LivePerson Technology Privacy Policy

Welcome to the LivePerson Technology Privacy Policy (also known as LivePerson’s Customer Website Privacy Policy). This Privacy Policy applies to you if you visit the website of one of LivePerson’s business customers and LivePerson’s communication technology and/or other engagement technology or services have been implemented on that website. This Privacy Policy also applies to you if one of our business customers uses our technology to initiate a chat session or other communication service with you or otherwise engages with you while you are visiting, or after you visit, a social media website or other third party website. This Privacy Policy applies regardless of whether you are using a computer, a mobile device or other device.

This Privacy Policy does not apply to visitors to LivePerson’s website at www.liveperson.com. For privacy terms applicable to those visitors, please click here. This Privacy Policy also does not apply to users of LivePerson’s expert services platform offered by LivePerson and made available on www.liveperson.com/experts, www.kasamba.com or on third party websites. For privacy terms related to LivePerson’s expert services platform, please click here.
 
The Privacy Policy explains how LivePerson may collect, use, and disclose “Personal Information” and other information we obtain through LivePerson’s communication technology and other engagement technology and services (collectively referred to in this Privacy Policy as “LivePerson’s engagement technology”).
 
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.
 
Use and Acceptance. By using LivePerson’s engagement technology, you agree to this Privacy Policy. If you do not accept this Privacy Policy, you must not use LivePerson’s engagement technology to communicate with or engage with a LivePerson Customer.
 

What does LivePerson do?

LivePerson’s offers a platform that enables our business customers to communication with, interact with, and deliver content to, visitors to their websites and other prospective customers in real-time via chat, voice, email and other communication and delivery methods. We are an Application Service Provider, or “ASP”, and we offer our proprietary technology as a hosted solution to our business customers (referred to in this Privacy Policy as “LivePerson Customers”). As an ASP, we collect information from end users (referred to in this Privacy Policy as “you” or “LivePerson User”) of our LivePerson Customers via our services.

 

What information do we collect from LivePerson Users and how do we collect such information?

 
  • Communication Products and Services. If you engage in a communication with a LivePerson Customer agent using LivePerson’s chat, email, voice or other communication products or services, you may voluntarily provide, or otherwise be asked by the LivePerson Customer to provide, Personal Information such as your name, contact information and other information to facilitate service. You may also be asked to complete a pre- or post-interaction survey hosted by LivePerson in order to allow the LivePerson Customer and LivePerson to obtain valuable feedback. The survey may ask for contact information (e.g., email address), demographic information (e.g., zip code, age or income level) and other information as determined by the LivePerson Customer. By providing Personal Information and other information via LivePerson’s services, you consent to LivePerson collecting and processing such information for the purposes outlined in this Privacy Policy.
     
    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.
     
  • Cookies. LivePerson’s services use cookies (defined in the definitions section below) and other technologies such as pixel tags (defined in the definitions section below) to collect and store information that is generated automatically as you use the services or a LivePerson Customer’s website, including your preferences and anonymous usage statistics.
    Browsers are usually set to accept cookies. However, if you prefer not to receive cookies, you typically have the option of setting your browser to refuse cookies. If your browser is set to refuse cookies, it is possible that some of the functionality offered by LivePerson will not be available or will not work as effectively for you.
 

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.
     
  • Third Parties. LivePerson does not sell, trade or rent Personal Information provided by you in any Transcript, Survey or Recording for direct marketing or any other purpose, except as provided in this Privacy Policy or with your permission. LivePerson does not divulge the content of Transcripts, Surveys or Recordings to third parties other than to LivePerson Customers, service providers performing services on behalf of LivePerson and/or LivePerson Customers, others as provided in this Privacy Policy or with your permission.
     
    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.
     
  • Legal Requirement to Disclose. LivePerson may disclose your information including Personal Information if LivePerson reasonably believes that disclosure: (i) is necessary in order to comply with a legal process (such as a court order, subpoena, search warrant, etc.) or other legal requirement of any governmental authority, (ii) would potentially mitigate our liability in an actual or potential lawsuit, (iii) is necessary to enforce this Privacy Policy, our Terms of Use or our agreement with a LivePerson Customer, (iv) is intended to investigate and prevent unauthorized transactions or other illegal activities, or (v) is otherwise necessary or appropriate to protect our rights or property, or the rights or property of any person or entity.
 

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.
     
  • New Uses of Information. From time to time, LivePerson may use information for new, unanticipated uses not previously disclosed in our Privacy Policy. If our information practices change regarding information previously collected, LivePerson will make reasonable efforts to provide notice and obtain consent to any such uses as may be required by law.
 

Contacting LivePerson

 
LivePerson welcomes your feedback on our Privacy Policy. Please send your comments to privacy@liveperson.com or to: LivePerson, Inc., Attn: Legal Department – Privacy, 475 10th Avenue, 5th Floor, New York, NY 10018.
 

Changes to this Privacy Policy

 
We recommend that you review this policy periodically, as we may update it from time to time. Your use of any LivePerson service offered on the website of any LivePerson Customer following a change to this Privacy Policy represents your consent to the new Privacy Policy to the fullest extent permitted by law.
 

Definitions

 
Cookies are pieces of information that some websites transfer to a visitor’s web browser accessing the website and are used for record-keeping purposes by many websites. Use of cookies makes web-surfing easier by performing certain functions such as saving passwords, lists of potential purchases and personal preferences regarding the use of the particular website, and ensuring that the user does not see the same ad repeatedly.
 
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.

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