Updated: October 3, 2024
Last Reviewed: October 3, 2024
Balto Software, Inc. (“Balto”) 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 www.balto.ai 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 https://baltocloud.com. “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 disclosed 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.
Please read this Privacy Notice carefully to understand our policies and practices regarding your information and how we will treat it. If you do not agree with our policies and practices, your choice is not to use our Website, purchase our goods or services, provide us with your personal information, or otherwise interact with us. By accessing or using this Website, providing us with your personal information, purchasing our goods or services, or otherwise interacting with us, you agree to this Privacy Notice.
As described herein, this Privacy Notice may change from time to time. Your continued use of the Website, our products or services, provision of your personal information, or other interactions with us after we make changes is deemed to be acceptance of those changes, so please check the Privacy Notice periodically for updates.
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:
- PI we collect and why we collect it.
- How we disclose PI and why we disclose it.
- How we use online tracking technologies including cookies.
- General concepts that apply to the PI we collect or receive.
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, including PI, provided are determined by the way the related Client has configured and uses the Balto Solution and are outside of Balto’s control. PI may be contained in the content of communications Client or its Authorized Users generate using the Balto Solution and Balto does not and cannot control the content of such communications when generated. When Balto processes any such content, Balto is as a processor or service provider acting on behalf of Client. Further, Balto limits its use of personal information 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 in order to provide the Balto Solution, By default, the Balto Solution is structured to exclude any content from call center audio recordings and transcriptions that is personal information through a rigorous redaction and scrubbing process that begins as soon as the information is generated. However, subject to due diligence, certain Clients may be allowed to change this default setting so that the Balto Solution will store an unredacted version of call center audio recordings and transcriptions for review by the Client’s Authorized Users. Depending on the PI involved, Balto may require the Client to store such unredacted call center audio recordings and transcriptions outside of the Balto Solution.
WHAT PI WE COLLECT | WHY WE COLLECT THIS PI |
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 may include, as applicable, your first and last name, your contact details (phone number, 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, text messages, newsletters, and company updates, – to personalize the marketing emails or text messages we send you so they are more relevant to you, based on your Website interactions or other interactions with us, – to respond to sales inquiries, demo requests and technical support questions you submit about the Balto Solution, – to communicate with you about job opportunities with us, and – to fulfill any other purpose for which you provide it. |
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. An Authorized User may voluntarily provide us with other contact information, such as phone number, mailing address, employer and job title. | We collect this PI for these business purposes: – to allow you to log in to the Balto Solution and to maintain, customize, and secure your account, – to help maintain the safety, security, and integrity of the Balto Solution and our services, – to communicate with you about your use of the Balto Solution, respond to your inquiries, and communication about other transactional matters, and – to provide the Balto Solution to the related Client and provide support relating thereto. |
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. | We collect this PI for these business purposes: – to present the Website and its contents to you, – 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, including for testing, research, analysis, and product development to develop and improve our products and services. |
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 disclose 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. |
Within the last 12 months, the personal information we have collected or received includes the following categories of personal information set forth under the California Consumer Protection Act, as amended from time to time (the “CCPA”): identifiers, California Customer Records personal information, commercial information, Internet or other similar network activity, geolocation data (not precise geolocation data), sensory data such as audio and electronic information, inferences drawn from other personal information, and, for job candidates, professional or employment-related information and potentially non-public education information. Within the last 12 months, we have disclosed these categories of personal information for the business purposes listed above and in accordance with Section 2 below.
2. How we disclose PI and why we disclose 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. For example, we disclose PI of Website visitors with our website hosting provider to support the operation of our Website. We disclose 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 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 some third-party service providers, who have access to your personal information to perform certain tasks on our behalf:
- 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.
- Google Ads (AdWords): Google Ads (AdWords) remarketing service is provided by Google Inc. You can opt-out of Google Analytics for Display Advertising and customize the Google Display Network ads by visiting the Google Ads Settings page: http://www.google.com/settings/ads
- LinkedIn: LinkedIn remarketing service is provided by LinkedIn Corp. You can opt-out from LinkedIn’s interest-based ads by following their instructions: https://www.linkedin.com/help/linkedin/answer/62931/manage-advertising-preferences?lang=en.
- X (formerly known as Twitter): X remarketing service is provided by X Corp. You can opt-out from X’s interest-based ads by following their instructions: https://help.x.com/en/safety-and-security/privacy-controls-for-tailored-ads
- Facebook: Facebook remarketing service is provided by Meta Platforms, Inc.. You can learn more about interest-based advertising from Facebook by visiting this page: https://www.facebook.com/help/516147308587266. To opt-out from Facebook’s interest-based ads, follow these instructions from Facebook https://www.facebook.com/help/568137493302217. Facebook adheres to the Self-Regulatory Principles for Online Behavioural Advertising established by the Digital Advertising Alliance. You can also opt-out from Facebook and other participating companies through the Digital Advertising Alliance in the USA http://www.aboutads.info/choices/, the Digital Advertising Alliance of Canada in Canada http://youradchoices.ca/ or the European Interactive Digital Advertising Alliance in Europe http://www.youronlinechoices.eu/, or opt-out using your mobile device settings.
- AdRoll: AdRoll remarketing service is provided by Semantic Sugar, Inc. You can opt-out of AdRoll remarketing by visiting this AdRoll Advertising Preferences web page: http://info.evidon.com/pub_info/573?v=1&nt=1&nw=false.
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 small electronic files known as web beacons (also referred to as clear gifs, pixel tags, and single-pixel gifs) (“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. You can set your browser to refuse all or some browser cookies, or to alert you when cookies are being sent. Please note that certain features of the Website will not be available or will not function properly once cookies are disabled. For further information about cookies and how to manage them, please visit www.allaboutcookies.org.
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 https://tools.google.com/dlpage/gaoptout?.
4. General. This section outlines general concepts that apply to the PI we collect or receive.
- 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 disclose your PI to its data subprocessors such as its cloud hosting provider.
- Text Messaging Terms
By providing Balto your phone number or otherwise providing your consent to receive marketing text messages from Balto, you agree and authorize Balto (and entities or individuals working on Balto’s behalf) to deliver or cause to be delivered advertisements or telemarketing messages via text message to you, including through an automatic telephone dialing system at the phone number you provided to Balto. You are not required to provide such authorization as a condition of purchasing any property, goods, or services from Balto. You further understand and agree you are electronically signing the above authorization, which will have the same force and effect as a manual signature, and consent to provide such authorization by electronic means. Message and data rates may apply. Message frequency varies. You can opt out of receiving text message at any time by texting “STOP”. To submit a request to opt-out, you can also contact us in accordance with the “Contact Us” section below. This type of opt out does not apply to information provided to Balto as a result of a product purchase, product service experience, or other transactions.
- PI of Children
The Website and Balto Solution are not directed to individuals under the age of eighteen (18). We do not knowingly collect personal information from individuals under age 18. If you are under 18, do not use or provide any information on the Website or on or through any of its features/register on the Website or provide any information about yourself to us, including your name, address, telephone number, email address, or any screen name or user name you may use. If we discover that we have collected PI of individuals under age 18, we will delete that information. If you believe we might have any information from or about an individual under 18, please contact us at privacy@balto.ai.
- Data Protection Rights
If you have these rights under applicable data protection laws 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. Your request must provide sufficient information that allows us to reasonably verify you are the person about whom we collected personal information or an authorized agent of such person and describe your request with sufficient detail that allows us to properly understand, evaluate, and respond to it.
We may need to verify your identity in order to action your request. We may request certain information for verification purposes. We will use this information to verify your request is a permitted request, such as by matching your name and address with information in our records. Depending on the type of request, we may require a certain number of data points to allow for verification. Once we have verified you, we will respond and comply with your specific requests.
Only you, or a person properly authorized to act on your behalf, may make a request related to your personal information. If you use an authorized agent to submit a request, we may require the authorized agent to provide proof that you gave the agent signed permission to submit the request. We may also require you to verify your own identity directly with us or directly confirm with us that you provided the authorized agent permission to submit the request.
If we deny your request, you may have the right to appeal our decision. Further, if you appeal and your appeal is denied, you may the right to complain to your state’s attorney general. You may appeal your decision by contacting us at privacy@balto.ai.
You also 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” or unsubscribe from these communications from using the unsubscribe mechanism contained within them.
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 have the right to revoke your consent at any time.
We do not Sell personal information, as “Sell” is defined under the CCPA and similar U.S. state privacy laws. Since we do not Sell personal information, we do not have actual knowledge that we Sell personal information of consumers under 16 years of age.
Further, we do not collect any Sensitive Personal Information from consumers, as “Sensitive Personal Information” is defined under the CCPA and similar U.S. state privacy laws. However, as discussed above, the specific types of information, including PI, provided within the Balto Solution are determined by the Client and are outside of Balto’s control. As such, PI, including Sensitive Personal Information, may be contained in the content of communications Client or its Authorized Users generate using the Balto Solution. When Balto processes any such content, Balto is as a processor or service provider acting on behalf of Client. To make a request with respect to any of your PI, including Sensitive Personal Information, contained within such content, you will need to contact the Client directly.
We do not Share any personal information with third parties for Cross-Context Behavioral Advertising or Targeted Advertising, as “Share” and “Cross-Context Behavioral Advertising” are defined under the CCPA and as “Targeted Advertising” is defined under similar U.S. state privacy laws.
We will not discriminate against you for exercising any of your data protection rights. Unless permitted by applicable laws, in connection with you exercising your rights, we will not deny you goods or services, charge you different prices or rates for goods or services, provide you a different level or quality of goods or services, or suggest that you may receive a different price or rate for goods or services or a different level or quality of goods or services. However, we may offer you certain financial incentives permitted by applicable laws that can result in different prices, rates, or quality levels. Any legally-permitted financial incentive we offer will reasonably relate to your personal information’s value to us and contain written terms that describe the program’s material aspects. Participation in a financial incentive program requires your prior opt in consent, which you may revoke at any time.
- Data Retention and Deletion
We will retain your Personal Data for the period necessary to fulfill the purposes outlined in this Privacy Notice unless a longer retention period is required or allowed by law. If you are an Authorized User then we will retain your Balto Solution login credentials as long as your account is active.
The criteria used to determine our retention periods include:
– The length of time we have an ongoing relationship with you and provide requested products or services to you;
– Whether there is a legal obligation to which we are subject (for example, certain laws require us to keep records of your transactions for a certain period of time before we can delete them); or
– Whether retention is advisable in light of our legal position (such as in regard to applicable statutes of limitations, litigation, or regulatory investigations).
- Other Sites
The Website may contain links to other sites, including those of our business partners. We are not responsible for the content or privacy and security practices and policies of these websites or any other sites that are linked to from our Website, or any damage to, or viruses that may infect your computer equipment or other property, or for any loss or corruption of data resulting from any third party website navigated to or accessed from links hosted on or contained in our Website. If you decide to access any website linked to in our Website, you do so entirely at your own risk. We do not guarantee that you will receive an alert when you leave our Website, and it is your responsibility to determine when you have left the Website. Any personal information you provide on linked pages or applications is provided directly to that third party and is subject to that third party’s privacy policy. We encourage you to learn about their privacy and security practices and policies before providing them with personal information.
- Changes to this Notice
We are constantly trying to improve our Website and the Balto Solution, so this Privacy Notice may need to change. It is our policy to post any changes we make to this Privacy Notice on this page. The date the Privacy Notice was last updated is identified at the top of the page. You are responsible for periodically visiting our Website and this Privacy Notice to check for any changes.
- Contact Us
If you have any questions about this Privacy Notice or have requests pertaining to your personal information, please contact us:
by e-mail at privacy@balto.ai
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.