Balto Privacy Notice

Updated: April 20, 2022

What Changed: We revised our Privacy Notice to make it clearer and to add a discussion of personal data and the Balto Solution.

Balto Software, Inc. provides cloud-based, AI-powered software that provides real-time guidance to contact centers.  In this Privacy Notice we refer to the Balto hosted software and the suite of services provided through the hosted software as the “Balto Solution.” We maintain websites to market the Balto Solution at and other websites controlled by us (collectively, the “Website”).

The Balto Solution is a business-to-business solution offered in the United States. We license the Balto Solution to entities that operate call centers (our “Clients”).  Clients can access our Solution through our website at “Authorized Users” are persons who work for a Client and are authorized to access the Balto Solution on behalf of the Client.  

Balto knows you care about how your personal information is used and shared and your privacy is a top priority for us.  We gather information about persons who interact with our Website and the Balto Solution, people who attend our marketing events, and job candidates to enhance our business. Our Privacy Notice helps you understand what information we collect and receive and how we use it and the choices you have. This Privacy Notice does not cover the practices of companies we don’t own or control. 

In this Privacy Notice personal information or “PI” means information that identifies, relates to or describes a particular person and information that is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular person. 

There are four sections to this Privacy Notice:

  1. PI we collect and why we collect it.
  2. How we share PI and why we share it.
  3. How we use online tracking technologies including cookies.
  4. General concepts that apply to all types of PI we collect.

1. PI we collect and why we collect it.

The Balto Solution.  The Balto Solution will provide Balto with information related to call center calls of Balto’s Clients.  The specific types of information provided are determined by the way the related Client has configured the Balto Solution. Balto limits its use of personal data to the minimum required to provide and improve the Balto Solution. For example, if you are an Authorized User then you have the option of enabling call center call audio recording or transcription, or both. When you do so, Balto captures and stores call center audio recordings and transcriptions, excluding any content that is personal data through a rigorous redaction and scrubbing process.

PI that you provide voluntarily

We may ask you to provide PI voluntarily on parts of our Website, if you attend our marketing events or webinars, if you inquire about licensing the Balto Solution or if you apply for a job with us.

The types of PI we ask you to provide include your first and last name, your contact details (phone, email address and mailing address), employer and job title.
We collect this PI for these business purposes:

– to send you direct marketing materials about the Balto Solution  including marketing offers and resources, emails, newsletters and company updates

– to personalize the marketing emails we send you so they are more relevant to you, based on your Website interactions,

– to respond to sales inquiries, demo requests and technical support questions you submit about the Balto Solution, and 

– to communicate with you about job opportunities with us.
PI that you provide voluntarily (cont’d)If you are an Authorized User and access the Balto Solution, then you must provide an account login ID (such as your real name or a user name you create yourself), and a valid work or SSO email address to create a user account.We collect this PI for these business purposes:

– to allow you to log in to the Balto Solution and 

– to provide the Balto Solution to the related Client.
PI that we collect automatically

If you visit our Website from your smartphone or other personal device then we collect some PI automatically. The PI we collect automatically includes identifiers and some technical information, such as:

– the type of device you are using,
– the IP address of your device,other unique device identification numbers,
– the type of browser you use,your browser language, and
– your location at a high level (country or city or zip code).

We also collect internet activity about how your device interacts with our Website and marketing materials, such as:

– the Website pages you access,
– the links you click, and
– how you interact with our marketing emails. 

If we combine your name, email address or phone number with the device information we collect automatically, then we will treat the combined information as your PI.

If we need your consent to use your PI under applicable data protection laws then we will ask for your consent at that time and will clearly explain the purpose of our use of your PI. Once given, you may revoke your consent at any time.
We collect this PI for these business purposes:

– for business analytics, to understand how you use our Website,to verify, maintain and improve the quality of our Website,

– to detect and prevent activities on our Website that are illegal or that do not comply with our terms of service, and

– to detect and prevent security incidents, such as automated website clicks by bots. 

PI that we collect automatically, cont’d

If you are an Authorized User then the Balto Solution may provide Balto and the related Client with information related to your interaction with the Balto Solution. For example, all actions taken while interacting with the Balto Solution may be logged along with your IP address, browser type, date and time stamps associated with transactions, Internet service provider, etc.
We collect this PI to provide the Balto Solution to the related Client.
PI that we obtain from third party sources

We may obtain marketing leads from third parties that are the first and last name, email address and other contact information about persons likely to purchase the Balto Solution.

We may obtain job candidate leads from third parties that are the first and last name, email address and other contact information about persons likely to have the professional credentials we require.

We collect this PI only after we have confirmed that the third parties have your consent to share your PI or are otherwise legally permitted to disclose your PI to us.
We collect marketing and job leads for these business purposes:

– to market the Balto Solution to you and

– to market job openings with us to you.

2. How we share PI and why we share it.

We may disclose personal information to third parties for a variety of business or commercial purposes. This includes disclosure: 

  • to our third-party services providers who provide data processing for our operational and commercial business purposes described in this Privacy Notice. For example, we share PI of Website visitors with our website hosting provider to support the operation of our Website. We share PI of Authorized Users collected through the Balto Solution with our cloud hosting provider to support the operation of the Balto Solution.
    • To our Clients, for the commercial purpose of providing and improving the Balto Solution;
  • to any competent law enforcement body, regulatory body, government agency, court or other third party where we believe disclosure is necessary (i) as a matter of applicable law or regulation, (ii) to exercise, establish or defend our legal rights, or (iii) to protect your vital interests or those of any other person; 
  • to an actual or potential buyer (and its agents and advisers) in connection with any actual or proposed purchase, merger or acquisition of any part of our business, provided that we inform the buyer it must use your personal information only for the purposes disclosed in this Privacy Notice; 
  • to any other person with your consent to the disclosure; and
  •  as otherwise allowed by applicable data protection law

Here is a list of our third-party companies service providers, who have access to your personal information only to perform certain tasks on our behalf and are obligated not to disclose or use it for any other purpose:

  • Google Analytics Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Google uses the data collected to track and monitor the use of our Service. This data is shared with other Google services. Google may use the collected data to contextualize and personalize the ads of its own advertising network. You can opt-out of having made your activity on the Service available to Google Analytics by installing the Google Analytics opt-out browser add-on. The add-on prevents Google Analytics JavaScript (ga.js, analytics.js and dc.js) from sharing information with Google Analytics about visits activity. 

3. How we use online tracking

When you visit our Website, Balto and our third-party service providers acting on our behalf automatically collect certain data using tracking technologies like cookies, web beacons, and similar technologies. 

Like many website owners, Balto and our marketing partners, affiliates, or analytics or service providers, use automated data collection tools such as cookies and similar technologies to collect certain information, in order to, among other things, analyze trends, administer the website, tracking users’ movements around the website, and to gather demographic information about our user base as a whole.

“Cookies” are small text files that are placed on your hard drive by a website’s computers. We may use session Cookies, persistent Cookies, and Web Beacons (defined below). We use Cookies to identify that you’ve accessed the Website. We also use these tracking technologies to help us better understand your behavior and facilitate and measure the effectiveness of our Website. 

We also use web beacons to collect information about your engagement with us. Web beacons are tiny graphics that can recognize certain types of information on your computer, such as cookies, when you view a particular website tied to the web beacon, and a description of a website tied to the web beacon. Web beacons are embedded on web pages or in an e-mail.

All modern Internet browsers allow you to control your cookie settings. These settings are usually accessed in the ‘Options’ or ‘Preferences’ section of your browser. On your mobile device, go to Settings, then go to the specific web browser, and then to the Cookies section. Please note that certain features of the Website will not be available once cookies are disabled. For further information about cookies and how to manage them, please visit 

Here is a description of the types of cookies Balto uses:

Required cookies. Required cookies, including session cookies, make it possible for you to access the Website, navigate within the Website, and access information related to your account. Required cookies are necessary to operate the Website, so you can’t opt-out of them. 

Functionality Cookies. Functionality cookies allow the Website to remember information you have entered or preferences you select, and provide enhanced, more personal features. You can use your browser settings to opt-out of functionality cookies. Note that opting out may affect the functionality of our Website for you. 

Performance Cookies. These cookies collect data about how visitors use the Website. This includes data like which pages visitors go to the most. These cookies don’t collect information that individually identifies visitors. The data these cookies collect is aggregated and intended to be de-identified and used to improve how the site functions and performs. Balto uses Google Analytics to help analyze user behavior on the Website. Information on opting out of tracking technologies from Google Analytics is here

Security Cookies. We use security cookies for security purposes. 

4. General. This section outlines general concepts that apply to all types of PI we collect.

  • How we secure your PI.

Balto uses appropriate physical, technical and administrative measures to protect your PI, both online and offline. These measures vary based on the nature of the PI. 

Unfortunately, no data transmission over the internet or data storage system is guaranteed to be 100% secure. You should only access the Website and Balto Solution within a secure environment. If you have reason to believe that your interaction with us is no longer secure (for example, if you feel that the security of any account you might have with us has been compromised), please immediately notify us of the problem by contacting us in accordance with the “Contact Us” section below.

  • Data Transfers.

Our data centers are located in the United States. If you visit our Website or use the Balto Solution or otherwise provide PI to us then your PI will be processed and stored in the United States, which may provide a different level of data security than in your country of residence. In some cases which we describe above, Balto may share your PI with its data subprocessors such as its cloud hosting provider. Each of these subprocessors are limited to accessing or using this PI to provide their services to Balto only and must provide reasonable assurances that they will appropriately safeguard any PI provided by Balto. Each of these subprocessors using your PI use this data in the United States only.

  • PI of Children

The Website and Balto Solution are not directed to individuals under the age of eighteen (18). If we discover that we have collected PI of individuals under age 18, we will delete that information.

  • Data Protection Rights

If you have these rights under applicable data protection law you can request to know, access, correct, update or delete your personal information by contacting us using the contact details provided under the “Contact us” heading below, and we will fulfill your request in accordance with applicable data protection laws. We may need to verify your identity in order to action your request, including by asking for you to provide a government-issued identification document. Once we have verified you, we will respond and comply with your specific requests. 

You have the right to opt-out of marketing communications we send you at any time. You can exercise this right by clicking on the “unsubscribe” or “opt-out” link in the marketing e-mails we send you. To opt-out of other forms of marketing (such as postal marketing or telemarketing), then please contact us using the contact details provided under “Contact Us”. 

If we need your consent to use your PI under applicable data protection laws then we will ask for your consent at that time and will clearly explain the purpose of our use of your PI. Once given, you may revoke your consent at any time.

We do not Sell Personal Information, as “Sell” and “Personal Information” are defined under the California Consumer Protection Act. 

  • Data Retention and Deletion 

Balto will retain your information as long as we have a legitimate interest or business purpose to retain the information, or as otherwise allowed by applicable law.  If you are an Authorized User then we will retain your Balto Solution login credentials as long as your account is active.

  • Changes to this Notice 

We are constantly trying to improve our Website and the Balto Solution, so this Privacy Notice may need to change. If we change the Privacy Notice then we will notify you here in this Privacy Notice by describing the changes at the top of this Privacy Notice. 

  • Contact Us

If you have any questions about this Privacy Policy or have requests pertaining to your data, please contact us:

by e-mail at
by mail at 1227 Washington Ave., Ste. 200, St. Louis, Missouri 63103
or by phone at 855-GO-BALTO.

We prefer email. Please do not include payment information or sensitive information in your messages to us. Please note that e-mail communications are not always secure.