIEW to enforce the privacy rights contained in this Privacy Notice when other DPF mechanisms have insufficiently resolved the privacy dispute. The information to exercise this right may be found at: https://www.dataprivacyframework.gov/s/article/ANNEX-I-introduction-dpf?tabset-35584=2

    In compliance with the EU-U.S. DPF and the UK Extension to the EU-U.S. DPF CLEARVIEW commits to refer unresolved complaints concerning our handling of personal data received in reliance on the EU-U.S. DPF and the UK Extension to the EU-U.S. DPF to JAMS, Arbitration and ADR Services, an alternative dispute resolution provider based in the United States. If you do not receive timely acknowledgment of your DPF Principles-related complaint from us, or if we have not addressed your DPF Principles-related complaint to your satisfaction, please visit https://www.jamsadr.com/DPF-Dispute-Resolution for more information or to file a complaint. The services of JAMS are provided at no cost to you.

    Disputes and Inquiries

    In compliance with the EU-U.S. DPF and the UK Extension to the EU-U.S. DPF CLEARVIEW commits to resolve DPF Principles-related complaints about our collection and use of your personal information. EU and UK individuals with inquiries or complaints regarding our handling of personal data received in reliance on {the EU-U.S. DPF and the UK Extension to the EU-U.S. DPF should first contact CLEARVIEW at:

    ClearView Disputes and Inquiries
    4102 South 1900 West, Suite A
    Roy, UT 84067
    email [email protected]

    Regulatory Authority

    The Federal Trade Commission has jurisdiction over CLEARVIEW’s compliance with the EU-U.S. Data Privacy Framework (EU-U.S. DPF) and the UK Extension to the EU-U.S. DPF.

    Changes to this Privacy Policy

    From time to time, CLEARVIEW may change the terms of this policy. Changes will take effect once they are posted online. If you do not agree with any of the amended terms, you must avoid any further use of the Website.