At Rocketconnect.ai, we are committed to protecting the privacy, confidentiality, and security of your personal data. This Privacy Policy explains how we collect, use, share, and protect information across our cloud telephony networks, conversational AI platforms, and unified contact center services.
1. Information We Collect
We collect information necessary to deliver compliant call center and AI automation services. This includes:
- Client Account Info: Full name, corporate email address, company name, billing details, and phone numbers.
- Voice Telephony Streams: Live call audio packets and call recordings processed through our global SIP trunk gateways.
- Interaction Data: Text transcripts, chat logs, SMS records, and WhatsApp messages compiled across support queues.
- System Telemetry: Network connection logs, IP addresses, browser agents, and routing queue timings.
2. HIPAA Compliance & PHI Data Scrubbing
For our clients in the healthcare and health insurance sectors, we act as a Business Associate under HIPAA guidelines. To secure Protected Health Information (PHI) and Personally Identifiable Information (PII), our systems run a real-time data scrubbing pipeline:
- Real-Time Transcription Redaction: When call audio is converted to text, our NLP models instantly redact Social Security Numbers, policy IDs, dates of birth, and medical claims, replacing them with generic tags.
- Audio Encryption: All live call audio streams are encrypted in transit using Secure Real-Time Transport Protocol (SRTP) and TLS signaling.
- Secure Storage: Call recordings and transcript logs are encrypted at rest using AES-256 protocols and stored in access-restricted buckets.
3. How We Use Information
We process collected information to fulfill service obligations, including:
- Operating and managing conversational voice virtual agents and smart IVR routing blocks.
- Generating queue velocity reports, campaign conversion indexes, and manager telemetry dashboards.
- Auditing compliance scripts, analyzing customer sentiment score maps, and tutoring support agents.
- Preventing network bottlenecks, detecting spam dials, and maintaining 99.99% system uptime.
4. Data Sharing & Third Parties
We do not sell your personal data. We only share information with third-party service providers (such as telecommunications carriers, cloud storage providers, and database connectors) to the extent necessary to operate our telephony systems, under strict data protection agreements.
5. Security Controls
We maintain carrier-grade technical and physical safeguards, including firewalls, intrusion detection systems, multi-factor authentication (MFA) protocols, and role-based access logs. Security assessments and penetration tests are conducted periodically to secure networks against vulnerabilities.
6. Data Access & Deletion Rights
Under regulations like GDPR, CCPA, and HIPAA, clients and policyholders have the right to request access to their personal records, ask for corrections, or request deletion of their logs. To submit a request, please contact our privacy desk at info@rocketconnect.ai.
7. Updates to This Policy
We may update this policy periodically to reflect changes in compliance regulations or our operational guidelines. Revised policies will display an updated Effective Date at the top of the page.