Syndigo Unveils the First Complete and Composable PXM Solution Purpose-Built for Retailers
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Syndigo Unveils the First Complete and Composable PXM Solution Purpose-Built for Retailers
Learn more Last updated: Nov 15, 2024
Syndigo is dedicated to understanding your needs to enhance our products and services. To achieve this, we may record calls, allowing us to focus fully on the conversation instead of taking notes, and to train our teams for better customer experience. We primarily use Microsoft Teams, but may also use other platforms like Zoom or Google Meet upon request. Recordings may be transcribed and analyzed post-call to further improve our service delivery.
If you want the recording to stop at any time, please let the call host know.
We collect the recording of your voice, video, and any shared screens, a transcript of the call, and your name, email, IP address, and browser type.
We collect this data to (i) ensure we stay focused on our conversation, (ii) accurately capture key details and actions, (iii) train and develop our team, (iv) update customer systems such as our Customer Relationship Management (CRM), and (v) allow team members to review the call.
Remember, you have the right to control your data. We only record the call and process data from the recording if you give us permission, which you can withdraw at any time by asking the host to stop recording.
We may disclose your data to (i) Syndigo companies worldwide; (ii) agencies specializing in user experience, product use and requirements research; and (iii) providers of software for videoconferencing, sales enablement, customer relationship management, data analysis, and call transcription and analysis. These software provider companies are based in the U.S. and Australia.
Please contact privacy@syndigo.com if you want to exercise your rights to:
This privacy notice for call attendees (“Notice”) explains how Syndigo collects, uses, and discloses your personal data when we record a call with you as a potential customer (“Prospect”) or as a current or former customer (“Customer”). It also explains how you can exercise your privacy rights and choices regarding that personal data.
This Notice does not apply to Syndigo’s processing of the personal data of Syndigo employees and contractors who participate in recorded calls. This notice also does not apply to the information learned during calls which is governed by our general Privacy Notice.
The controller is Syndigo LLC and its worldwide affiliate companies.
Syndigo is a global company that provides web-based content management solutions that help businesses access product details and digital assets in real-time (the “Services”). For the purposes of this Notice, the term “Syndigo”, “we”, “us” or “our” refers to Syndigo LLC – a Delaware limited liability company headquartered in Chicago – together with its worldwide affiliates, including but not limited to Syndigo UK Limited, Syndigo Canada Inc, Syndigo Mexico S.A. DE C.V., Syndigo Europe SAS, Syndigo Polska Sp. z o. o., Wisebase GmbH, Riversand Technologies India Private Limited, and Riversand Technologies Europe AG The Syndigo companies are jointly presenting you with this Notice.
When Syndigo records a call, we act as a controller of that personal data, which means that we decide why, whose, how, and what personal data are collected and processed We are primarily responsible for ensuring that the personal data is processed appropriately and in compliance with applicable data protection laws.
When we record a call, we collect data such as the recording of the call, transcript, user identifiers, email address, IP address, browser type, and inferred data. We may use this information to enhance our services, support training, and manage customer relationships. We do not intentionally collect sensitive information or record others without their knowledge. We rely on you to ensure that anyone nearby is informed about and consents to the recording.
When Syndigo records a call, we may obtain the following information from the conference provider (for example, Microsoft Teams or Zoom):
Additionally, when the recording is uploaded to Syndigo’s call recording analysis platform(s), we may derive insights about interactions. Syndigo uses these insights for training purposes, focusing on key areas such as product positioning and objection handling, to tailor our enablement efforts towards the most relevant topics.
Under laws such as the California Consumer Privacy Act (CCPA), this data is categorized as follows: Identifiers (e.g., user identifier, email address, and IP address); Internet or other electronic network activity information (e.g., IP address and the specific web browser used, such as Chrome, Firefox…); Audio, electronic information, and visual information (e.g., call recording); and Inferences (e.g., insights derived from interactions).
Please do not share sensitive information (such as credit card numbers, Social Security number, health information, religious beliefs, or political opinions) during calls, as we do not intend to collect this data or record individuals around you. It is your responsibility to ensure that others nearby are not recorded unintentionally, or that you have informed them of this Notice and obtained their consent for the recording and processing of their personal data.
We process personal data for the following purposes:
If Syndigo, as a controller, collects or processes personal data from a Call Attendee for any purpose not listed above, we will disclose that purpose at the time you provide the personal data.
We record calls with your consent, which you can withdraw at any time by requesting the host to stop the recording or using any settings available in the videoconferencing tool. Withdrawing consent will not affect any recordings or other legal uses of your data made prior to your withdrawal.
We process your personal data from call recordings based on your consent, which Syndigo requests before recording any call. You can withdraw your consent at any time by asking the host to stop the recording or using any settings available in the videoconferencing tool. Withdrawal of consent will not affect the legality of any processing conducted before the withdrawal or any processing based on other lawful grounds.
Syndigo shares personal data with its affiliated companies and select third parties to operate and improve its services while ensuring appropriate safeguards are in place. This may include sharing data with service providers like CRM platforms, videoconferencing tools, and data analysis software, as well as agencies for research purposes. Additionally, Syndigo may disclose data to comply with legal obligations or during business transactions and reserves the right to use aggregated or anonymized data for any legal purpose.
As a global business, Syndigo shares personal data among its affiliated companies and select third parties, ensuring appropriate safeguards are in place.
We share personal data to operate our business, deliver, improve, and customize our Services and sales strategy, and for other legitimate purposes permitted by applicable laws.
To learn how Syndigo ensures the protection of your personal data when sharing it with vendors in jurisdictions other than your own, please read Section 6 below.
We reserve the right to use, transfer, sell and share aggregated or anonymous data for any legal purpose, including analyzing usage trends or seeking compatible advertisers, sponsors, and customers.
Syndigo does not sell or share personal data from recorded calls, as defined under California data protection laws.
As a global company, Syndigo may process your personal data in various countries; however, we implement measures to ensure your data is appropriately protected. These measures include using standard contractual clauses and transferring data only to countries deemed to have adequate protection, such as those that have obtained adequacy decisions or U.S. companies that have self-certified under the Data Privacy Framework.
As a U.S.-based global company, Syndigo may process your personal data in various countries, some of which may have less stringent data protection laws. However, Syndigo has implemented organizational and contractual measures to ensure that your personal data receives an appropriate level of protection. When the personal data is subject to the data protection laws of the European Economic Area, Switzerland or the UK, these measures include:
Adequacy Decisions:
Standard Contractual Clauses:
Data Privacy Framework
Syndigo LLC complies with the EU-U.S. Data Privacy Framework (“EU-U.S. DPF”) and the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. Data Privacy Framework (“Swiss-U.S. DPF”) as set forth by the U.S. Department of Commerce. Syndigo LLC has certified to the U.S. Department of Commerce that it adheres to the EU-U.S. Data Privacy Framework Principles (“EU-U.S. DPF Principles”) with regard to the processing of personal data received from the European Union and the United Kingdom in reliance on the EU-U.S. DPF and the UK Extension to the EU-U.S. DPF. Syndigo LLC has certified to the U.S. Department of Commerce that it adheres to the Swiss-U.S. Data Privacy Framework Principles (“Swiss-U.S. DPF Principles”) with regard to the processing of personal data received from Switzerland in reliance on the Swiss-U.S. DPF. If there is any conflict between the terms in this privacy notice and the EU-U.S. DPF Principles and/or the Swiss-U.S. DPF Principles, the Principles shall govern. To learn more about the Data Privacy Framework (“DPF”) Program, and to view Syndigo’s LLC certification, please visit https://www.dataprivacyframework.gov/.
Syndigo LLC is responsible for the processing of personal data it receives, under the Data Privacy Framework, and subsequently transfers to a third-party acting as an agent on its behalf. Syndigo LLC complies with the Data Privacy Framework Principles for all onward transfers of personal data from the EU, UK, or Switzerland, including the onward transfer liability provisions.
With respect to personal data received or transferred pursuant to the Data Privacy Framework, Syndigo LLC is subject to the investigatory and regulatory enforcement powers of the U.S. Federal Trade Commission. In certain situations, Syndigo LLC may be required to disclose personal data in response to lawful requests by public authorities, including to meet national security or law enforcement requirements.
In compliance with the Data Privacy Framework Principles, Syndigo LLC commits to resolve complaints about our collection or use of your personal data. EU, UK, and Swiss individuals with inquiries or complaints regarding our Data Privacy Framework compliance or this Notice should first contact Syndigo’s Privacy Office using the information in this section.
Syndigo LLC has further committed to refer unresolved Data Privacy Framework complaints to VeraSafe, LLC (“VeraSafe”), an alternative dispute resolution provider located in the United States. If you do not receive timely acknowledgment of your complaint from us, or if we have not addressed your complaint to your satisfaction, please visit https://verasafe.com/public-resources/dispute-resolution/dispute-resolution-procedure/ for more information or to file a complaint. The services of VeraSafe are provided at no cost to you.
Additionally, Syndigo LLC commits to cooperate with the EU Data Protection Authorities, the UK Information Commissioner’s Office, and the Swiss Federal Data Protection and Information Commissioner (as applicable), and to comply with the advice given by such authorities regarding personal data transferred from the EU, UK, and Switzerland. Under certain conditions, more fully outlined on the Data Privacy Framework website, you may invoke binding arbitration when other dispute resolution procedures have been exhausted.
Syndigo uses appropriate technical and organizational measures to protect your personal data.
We retain your personal data only as long as necessary for the purposes for which it was collected, in compliance with our data retention policies. If Syndigo processes your personal data for more than one purpose, we will retain it until the purpose with the longest retention period expires, but we will stop using it for the purpose with a shorter retention period once that period expires.
Our retention periods are aligned with our business needs and industry best practices.
We do not intend to collect the personal data of anyone under 16 years old. If you believe that we have collected such data, contact your call host or email privacy@syndigo.com, and we will delete that information as soon as possible.
You have various rights regarding your personal data collected during recorded calls, including the right to be informed, access, correct, delete, port (transfer), and limit how your data is used, as well as the right to withdraw consent and to not face discrimination for exercising these rights. This Notice explains these rights in detail and how you can exercise them.
You have certain rights with respect to the personal data we obtain in the context of recorded calls. Below you’ll find an explanation of these rights and choices and we explain how you can exercise them.
Right to Know What Happens to Your Personal Data. You have the right to be informed about how we collect, use, share, and retain your personal data. This Notice explains our data processing practices.
Right to Know What Personal Data We Have About You. This is called the right of access. You have the right to ask for details about the personal data we hold about you. This includes confirmation of whether we are processing your data and access to a copy of that data. Once we receive and confirm that the request came from you or your authorized agent, we will also provide to you:
Under some circumstances, we may deny your access request. If we deny your request, we will explain why.
Right to Change Your Personal Data. This is called the right to rectification. You can ask us to correct or complete any inaccuracies in your personal data.
Right to Delete Your Personal Data. This is called the right to erasure, the right to deletion, or the right to be forgotten. You may request the deletion of your personal data. If deletion is not possible for technical or legal reasons, we will consider limiting its use and inform you of the reasons for any denial.
Right to Ask Us to Limit How We Process Your Personal Data. This is called the right to restrict processing. You can ask us to limit the use or storage of your data in certain situations, such as when the data is inaccurate or processing is unlawful.
Right to Ask Us to Stop Using Your Personal Data. This is called the right to object. This is your right to tell us to stop using your personal data. You may also object at any time to the processing of your personal data for direct marketing purposes. We will stop processing the relevant personal data unless: (i) we have compelling legitimate grounds for the processing that override your interests, rights, or freedoms; or (ii) we need to continue processing your personal data to establish, exercise, or defend a legal claim.
Right to Move Your Personal Data. In some cases, you have the right to request and receive a portable copy of your data in a structured, machine-readable format, which you can move or transfer to another organization.
Right to Withdraw Your Consent. If we process your data based on your consent, you can withdraw that consent at any time. This will not affect the legality of any processing prior to your withdrawal.
Right to Non-Discrimination. We will not discriminate against you for exercising your privacy rights. You will not be denied goods or services, charged different prices, or provided a different quality of service because you exercised these rights.
To exercise your privacy rights or ask about Syndigo’s data protection practices, you can contact us by email at privacy@syndigo.com (preferred), through the call host, or by mail at Syndigo LLC, Data Privacy, 141 W. Jackson Blvd., Ste 1375, Chicago, IL 60604, USA. We may need to verify your identity or authority before processing your request and will only use the information you provide for verification purposes. We aim to respond within one month. However, if more time is needed (up to 90 days), we will inform you. If your request is excessive or unfounded, we may charge a fee; however, we will provide an estimate first. If you’re in the EEA, UK, or Switzerland and feel your concerns are not resolved, you can file a complaint with the relevant supervisory authority.
To exercise any of your privacy rights and choices, or inquire about Syndigo’s data protection practices, you may contact Syndigo by:
Email: privacy@syndigo.com (Preferred method);
Contacting the call host;
Mail: Sending postal mail to the address listed below: Syndigo LLC, Data Privacy, 141 W. Jackson Blvd., Ste 1375, Chicago, IL 60604, United States.
Verification of Your Identity: To correctly respond to any privacy request that you may make, we may need confirm that the request is genuinely from you. Therefore, we may require additional information to verify that you are who you say you are. We will only use the personal data you provide in connection with a request to verify your identity or authority to make the request.
Verification of Authority: If you are acting on behalf of someone else, we’ll need proof of your authority, such as a signed permission, power of attorney, or legal guardianship. Alternatively, you may ask the individual to contact us directly using the contact details above to verify their identity with Syndigo and confirm with us that they gave you permission to submit this request.
Response Timing: Please allow us up to one (1) month to reply to your requests from the day we received the request. If we need more time (up to 90 days in total), we will inform you of the reason and the extension period in writing.
If we cannot satisfy a request, we will explain why in our response.
Fees: We do not charge for processing requests unless they are excessive, repetitive, or unfounded. If a fee is necessary, we’ll provide an estimate before proceeding.
Right to Lodge a Complaint with a Supervisory Authority: If you believe your privacy concerns have not been addressed and you are in the EEA, UK, or Switzerland, you have the right to lodge a complaint with the relevant supervisory authority.
We have appointed VeraSafe as our representative in the EU for data protection matters. While you may also contact Syndigo directly, you may choose to contact VeraSafe on matters related to the processing of personal data subject to the EU GDPR. To contact VeraSafe as our EU Data Protection Representative, please use this contact form or reach out via telephone at +420 228 881 031.
Alternatively, you can contact VeraSafe at:
VeraSafe Ireland Ltd
Unit 3D North Point House
North Point Business Park
New Mallow Road
Cork T23AT2P
Ireland
We have also appointed VeraSafe as our representative in the UK for data protection matters. While you may contact Syndigo directly, you may also choose to contact VeraSafe on matters related to the processing of personal data subject to the UK GDPR. To contact VeraSafe as our UK Data Protection Representative, please use this contact form or reach out via telephone at +44 (20) 4532 2003.
Alternatively, VeraSafe can be contacted at:
VeraSafe United Kingdom Ltd.
37 Albert Embankment
London SE1 7TL
United Kingdom
We regularly update this Notice, with the Last Updated Date shown at the top. We encourage you to check this Notice whenever you attend a recorded call with use to stay informed about how we collect and use your personal data.
