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Phone Mobile – Privacy notice.

Last updated date: June, 2024

Talkdesk, Inc. (hereinafter, “Talkdesk”) is a US-based company that acts in the CCaaS (Contact Center as a Service) space. To streamline and integrate Talkdesk customers’ communication channels and their people, Talkdesk has been expanding to Unified Communication as a service (UCaaS).

This Privacy Notice only applies to Talkdesk Phone APP, a business phone system natively built on a leading cloud contact center platform that allows customers to collaborate internally or place outbound calls to anyone while working on the go. If you want to know more about Talkdesk’s privacy practices, please visit www.talkdesk.com/terms-of-service/privacy-notice.

Talkdesk is committed to complying with relevant applicable privacy and data protection legislation and regulations, including contractual specific requirements, applying international best practices to protect personal information trusted by our customers or when processing personal data from natural persons as a controller. For this purpose, Talkdesk has implemented and regularly reviews policies, procedures, standards, and guidelines to increase the security of personal data and ensure the rights of data subjects, directly or in its responsibility to customers and partners, are addressed according to the applicable laws and promptly.

Talkdesk role and responsibilities.

When providing a business phone system, Talkdesk will make it available to customers who decide which persons should be granted access. Each Talkdesk customer will control whether a subscription to the Talkdesk Phone is provided and can control what information will be required to provide the service. Account phone numbers must be purchased by our customers to be available for assignment to Talkdesk Phone users. The Talkdesk Phone APP is solely for business use and is not a consumer offering. Private consumers may not purchase or access the Talkdesk Phone APP.

Customer controls the purpose and means of the processing of personal data and is the controller of personal data. Talkdesk is the processor of such data, except when the customer acts as a processor of personal data, in which case Talkdesk is a subprocessor and will process personal data based on controller instructions. For this reason, when you use Talkdesk Phone APP through the access provided by your company, that company’s privacy policy governs how it handles your data. Nevertheless, for the purposes of this Notice, the following terms should be used:

‘User’ – the natural person who downloads the Talkdesk Phone application and to whom access is granted by the Customer. Since this notice aims to provide information to the persons using the Talkdesk Phone APP, ‘you’ means the ‘user.’

‘Authorized Users’ – means customer’s employees and independent contractors working for or on behalf of the customer in the ordinary course of the customer’s business for whom access to the Talkdesk Phone APP has been purchased.

‘Customer’ – A “customer” is any business entity that purchases Talkdesk products or services. When a customer purchases retail products or services for use by others, those individuals may also be considered customers for the purposes of this Notice. The customer designates one or more people (called an “administrator”) to manage their account and can grant privileges to users on the account.

‘UC Admin’ – the natural person representing the customer to control and administer Talkdesk Phone APP accounts, including controlling privacy-related settings of the product or product account. Depending on their license with Talkdesk, the Admin can authorize additional users on their account, and the account owner can create and access the profile information for all users on their account.

‘Contact’ – the natural person who may receive an outbound call or execute an inbound call to a user using Talkdesk Phone APP.

To provide the Talkdesk Phone APP service to its customers, Talkdesk will act as a processor, processing the personal data of users and contacts on behalf of its customers.

Talkdesk may act as a controller with respect to usage data collected from the users. This Notice also intends to accomplish the transparency principle and the obligation to provide information that Talkdesk is subject to.

What personal data will Talkdesk use about you?

To provide the Talkdesk Phone APP service to its customers, Talkdesk needs to process personal data from the users. The Talkdesk Phone APP requires some personal data to provide a service. When acting as a processor, Talkdesk provides a cloud service and acts on behalf of its customers.

Therefore, the information used by Talkdesk’s customers when using Talkdesk Phone APP is under the customer’s responsibility, as is the definition of the categories of data subjects.

The information that is collected in a standardized format is:

  • Agent: Name, phone number, email, gender, location-time, country and IP.

  • Contact: phone number, e-mail, title, name, company, and address.

  • Call metadata: origin phone number, destination phone number, start date and time and duration.

  • Interaction metadata: conversation origin and destination (e-mail, chat, etc..), date and time.

  • Consent data: call recordings, transcriptions, messages, and screen recordings if the customer selected these features.

  • Additional information may be collected if Talkdesk is integrated with other tools managed by the Customer.

  • Users (agent, supervisor, administrator) Name, email, and associated phone number. May also include physical or professional characteristics of the agent, such as gender or languages spoken.

  • Provision of the Talkdesk Service includes authentication and permission verification to service operational support and billing processing.

    Talkdesk restricts the collection of the information to the minimum amount required to provide its services, and it will be processed according to the purposes for which it was collected.

Why is your personal data processed?

Your personal information is processed to allow you to use the Talkdesk Phone APP as contracted by our customers.

Your personal data is used to provide services of Talkdesk Phone APP, including the following purposes pursued by our customers:

  • To create and manage user accounts;

  • To provide the Talkdesk Phone services – the ability for users to make phone calls through the application and use reporting functionalities;

  • To provide support services to customers or users;

  • To issue bills to our customers.

In addition, Talkdesk may collect product usage data to conduct analytics and improve the user experience and Talkdesk Phone.

To whom may personal data be transferred?

When acting on behalf of our customers, Talkdesk may share your information with third-party providers authorized by our customers.

What is Talkdesk security posture?

Talkdesk has implemented an Information Security and Privacy Information Management System (ISMS and PIMS) and a business continuity management system (BCMS) as a framework for continuously improving security, privacy, and business continuity. The ISMS, PIMS, and BCMS include policies, awareness of security and privacy, adequate processual and technical controls, audit logging, and third-party due diligence, among other things.

Talkdesk performs regular re-assessments on third parties for security and privacy.

Personal information from children.

Talkdesk will never knowingly collect any personal information from children under 13. If we obtain actual knowledge that we have collected personal information from a child under 13, that information will be immediately removed from any access. Because we do not collect such information, we have no information to use or disclose to third parties. We have designed this notice to comply with the Children’s Online Privacy Protection Act (COPPA).

How long is personal information retained?

The criteria used to determine our retention periods include:

  • Contracts with our customers:

    • Talkdesk may retain your personal data for the necessary periods of issuing and maintaining billing to our customers;

    • According to our customers’ retention schedules;

    • For the duration of the contract with our customers;

  • Legal obligations that apply to Talkdesk: prescriptions by applicable laws, including sector-specific requirements.

  • Necessary to fulfill our legitimate business interests, based on consent, until data is fully anonymized.

Since customers act as controllers, they define the retention periods for the information they collect. Additionally, when a customer terminates its contract with Talkdesk, the information is removed according to the Master Subscription Agreement or earlier if requested.

Talkdesk may keep anonymized information for longer periods (that will not identify directly or indirectly any authorized user, contact, or customer) to analyze how the service is used and improve it.

Talkdesk may retain call history information related to our customers for billing purposes.

What are the data subject rights?

The data subjects of Talkdesk Phone APP are defined by our customers and will be any natural person authorized to access Talkdesk Phone APP, including Talkdesk customers’ employees or any natural person to whom our customers, or its own customers, grants access. If you use Talkdesk Phone APP, you should exercise some of your rights to the entity that has conceded you access.

Data subject rights depend on the jurisdictions where they are located, and typical data subject rights include:

  • Right of access: The right to obtain confirmation as to whether or not personal information concerning the data subject is being processed and, where that is the case, access to that personal information.

  • Right to rectification: Right to obtain rectification of inaccurate personal information concerning the data subject.

  • Right to erasure or to be forgotten: Right to erasure personal information concerning the data subject.

  • Right to restrict processing: Right to restrict the processing of personal information to the extent permitted by law and following Talkdesk contractual and legal commitments.

  • Right to data portability: Right to receive the personal information provided and concerning the data subject in a structured, commonly used, and machine-readable format.

  • Right to object: Right to object to processing your data for reasons related to their personal situation.

  • Right not to be subject to automated decision-making: Right not to be subject to a decision based solely on automated processing.

  • Right to withdraw consent: Right to remove consent for specific processing.

  • Right to complaint: Right to send a complaint to the proper authority.

  • Right to prevent your information from being sold: Right to state that you do not want your personal information to be sold to anyone.

  • Right to non-discrimination: Right to not receive discriminatory treatment for exercising the data subject rights.

  • Right to complaint: Right to lodge a complaint with an EU supervisory authority or invoke binding arbitration for complaints regarding DPF compliance not resolved by any of the other DPF mechanisms for additional information: 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 and the Swiss-U.S. DPF, Talkdesk 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 and the Swiss-U.S. DPF to an EU Data Protection Authority (DPAs), the UK Information Commissioner’s Office (ICO) or the Swiss Federal Data Protection and Information Commissioner (FDPIC), an alternative dispute resolution provider based in the European Union, United Kingdom or Switzerland respectively. If you do not receive timely acknowledgement 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://edpb.europa.eu/about-edpb/about-edpb/members_en for EU Data Protection Authorities, https://ico.org.uk/make-a-complaint/ for the UK Extension to the EU-U.S. DPF or https://www.edoeb.admin.ch/edoeb/en/home/deredoeb/kontakt.html on the Swiss-U.S. DPF, for more information or to file a complaint. The services of these organizations are provided at no cost to you.

Talkdesk provides mechanisms to help customers to address users’ applicable privacy rights. Users must contact their employer to exercise their data subject rights.
When users choose to delete or uninstall Talkdesk Phone, this action is not a right-to-be-forgotten request; only data related to the application will be deleted.

Where Talkdesk collects information about you for its own purposes, you can exercise your right to withdraw your consent.

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


Where is information stored?

When held physically, personal data is stored in the same location as where it was produced.

Personal data, when held digitally, is mainly stored in the US, and any transfer of information from the European Economic Area (EEA) and Switzerland to the US is made based on the following:

  • Adequacy Decision: Countries designated by the European Commission as having an adequate level of protection for personal information.

  • Standard Contractual Clauses: Talkdesk relies on the European Commission’s model contracts (i.e., the standard contractual clauses) for the transfer of personal information to third countries pursuant to Commission Implementing Decision (EU) 2021/914 of 4 June 2021.

International transfers.

Your personal information may be transferred to and processed in countries other than where you reside.

Specifically, information collected outside the United States, including in the European Economic Area (“EEA“) and the United Kingdom (“UK”), may be transferred to and stored on our servers in the United States and potentially in other countries where our Takdesk has representation and third-party service providers. These countries may have data protection laws that differ from your country’s laws.

We have taken appropriate safeguards to ensure that your personal information will remain protected in accordance with this Notice and applicable laws.

Where personal information in the EEA or the UK is being transferred to a recipient located in a country that has not been recognized by the relevant authorities as having an adequate level of data protection, Talkdeskl will transfer personal data based on Standard Contractual Clauses.

Talkdesk complies with the EU-U.S. Data Privacy Framework (EU-U.S. DPF), the UK Extension to the EU-U.S. DPF, and the Swiss-U.S.


Privacy notice changes.

This notice may be updated occasionally to reflect changes in our practices, operational requirements and to be consistent with applicable privacy and data protection laws and regulations. Future changes made to this notice are published on our website. Any questions regarding this notice can be sent to [email protected].


How to contact us.

For questions or complaints regarding this privacy notice and the privacy practices of Talkdesk, you may contact us at [email protected] or at our mailing address below:


For customer in non EEA region:

Talkdesk Inc.
440 N Barranca Avenue #4375,
Covina, CA 91723 United States


For customer in EEA region:
Talkdesk Inc. Portugal Unipessoal Lda,
Rua Pedro Nunes, Edifício IPN D, 1º Piso, módulo 1.12
Santo António dos Olivais, Coimbra
3030-199 Coimbra. Portugal