Personal Information Defined. LivePerson considers “Personal Information” to include information that alone or when in combination with other information may be used to readily identify or contact you, such as: name, address, email address, or phone number. LivePerson does not consider Personal Information to include information that has been anonymized so that it does not allow a third party to easily identify a specific individual.
What does LivePerson do?
What information do we collect from LivePerson Users and how do we collect such information?
LivePerson maintains transcripts of chats, emails and other written communications conducted between you and LivePerson Customer agents using LivePerson’s engagement technology (collectively, “Transcripts”). LivePerson also maintains copies of surveys (“Surveys”) and LivePerson may, in accordance with applicable law (including laws related to notice and/or consent), record and maintain recordings of voice communications (“Recordings”).
Browser Information and Usage Information. We log web browser information (e.g., Internet Protocol addresses and browser types) and other usage information from the LivePerson Customer’s website such as page view tallies, time spent on each page, geographic location information, page browsing information and operating system information. If the LivePerson User is using a mobile or other device to visit the LivePerson Customer’s website, we may collect hardware information related to the device used by the LivePerson User.
Your browser may be set to limit or prevent any of the browser information described above from being transmitted. If so, certain communication tools and other features and functions offered by the LivePerson Customer on their website may not be available to you.
Information requested by the LivePerson Customer. Depending on the products or services purchased by the LivePerson Customer, LivePerson may, on behalf of the LivePerson Customer, provide feedback and run reports related to the browsing, purchasing and online behavior and activities of LivePerson Users. The LivePerson Customer may provide data (including data related to the LivePerson Customer’s visitors) to LivePerson in order for LivePerson to combine such data with LivePerson’s data for purposes of analyzing such combined data and providing feedback and running reports related to such combined data on behalf of such LivePerson Customer. LivePerson maintains records of all such analyses, feedback and reports.
Also, depending on the products or services purchased by a LivePerson Customer, LivePerson may, on behalf of the LivePerson Customer, obtain from a third party data source commercially available information related to a LivePerson User. LivePerson maintains copies of such information. As mentioned below, LivePerson is not responsible for the privacy practices of any LivePerson Customer or any third party.
How does LivePerson use and disclose information it collects from LivePerson Users?
Transcripts, Surveys and Recordings. LivePerson may access and use Transcripts, Surveys and Recordings for purposes of performing or delivering a service to the LivePerson Customer, providing maintenance or support services for a LivePerson Customer, for training and quality assurance purposes and/or for purposes of improving our services. Third-party service providers retained by LivePerson to perform agent or operator services or other services on behalf of a LivePerson Customer and/or on behalf of LivePerson may also have access to Transcripts, Surveys and Recordings for purposes of performing or delivering a service to the LivePerson Customer, providing maintenance or support services for a LivePerson Customer and/or for training and quality assurance purposes.
LivePerson Customers have access to the Transcripts and Recordings between you and their agents. LivePerson Customers also have access to the Surveys that they conducted with you. LivePerson Customers may download, copy and use such Transcripts, Recordings and Surveys. LivePerson has no control over the privacy practices of LivePerson Customers. You are encouraged to review the privacy practices of LivePerson Customers.
Browser Information and Cookies. We use browser information, cookies and pixel tags to determine whether a chat, voice or email button or other communication service should be deployed on your browser (in order to allow the LivePerson Customer to offer assistance or offers to you or otherwise engage with you). We may also use browser information, cookies and pixel tags on our own behalf and/or on behalf of LivePerson Customers to recognize whether you are a return visitor, to help us improve our product and service offerings, for quality assurance and training purposes, for purposes of performing data analysis and running reports, to help diagnose problems with our servers, to gather broad demographic information, to administer and optimize our services, to deliver marketing or other materials to you on behalf of our LivePerson Customers and for other lawful purposes.
Aggregate Information. We may aggregate information so that it is not Personal Information, and we may use and share such aggregated information for training and quality assurance purposes, for purposes of delivering services to our LivePerson Customers, for purposes of improving our services and for other lawful purposes.
LivePerson Customers may contract with third parties to provide services that connect to or leverage LivePerson’s services. As mentioned below, LivePerson is not responsible for the privacy practices of any LivePerson Customer or any third party.
LivePerson uses third party data facilities, web and data analytics providers, and other third party service providers to perform services related to our services that are routinely handled by such providers. Such providers may store and, if applicable, process Personal Information and other information in keeping with the service that they provide.
Special Notice to LivePerson Users located in countries other than the United States
If you are visiting from the European Union or other regions with laws governing data collection and use that may differ from U.S. law, including those whose privacy laws may be more restrictive than U.S. law, please note that you are transferring your personal data to the United States to LivePerson. By providing your personal data you consent to that transfer.
How does LivePerson protect your information?
Security. Data transmissions over the Internet cannot be guaranteed to be fully and absolutely secure. Our website and our services have security measures in place designed to protect against the loss, misuse and alteration of the information under our control. Our security measures include the following:
Encryption and Firewalls. Chat transcripts are encrypted (defined in the definitions section below) during transmission. We use standard Secure Socket Layer (SSL) encryption that encodes information for such transmissions. All Transcripts and Survey responses are maintained and archived on secure servers. Access to stored data is protected by multi-layered security controls including firewalls, role-based access controls and passwords. No LivePerson Customer is permitted to view another LivePerson Customer’s Transcripts or Survey responses (or the Personal Information contained therein). Data is backed up daily and archives are stored off-site in a secure location.
Other security measures. We offer additional encryption functionality and data masking (defined in the definitions section below) to LivePerson Customers. You should review the privacy practices of the LivePerson Customer to understand the security measures used by the LivePerson Customer.
Additional terms that may apply to your information
Safe Harbor. LivePerson complies with the U.S.-EU Safe Harbor Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of Personal Information from European Union member countries. The company has certified that it adheres to the Safe Harbor Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement. To learn more about the Safe Harbor program, and to view the company's certification, please visit http://www.export.gov/safeharbor/.
LivePerson Customer Websites and other Third-Party Websites. LivePerson’s services are used by our LivePerson Customers on our LivePerson Customers’ websites. LivePerson is not responsible for and does not control the privacy practices of any LivePerson Customer or any third party. Accordingly, we encourage you to review the privacy practices of each LivePerson Customer and other third party.
Business Transfers. In the event that all or substantially all of LivePerson’s assets have been acquired, or in the event of any merger, bankruptcy or reorganization involving LivePerson, all Transcripts, Recordings and Surveys, as well as all other information about you and your use of our services will likely be included in the acquired or merged assets.
Choice Regarding Personal Information. If you elect to engage in any communication session or other engagement session using our services, it is up to you to decide what, if any, information to provide during such session. Depending on your request or the means of communication or engagement it may not be possible for LivePerson or a LivePerson Customer to communicate with you or engage with you or address all of your questions without providing some information. Nevertheless, if you do not wish to furnish certain information, then you should not do so.
Data masking is the process of obscuring (masking) specific data elements within a communication or storage device. Once data is masked the masking cannot be reversed.
Encryption is the process of transforming information into unreadable text so that it is only legible to those possessing an encryption key. The process of making encrypted information readable again is referred to as decryption.
Pixel tags are small graphic images that are embedded in a web page or email for purposes of tracking activity on web pages or whether a user has opened or accessed an email. A pixel tag may be set to identify on what browser and computer it was viewed, whether that browser has cookies received from a server associated with the pixel tag, and whether the web page or email with the pixel tag was forwarded or copied.
Web browser is a software program that allows a user to access, retrieve and view information on the World Wide Web. Examples of browsers include Internet Explorer, FireFox, Google Chrome and Safari.