Jabra Engage AI Privacy FAQ
What is Jabra Engage AI?
Is Jabra Engage AI GDPR compliant?
Is Jabra Engage AI compliant with CCPA?
What is Jabra’s role in relation to GDPR?
What personal data is collected about agents?
What personal data is collected about callers?
Is the personal data collected and stored considered “sensitive data” as per Article 9?
Are agents considered “vulnerable groups” as per Recital 75?
Are callers considered “vulnerable groups” as per Recital 75?
What legal basis is required to use the solution in relation to the callers? Who is responsible for ensuring a legal basis for the use?
What legal basis is required to use the solution in relation to the agents? Who is responsible for ensuring a legal basis for the use?
How is the raw audio analyzed?
What transcription or speech-to-text is performed?
What audio recording is performed?
Where are the analysis results stored?
How is the data protected in transit?
How is the data protected at rest?
How may the Data Controller access, correct, delete, and export their data from the cloud?
a. Jabra Engage AI is a contact center analysis software, empowered by artificial intelligence, that helps contact center agents enhance and improve the customer experience. It analyzes callers’ and agents’ tone of voice in real time to estimate the satisfaction and engagement levels running through both sides of the conversation. Then it displays the sentiment score for the agent live during the call in a simple and fun way, along with prompts and reminders. This enables agents, especially those working hybrid or remote, to self-coach eliminating the need for constant human supervision.
b. Jabra Engage AI is designed to be the best possible privacy solution for these tasks. Raw audio is never moved to the cloud – it is analyzed locally on the PC of the agent. There is no “always on” listening capability, rather the analysis start/stop is controlled by the softphone. No transcription is performed. (details below)
c. Jabra Engage AI does not collect personal data on callers.
d. Jabra Engage AI collects very limited personal data on agents. (details below)
e. Yes.
a. Yes.
b. Yes. Jabra Engage AI complies with CCPA using the same terms as compliance under GDPR. We do not sell information about agents or customers to third parties.
c. Jabra is the Data Processor. The customer is the Data Controller. The full extent of data processing is described in the Data Processing Agreement.
d. Name, email address
e. Time and duration of calls
f. Measurement of the agent tone and other speech metrics such as interruptions.
g. None.
h. No identification of the caller is performed, attempted nor possible based on the Engage AI system. The only data collected about the caller is "customer tone" (score 0-10) based on their sentiment. Jabra Engage AI does not have the ability to identify a caller by name, phone number, or other identifier.
i. No
j. The typical agent would not be part of a “vulnerable group”. It is the customer’s responsibility to determine if any exceptional cases apply.
k. The typical caller (e.g. requesting customer service, needing technical support, or contacted as a sales lead) would not be part of a “vulnerable group”. It is the customer’s responsibility to determine if any exceptional cases apply.
l. The typical legal basis for the use of Jabra Engage AI is “quality and training purposes”. A standard consent for such purposes (active or passive) should be obtained from the caller.
m. In cases where calls are already recorded by another system for these purposes, the existing consent should be sufficient to cover the usage of Jabra Engage AI.
n. The Data Controller is required to ensure a legal basis for using the solution.
o. The typical legal basis for the use of Jabra Engage AI is quality and training purposes to which employers have a legitimate interest. Subject to approval from relevant workers’ unions or councils, no additional consents are necessary.
p. Coaching, training, and performance measurement of agents is a standard part of the agent job. Most call centers record calls for training and quality purposes. Jabra Engage AI supports these existing business practices.
q. The Data Controller is required to ensure a legal basis for using the solution.
r. Jabra Engage AI runs on the agent’s PC and analyzes the raw audio in real-time. Raw audio is not transmitted to the cloud or written to disk. Immediately after the analysis is complete (less than 7 seconds), the raw audio is discarded.
s. The AI engine analyzes the raw audio to identify the tone of voice of the current speaker. The results of the analysis are shown as green/grey/yellow colored bars to indicate whether the speaker sounds positive/neutral/negative in the context of a contact center conversation.
t. The AI engine also analyzes other speech metrics such as interruptions.
u. The analysis start / stop is controlled by the agent’s softphone. By default, no analysis is performed unless instructed by the softphone. Jabra Engage AI does not have an “always on” listening function.
v. No transcription or speech-to-text is performed. The content of speech is unknown.
w. No audio recording is performed.
x. The analysis results, e.g. statistics and metadata, are stored in the cloud. The analysis results are used to populate the agent dashboard and the supervisor dashboard.
y. The cloud service is provided by Jabra.
z. The cloud servers are located in EU and use either Microsoft Azure or Deutsche Telekom OTC
aa. The data is secured using industry standard practices. Data is only transferred by secured channels via HTTPS and WSS.
bb. The data is secured using industry standard practices including SHA256 encryption. Authentication and authorization are provided by Azure WAF and Azure AD identity platform.
cc. The Data Controller may access or export their data through a data API.
dd. The Data Controller may administer users through the user management console.
ee. The Data Controller may access, correct, delete, and export data by contacting us via email: engage_ai_support@jabra.com.
Please note that this FAQ cannot be considered legal advice and no warranty in relation to its content is provided. GN cannot be held liable for the content. In case of any conflict with the applicable terms and conditions, including but not limited to the data processor agreement, the applicable terms and conditions, including the data processor agreement shall prevail.
