This policy explains what information CAACS collects, how we use it, and the choices you have. We've kept the "short version" above for the key points — read on for the full detail.
1. Overview
CAACS ("CAACS," "we," "us," or "our") provides an AI-powered call audit and coaching platform ("Service") used by organizations ("Customers," "you," "your organization") to record, transcribe, score, and coach calls made by their own teams.
This policy covers two categories of information: Account Information (details about your organization, admins, and agents needed to operate your account) and Your Content (call recordings, transcripts, and related data your organization uploads or sends to the Service). We treat these very differently, as explained below.
2. Your Content — who owns it
Your Content belongs to you. Call recordings, transcripts, AI-generated scores and summaries, customer/lead details, and any other data your organization submits to the Service remain your property. We do not claim ownership over Your Content.
We do not access, view, use, or share Your Content for our own purposes. CAACS employees do not browse, review, or otherwise look into your organization's call recordings or transcripts as a matter of course. Your Content is processed automatically by the Service solely to deliver the features your organization has configured, and is never used to train any AI or machine-learning model, ours or any third party's, and is never sold, rented, or shared with other customers.
A narrow exception applies where we are legally required to access Your Content — for example, to respond to a valid legal process, to investigate a security incident, or at your own request when you contact us for support.
3. What we collect
Account and billing information
- Organization name, admin and agent names, usernames, and email addresses
- Login credentials (stored as a salted hash — we never store your plain-text password)
- Subscription and billing details, processed through our payment provider (see "Third-Party Service Providers" below)
- Support and chatbot conversation history, so we can give you continuity across conversations
Your Content
- Call recordings uploaded manually or received automatically via your configured webhook integration
- Transcripts, AI-generated scores, summaries, risk flags, commitments, and coaching notes derived from those recordings
- Any customer/lead metadata your organization chooses to attach to a call (e.g. a claim number, retailer name, or domain)
Technical information
- IP address, browser type, and basic usage logs, collected automatically for security and troubleshooting
- A single session cookie used to keep you signed in (see "Cookies" below)
4. How we use information
We use Account Information to operate your account: authenticate logins, send transactional emails (password resets, renewal reminders, payment receipts), provide support, and enforce the terms of your subscription. We use Your Content exclusively to run the Service's own features on your behalf — transcription, scoring, dashboards, and reports that your organization's own admins and agents view inside their own workspace.
We do not use Account Information or Your Content for advertising, and we do not sell personal information.
5. AI processing of call data
The Service uses artificial intelligence to transcribe and score calls. How this works matters for your privacy, so we want to be specific:
- Local transcription first. Calls are first run through a transcription model hosted on our own servers. Only segments that come back with low confidence are escalated further.
- Your own AI provider account. When a call is escalated, it is sent using your organization's own configured AI provider account and API key — not a shared CAACS account. Your organization controls that relationship directly, and that provider's own data-use terms (not ours) govern how they handle that specific request.
- No model training on your data. We do not use Your Content to train, fine-tune, or improve any AI model, ours or any third party's.
6. Third-party service providers
We rely on a small number of service providers to operate the Service. Each is used only for the specific purpose below, and none are given access to Your Content beyond what's needed for that purpose:
- Payment processing — subscription payments are handled by Razorpay. Razorpay receives the billing details needed to process your payment; we do not store full card numbers ourselves.
- Email delivery — transactional emails (password resets, receipts, renewal reminders) are sent via standard SMTP infrastructure, either your organization's own configured email account or our platform's email service for CAACS-to-you communications.
- AI transcription/scoring — as described above, using your organization's own configured provider account where cloud processing is used.
- Infrastructure hosting — the Service runs on servers operated by our infrastructure provider, who stores data at rest on our behalf but does not access it for their own purposes.
7. Data retention
Call recordings are retained on our servers for 60 days from the date of upload. After 60 days, the underlying storage is cycled and reused, and the original recording is no longer retrievable. Transcripts, AI-generated scores, summaries, and other derived report data are retained for as long as your organization's account remains active, so your dashboards and historical reporting continue to work even after the original audio has cycled out.
Account Information is retained for as long as your organization maintains an active subscription, plus a limited period afterward to allow for reactivation and to meet our own accounting and legal obligations.
8. Deleting your data
You can request deletion of Your Content, or of your entire organization's account, at any time by contacting us at support@caacsglobal.com. We will complete a verified deletion request within 30 days, except where we are required to retain specific records to comply with a legal, tax, or regulatory obligation — in which case we will delete what we can and tell you what, if anything, had to be retained and why.
9. Security
We use industry-standard safeguards to protect your information, including encrypted password storage, per-organization data isolation at the application layer, and access controls limiting who can reach production systems. No method of transmission or storage is perfectly secure, and we cannot guarantee absolute security, but we work to protect your information and will notify affected customers in the event of a data breach involving their information, as required by applicable law.
10. Cookies
We use a single strictly-necessary session cookie to keep you signed in after login. We do not use third-party advertising or analytics tracking cookies. Disabling cookies in your browser will prevent you from staying signed in to the Service.
11. Your rights
Depending on where you're located, you may have rights to access, correct, export, or delete the personal information we hold about you, and to object to or restrict certain processing. To exercise any of these rights, contact us at support@caacsglobal.com. If your organization's admin manages your account, some requests (such as deleting Your Content) may need to be routed through your organization, since that data belongs to them, not to us.
12. Children's privacy
The Service is intended for business use by adults and is not directed at individuals under 18. We do not knowingly collect personal information from children.
13. International transfers
Our infrastructure may be located in a different country than yours. By using the Service, you understand that your information may be processed in a country with different data protection laws than your own. Where required, we rely on appropriate safeguards for any such transfer.
14. Changes to this policy
We may update this policy from time to time. If we make material changes, we will update the effective date at the top of this page and, where appropriate, notify your organization's administrators directly.
15. Contact us
Questions about this policy, or requests regarding your data, can be sent to support@caacsglobal.com.