1. What This Privacy Policy Covers

This Privacy Policy applies to information collected through the Contact Center Zone website, including when you:

• browse or read our content;
• use our calculators, tools or other resources;
• complete our contact center technology assessment;
• request a software recommendation;
• contact us;
• subscribe to our newsletter or other email communications;
• participate in surveys, research or other activities we offer; or
• otherwise provide information to us through the website.

We may also link to websites operated by third parties. Those websites have their own privacy policies, and Contact Center Zone is not responsible for their privacy practices.

2. Who We Are

Contact Center Zone is an independent contact center technology research and media business operated by Kurt Decorte.

3. Information We Collect

The information we collect depends on how you use the website.

Information you provide directly

You may provide information such as:

• first and last name;
• email address;
• company name;
• job title;
• phone number;
• company size or number of agents;
• contact center requirements;
• software currently in use;
• technology preferences;
• business or operational requirements;
• budget or purchasing information;
• information provided when requesting a recommendation or vendor contact; and
• other information you voluntarily provide.

Assessment information

If you complete our contact center technology assessment, we may collect information about your contact center and technology requirements so that we can evaluate potential software options and provide recommendations.

Assessment information may include information such as:

• number of agents;
• contact channels;
• inbound and outbound requirements;
• workforce management requirements;
• forecasting and scheduling requirements;
• CRM and other integrations;
• AI requirements;
• quality management requirements;
• reporting and analytics requirements;
• budget;
• implementation requirements;
• current technology; and
• purchasing timeframe.

Information collected automatically

When you visit our website, certain information may be collected automatically, including:

• IP address;
• browser and device information;
• operating system;
• pages viewed;
• referring pages;
• approximate geographic information;
• interactions with the website;
• dates and times of visits; and
• other technical or usage information.

The information collected automatically depends on the technologies and analytics services currently used on the website.

4. How We Use Information

We may use information we collect to:

• operate and maintain Contact Center Zone;
• provide requested content, tools and services;
• respond to questions and requests;
• provide software recommendations;
• evaluate contact center technology requirements;
• improve our website, tools and content;
• conduct research and analysis;
• understand how visitors use the website;
• send newsletters or other communications where permitted;
• administer surveys or research;
• measure the performance of our website and marketing;
• detect, prevent and address fraud, abuse or security issues;
• comply with legal obligations; and
• operate and develop our business.

We may also use aggregated or appropriately anonymized information for research, analysis, benchmarking and publishing purposes. We will not use such information to identify individual visitors.

5. Contact Center Assessment and Recommendations

Our assessment is designed to help businesses evaluate contact center technology based on their requirements.

If you complete the assessment, we may use the information you provide to identify software or technology that may be appropriate for your requirements.

A recommendation does not guarantee that a particular product is the best choice for your business. You should independently evaluate any software before purchasing it.

Vendor contact requests

In some cases, you may have the option to request pricing, additional information or contact from a particular software provider.

If you explicitly request that we connect you with a provider, we may share the information necessary to fulfill that request with the relevant provider.

The provider may then contact you regarding its products or services. Once your information has been provided to that provider, the provider's own privacy policy and terms will apply to its subsequent processing of your information.

We do not represent that every assessment submission will be shared with a vendor.

6. Affiliate Relationships

Contact Center Zone may participate in affiliate programs and other commercial relationships with software providers.

When you click an affiliate link or otherwise interact with an affiliate offer, we or the relevant provider or affiliate network may receive information about that interaction for attribution, reporting or commission purposes.

Our commercial relationships do not mean that a vendor can purchase a positive review.

Our affiliate relationships are disclosed in our Affiliate Disclosure.

7. Email and Newsletter Communications

If you subscribe to our newsletter or otherwise request communications from us, we may use your email address to send:

• newsletters;
• research and analysis;
• new reviews and comparisons;
• software recommendations;
• tools and resources;
• updates relating to your requests; and
• other communications you have requested or that are permitted by applicable law.

You can unsubscribe from marketing emails at any time by using the unsubscribe link included in the message or by contacting us.

Transactional or service-related communications may still be sent when necessary to respond to a request or provide a service.

8. Legal Bases for Processing

Where the GDPR applies, we process personal information using an appropriate legal basis under applicable law.

Depending on the circumstances, this may include:

• your consent;
• performance of a contract or steps taken at your request before entering into a contract;
• compliance with a legal obligation; or
• our legitimate interests, where those interests are not overridden by your rights and freedoms.

The appropriate legal basis depends on the specific processing activity. The GDPR requires organisations to identify a legal basis for processing personal data.

Where we rely on consent, you may withdraw that consent at any time.

9. Cookies and Similar Technologies

Contact Center Zone may use cookies and similar technologies to operate the website, remember preferences, understand website usage, measure performance and, where permitted, support analytics or marketing activities.

Some cookies may be technically necessary for the website to function.

Where consent is required for non-essential cookies, we will request consent through the website's cookie controls.

You can learn more about our use of cookies in our Cookie Policy.

Under EU guidance, technically necessary cookies may generally be used without consent, while other cookies may require consent depending on their purpose and applicable law.

10. Third-Party Service Providers

We may use third-party companies and service providers to operate parts of our business, such as:

• website hosting;
• analytics;
• email delivery;
• forms and assessment technology;
• customer relationship management;
• security;
• website performance;
• affiliate tracking; and
• other technology necessary to operate Contact Center Zone.

These providers may process personal information on our behalf where necessary to provide their services.

We may also share information with third parties when you specifically request that we do so, such as when requesting contact from a software provider.

11. Data Security

We take reasonable technical and organisational measures designed to protect personal information against unauthorized access, loss, misuse, alteration or disclosure.

However, no website, internet transmission or storage system can be guaranteed to be completely secure.

12. How Long We Keep Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing requested services, maintaining business records, resolving disputes, enforcing agreements and complying with legal obligations.

The appropriate retention period may vary depending on the type of information and why it was collected.

Where information is no longer required, we may delete it or anonymize it.

13. International Data Transfers

Some service providers we use may process or store information outside your country or outside the European Economic Area.

Where applicable, we will take appropriate measures required by applicable data-protection law for international transfers of personal information.

14. Your Privacy Rights

Depending on where you live and applicable law, you may have rights concerning your personal information, including the right to:

• obtain information about how your information is processed;
• access your personal information;
• request correction of inaccurate information;
• request deletion of your information;
• request restriction of processing;
• object to certain processing;
• request data portability;
• withdraw consent where processing is based on consent; and
• lodge a complaint with an applicable data-protection authority.

The GDPR provides individuals with rights including access, rectification, erasure, restriction, portability and objection.

To exercise a privacy right, contact us using the information in the Contact Us section below.

We may need to verify your identity before completing certain requests.

15. Children

Contact Center Zone is intended for business and professional audiences and is not directed toward children.

We do not knowingly collect personal information from children where prohibited by applicable law.

16. External Websites

Our website may contain links to software providers, advertisers, affiliate partners, research sources and other third-party websites.

We do not control those websites and are not responsible for their privacy practices, security or content.

You should review the privacy policy of any third-party website before providing personal information.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our website, services, technology, business practices or legal requirements.

When we make changes, we will update the effective date shown at the beginning of this policy.

18. Contact Us

If you have questions about this Privacy Policy, want to exercise a privacy right, or have a complaint concerning our handling of personal information, please contact:

We will review and respond to privacy requests in accordance with applicable law.