Privacy Policy

    This Privacy Policy describes how ConVox collects, uses, stores, and protects personal information when you access our website, platform, products, mobile applications, or any related services (collectively referred to as the “ConVox Platform” or “Services”).

    By registering for, accessing, or using any part of the ConVox Platform, you acknowledge that you have read and agree to the practices described in this Privacy Policy. If you do not agree, please discontinue use of our Services.

    Our registered office: 203, Siri Sampada Hi-Tech, Madhapur, Hyderabad – 500081, Telangana, India.

    1. Scope of This Policy

    This Privacy Policy applies to all individuals and organizations that interact with ConVox, including:

    • Business customers and enterprise clients who subscribe to ConVox solutions
    • Authorized users (agents, supervisors, and administrators) operating within a customer’s ConVox account
    • End-users or callers who interact with businesses using ConVox-powered contact center infrastructure
    • Visitors to our website at www.deepijatel.com or www.convoxcallcentersoftware.com
    • Prospects, partners, and event participants who engage with Deepija Telecom

    2. What Personal Data We Collect

    Personal data refers to any information that identifies or can reasonably be used to identify an individual. ConVox collects the following categories of information:

    2.1 Identity & Contact Information

    • Full name, job title, and employer or organization name
    • Business and personal email addresses
    • Phone numbers and postal addresses
    • Country of residence, region, and time zone
    • Profile photograph (where voluntarily submitted)
    • Social media or professional network profile links

    2.2 Account & Platform Data

    • Login credentials (username; passwords are stored in encrypted form only)
    • Account configuration preferences and feature usage history
    • Call logs, agent activity records, and interaction histories
    • Ticket records, chat transcripts, and workflow data
    • CRM integration data (when ConVox is connected to third-party CRM platforms such as Salesforce, Zoho, or others)

    2.3 Technical & Usage Data

    • IP address, browser type and version, and operating system
    • Device identifiers and session tokens
    • Pages visited, features accessed, and time spent on the Platform
    • Error logs and diagnostic data
    • Cookies and similar tracking technologies (see Section 9)

    2.4 Communication Data

    • Recordings of calls handled through ConVox infrastructure (with applicable consent)
    • Content of support conversations with our teams
    • Dates, durations, and metadata of calls and messages

    2.5 Financial & Billing Data

    • Invoice history and subscription plan details
    • Payment method references (processed entirely by our secure third-party payment gateway; ConVox does not store full card numbers or CVV codes)

    3. How We Collect Your Information

    3.1 Directly from You

    When you register for a ConVox account, submit an enquiry, contact our support team, attend a webinar or event, or fill out a form on our website, you provide us with personal information directly.

    3.2 Automatically Through the Platform

    Our servers, platform infrastructure, and analytics tools automatically capture technical data such as your IP address, browser information, device type, and usage patterns whenever you interact with the ConVox Platform.

    3.3 From Your Customers (End-User Data)

    When a business deploys ConVox for their contact center operations, the platform may process data belonging to that business’s own customers (callers, chat users, etc.). In such cases, the business customer acts as the data controller, and Convox acts as a data processor on their behalf. Businesses are responsible for ensuring lawful collection of their end-users’ data before routing it through ConVox.

    3.4 From Third Parties

    We may receive your contact details from professional event organizers, channel partners, or resellers who have engaged Deepija Telecom to deliver services. We may also receive information if another ConVox user has expressly authorized sharing of contact details to enable a connection or collaboration.

    4. How We Use Your Information

    ConVox processes personal data for the following clearly defined purposes:

    • Account setup, verification, and ongoing access management for the ConVox Platform
    • Delivery, support, and improvement of ConVox products including Call Center Software, IVR, Predictive Dialer, IP-PBX, Omnichannel Contact Center, WhatsApp Solutions, and Voice Logger
    • Processing of subscription billing, invoicing, and payment-related communications
    • Sending service notifications, product updates, and administrative messages
    • Providing promotional communications and product announcements (with your consent; you may opt out at any time)
    • Analyzing platform usage to identify trends, optimize performance, and develop new features
    • Recording support or onboarding calls for quality assurance and team training
    • Generating usage analytics and reporting for business customers within their contracted scope
    • Responding to support requests, complaints, and data rights inquiries
    • Managing disputes, overdue accounts, and legal proceedings where required
    • Fulfilling legal obligations under applicable Indian and international regulations

    We will always indicate which information fields are mandatory and which are optional, along with any consequences of not providing certain data.

    5. Legal Basis for Processing

    We rely on the following legal grounds to process your personal data:

    • Contractual necessity — to fulfil our obligations in delivering ConVox services under your subscription or service agreement
    • Legitimate business interests — to develop, improve, and promote the ConVox platform in a way that does not override your fundamental rights
    • Legal compliance — to meet obligations under Indian law, including the Information Technology Act 2000 (and its amendments), and applicable international regulations
    • Consent — where you have explicitly agreed, such as for receiving marketing communications or for processing call recordings

    Where processing is based on consent, you may withdraw it at any time without affecting the lawfulness of prior processing.

    6. Who We Share Your Data With

    ConVox does not sell, rent, or trade your personal data to any external party for commercial gain. We share data only in the following limited circumstances:

    6.1 Internal Teams

    Authorized Deepija Telecom personnel who need access to deliver and support ConVox services, subject to internal confidentiality obligations.

    6.2 Trusted Service Providers

    Third-party vendors engaged to support our operations — including cloud hosting, payment processing, email delivery, analytics, and telephony infrastructure — who are contractually bound to process data only on our instructions and in accordance with this policy.

    6.3 Business Customer's Own Operations

    For enterprise customers deploying ConVox in their contact centers, certain platform data may be accessible to that customer’s authorized administrators within the scope of their contracted services.

    6.4 Legal & Regulatory Authorities

    Government agencies, regulators, law enforcement, or court-authorized representatives when we are legally required or permitted to do so.

    6.5 Business Transfers

    In the event of a merger, acquisition, asset sale, or corporate restructuring, your data may be transferred to the relevant successor entity. We will notify you of any such change and the applicable privacy terms.

    7. Data Retention

    We retain your personal data only for as long as necessary to fulfil the purpose for which it was collected, or to comply with legal obligations. The following table summarises our standard retention periods:

    Data Retention Table
    Data Category Retention Period
    Customer & active account data Duration of relationship + 4 years
    Prospective customer / lead data 3 years from collection or last contact
    User account & platform activity 3 years from last login or use
    Payment & billing records Duration of subscription  ·  CVV never stored
    Call recording data Maximum 6 months
    Invoice & accounting records 5 years  ·  Indian accounting law
    Web analytics & cookie data Maximum 13 months
    Opt-out & consent records Minimum 3 years from opt-out date
    Data rights requests 3 years from date of request
    Dispute / legal hold data Until resolution + applicable legal period

    Once the applicable retention period expires, data is securely deleted or anonymized in accordance with our internal data lifecycle policies.

    8. Data Security

    We take the security of your information seriously and implement appropriate technical and organizational safeguards to protect it against unauthorized access, loss, alteration, or disclosure. Our security measures include:

    • Role-based access controls and multi-factor authentication for platform access
    • Encryption of data in transit using SSL/TLS protocols
    • Secure on-premise data storage at our Hyderabad data center facility
    • Regular security assessments, vulnerability scanning, and internal audits
    • Staff training on data handling and information security practices
    • Incident response procedures in case of a data breach

    While we implement industry-standard precautions, no system is entirely immune to risk. In the event of a data breach that is likely to affect your rights, we will notify you in accordance with applicable law.

    9. Cookies & Tracking Technologies

    The ConVox website and platform use cookies and similar technologies to enhance your experience, measure traffic, and deliver relevant content. Types of cookies we use:

    • Essential cookies — required for the Platform to function correctly (e.g., login sessions, security tokens)
    • Analytics cookies — help us understand how users navigate the Platform so we can improve it (e.g., Google Analytics)
    • Preference cookies — remember your settings and customization choices
    • Marketing cookies — used to show relevant communications based on your browsing activity (you may opt out)

    You can manage or disable cookies through your browser settings at any time. Note that disabling essential cookies may impair platform functionality. Cookie-based tracking data is retained for a maximum of 13 months.

    10. Your Privacy Rights

    As a user or data subject, you have the following rights over your personal information:

    • Right of Access — request a copy of the personal data ConVox holds about you
    • Right to Rectification — correct inaccurate or incomplete data via your account or by contacting us
    • Right to Erasure — request deletion of your data, subject to legal retention obligations
    • Right to Restrict Processing — request that we limit how we use your data in certain circumstances
    • Right to Object — where processing is based on legitimate interests, you may object at any time
    • Right to Data Portability — receive your data in a structured, machine-readable format for data you have actively provided
    • Right to Withdraw Consent — where processing is consent-based, withdraw consent at any time without penalty
    • Right to Opt Out of Marketing — unsubscribe from promotional emails at any time using the link in our communications; operational messages will continue

    To exercise any of the above rights, please contact us using the details in Section 13. We will respond within 30 days of receiving your request.

    11. International Data Transfers

    ConVox primarily stores and processes data on servers located within India. Where data transfer to a third-party service provider located outside India is necessary (for example, to cloud infrastructure partners), we ensure that adequate safeguards — including contractual data processing agreements — are in place to protect your data in line with applicable Indian law.

    This Privacy Policy is governed exclusively by the laws of India. By using the ConVox Platform, you consent to this jurisdiction.

    12. Children's Privacy

    The ConVox Platform is a professional business-to-business solution intended exclusively for use by individuals aged 18 years and above. We do not knowingly collect or process personal information from minors under the age of 13. If you become aware that a minor has provided personal data through our Platform, please notify us immediately at enquiry@convox.in and we will take prompt action to remove such data.

    13. Grievance Redressal

    If you believe your personal data has been processed in a manner inconsistent with this Privacy Policy, or in violation of applicable data protection law, you have the right to lodge a formal grievance. We are committed to resolving all data-related complaints within 30 days of receipt.

    You also have the right to escalate your complaint to the relevant regulatory or supervisory authority in your jurisdiction if you are not satisfied with our response.

    We encourage you to contact us first so we can address your concern directly and promptly.

    14. Changes to This Policy

    We may update this Privacy Policy from time to time to reflect changes in our products, legal requirements, or industry best practices. When material changes are made, we will update the “Last Updated” date at the top of this document and may notify you via email or an in-platform notification.

    Continued use of the ConVox Platform after any such update constitutes your acceptance of the revised policy. We recommend reviewing this page periodically.

    15. Contact Us

    For any privacy-related questions, requests, or concerns, please reach out to our designated data point of contact:

    Brand:   ConVox — by Deepija Telecom Pvt. Ltd.

    Address:   Prestige High Fields Block T1 30F-3103, Hyderabad, Telangana 500032