Privacy Policy

Contexro (“Contexro,” “we,” “our,” or “us”) respects your privacy and is committed to protecting the confidentiality, integrity, and security of your information.

This Privacy Policy explains how we collect, use, process, store, disclose, and protect information when you access or use the Contexro platform, website, applications, APIs, dashboards, integrations, and related services (collectively, the “Services”).

By accessing or using the Services, you acknowledge that you have read and understood this Privacy Policy.

1. About Contexro

Contexro is an AI-powered conversation intelligence and call analytics platform that helps organizations analyze communications, evaluate customer interactions, generate operational insights, monitor performance, and improve business processes.

Our Services may include:

• Call analysis
• AI-generated summaries
• Conversation intelligence
• Sentiment analysis
• Agent performance scoring
• Compliance monitoring
• Workflow automation
• Reporting dashboards
• CRM and telephony integrations

2. Information We Collect

2.1 Account & Business Information

We may collect:

• Company name
• Business contact details
• User names
• Email addresses
• Billing information
• Subscription details
• Account credentials

2.2 Communication & Call Data

Depending on your use of the Services, we may process:

• Call recordings
• Audio files
• Video meeting recordings
• Conversation transcripts
• AI-generated summaries
• Chat interactions
• Call metadata
• CRM-related communication data

2.3 Technical & Usage Information

We may automatically collect:

• IP addresses
• Browser information
• Device identifiers
• Operating system details
• Login timestamps
• Platform usage analytics
• Session activity
• Error logs
• Performance metrics

2.4 Integration Data

If integrations are enabled, we may receive information from:

• CRM systems
• Telephony platforms
• Meeting platforms
• Customer support tools
• Email systems
• Workflow automation tools

Such integrations remain subject to the privacy policies and terms of the respective third-party providers.

3. How We Use Information

We use information to:

• Deliver and operate the Services;
• Process and analyze communications;
• Generate AI-driven insights and reports;
• Provide dashboards and analytics;
• Improve customer experience;
• Monitor platform performance and security;
• Troubleshoot technical issues;
• Provide customer support;
• Enforce our Terms & Conditions;
• Comply with legal obligations.

4. AI Processing & Automated Analysis

Contexro uses artificial intelligence, machine learning, and automated systems to process communication data. This may include conversation analysis, sentiment detection, topic extraction, keyword tracking, performance scoring, coaching recommendations, and automated summaries.

AI-generated outputs are automated interpretations and may not always be fully accurate or complete. Customers remain responsible for reviewing AI-generated outputs before making operational, HR, legal, or compliance-related decisions.

5. Data Ownership

Customers retain ownership of call recordings, uploaded files, business communications, customer data, CRM records, and internal business information. Contexro does not claim ownership of customer business data.

6. AI Model Training

Unless explicitly agreed in writing, Contexro does not use customer recordings, transcripts, or confidential business communications to train public AI models or publicly shared machine learning systems.

We may use aggregated and anonymized system-level data for service optimization, platform improvement, security monitoring, and internal analytics. Such data will not identify individual customers or users.

7. Sharing of Information

Contexro does not sell customer data.

We may share information only in limited circumstances, including:

Service Providers

With trusted vendors assisting with cloud infrastructure, hosting, security, analytics, customer support, AI processing, and payment processing.

Legal Compliance

Where required by applicable law, court order, government authority, or regulatory request.

Business Transactions

In connection with a merger, acquisition, corporate restructuring, or sale of assets, subject to appropriate confidentiality protections.

8. Data Retention

We retain information for as long as reasonably necessary to:

• Provide the Services;
• Maintain operational records;
• Comply with legal obligations;
• Resolve disputes;
• Enforce agreements.

Retention periods may vary depending on subscription plans, customer configurations, legal requirements, and backup and disaster recovery policies. Customers may request deletion of eligible data subject to legal and contractual limitations.

9. Data Security

We implement commercially reasonable administrative, technical, and organizational safeguards designed to protect information from unauthorized access, disclosure, misuse, loss, alteration, and destruction.

Security measures may include access controls, authentication systems, infrastructure monitoring, audit logging, and secure cloud storage. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

10. International Data Transfers

Your information may be processed and stored in countries outside your jurisdiction, including countries where privacy laws may differ from those in your location. By using the Services, you consent to such international transfers, processing, and storage, subject to appropriate safeguards.

11. Customer Responsibilities

Customers are solely responsible for:

• Obtaining required call recording consents;
• Informing employees and participants about monitoring activities;
• Ensuring lawful use of the Services;
• Managing internal access permissions;
• Compliance with applicable privacy, labor, and communication laws.

Contexro does not determine whether customer recording practices comply with applicable laws.

12. Cookies & Tracking Technologies

We may use cookies, session tracking, analytics tools, and performance monitoring technologies to improve user experience, platform performance, and security. Users may manage browser cookie settings, though certain platform features may not function properly if cookies are disabled.

13. Third-Party Links & Integrations

The Services may contain links or integrations to third-party services. We are not responsible for third-party privacy practices, external platforms, third-party content, or data handling outside our control. Users should review applicable third-party privacy policies separately.

14. User Rights & Requests

Depending on applicable laws, users may have rights to:

• Access personal information;
• Correct inaccurate data;
• Request deletion;
• Request data export;
• Restrict certain processing activities.

Requests may be submitted to privacy@contexro.com. We may require verification before processing requests.

15. Children's Privacy

The Services are intended for business and professional use only and are not directed toward children under the age required by applicable law. We do not knowingly collect information from children.

16. Changes to This Privacy Policy

We may update this Privacy Policy periodically. Updated versions will be posted on this page with a revised “Last Updated” date. Continued use of the Services after updates constitutes acceptance of the revised Privacy Policy.

17. Contact Information

For privacy-related questions or requests, please contact Contexro at privacy@contexro.com or visit www.contexro.com.