Privacy Policy

This Privacy Policy explains how Omnel Pvt Ltd("Omnel", "we", "us", "our") collects, uses, shares, and protects information in connection with the Omnel website, mobile applications, and conversation intelligence platform (together, the "Service"). Omnel is a business-to-business (B2B) product used by organisations and their staff. It records and analyses sales and customer conversations, including audio, to produce insight, CRM updates, and follow-ups.

Because the Service records conversations, please read the sections on microphone use, consent, and data retention carefully.

1. Who we are and our role

Omnel Pvt Ltd is registered in India. For the conversation data that a business submits or captures through the Service, the business is the data controller (or data fiduciary under the DPDP Act, 2023) and Omnel acts as its processor (data processor), handling that data on the business's instructions under our agreement with it. For account information about the business's staff who use the Service, and for information collected through our website, Omnel acts as the controller.

If you are an individual whose conversation was recorded, the business you were speaking with decides how that recording is used. Please direct requests about such recordings to that business; we will support them in responding.

2. Information we collect

• Conversation data. Audio recordings of conversations captured in person through our mobile app, and phone or telephony recordings that a business connects or uploads; the transcripts of those conversations; and the structured insights we derive from them (for example intent, objections, competitor mentions, questions, sentiment, and outcome).
• Account data. Names, work email addresses, role, and login credentials of the staff members (for example sales reps and managers) whom a business adds to the Service. Staff accounts are created and managed by the business, not by the individual.
• Device and permission data. Microphone access (see section 3), device model, operating system, app version, and similar technical information needed to run the app.
• Usage and log data. Log records, IP address, and diagnostic information about how the Service is used, for security and to keep the Service working.
• Website and enquiry data. Information you provide when you contact us, request a demo, or book a call.

The Service is not directed at consumers and is not intended for children. We do not knowingly collect data from anyone under 18.

3. Microphone and recording

The mobile app requests microphone permission for a single purpose: to record the conversation that the user chooses to capture, so it can be transcribed and analysed. Recording happens only when a user starts it in the app; the app does not record in the background or without the user initiating it. If microphone permission is declined, the in-person recording feature will not work.

4. How we use information

• To provide, operate, secure, and improve the Service.
• To transcribe conversations and generate insight, CRM updates, quality scoring, coaching, and follow-up drafts for the business.
• To let a business search and ask questions across its own conversations.
• To provide support and respond to enquiries.
• To improve our models and features, including the accuracy of speech recognition and analysis, on our customers' data as permitted by our agreements with them.
• To comply with law and enforce our terms.

5. Consent and lawful basis

The business that uses Omnel is responsible for providing any required notices to, and obtaining any required consent from, the people in its conversations before recording, and for using the Service in line with all applicable recording, privacy, and data-protection laws. The Service provides controls to help businesses do this. We process conversation data on the lawful basis established by the business, and account and website data on the basis of contract, legitimate interests, and consent as applicable under the Digital Personal Data Protection Act, 2023 (DPDP).

6. How we share information, and our sub-processors

We do not sell personal data. We share information only as needed to run the Service: with vetted third-party service providers (sub-processors) acting under contract and data-processing terms, when required by law, and on the instructions of the business that controls the data. We require our AI and transcription providers to operate under terms that do not permit them to use your conversation data to train their own models.

Our current categories of sub-processors are:

• Speech-to-text / transcription providers.
• AI / large language model providers for analysis.
• Cloud hosting, database, and audio storage providers.
• Messaging providers used to deliver follow-ups.
• Website hosting and basic diagnostics.

A current list of named sub-processors is available on request from hi@omnelai.com.

7. Data retention

By default we retain audio recordings and transcriptstogether with the derived insights, because quality assurance and coaching depend on the audio and because it improves the accuracy of the Service. Retention periods can be configured by the business. We keep data for as long as needed to provide the Service and to meet legal obligations, and we delete or anonymise it after that or on a valid deletion request (see section 8).

8. Deleting data and your rights

Staff accounts are managed by the business: a business administrator can add or remove its reps at any time, which disables that person's access. To request deletion of personal data, or to exercise rights of access, correction, or objection where they apply under the DPDP Act, use our data deletion page or email hi@omnelai.com. If you are an individual whose conversation was recorded, please also contact the business you spoke with, since it controls that data. We respond to valid requests within a reasonable time and no later than the period required by law.

9. Security

We use administrative, technical, and organisational measures designed to protect data, including encryption in transit and at rest, access controls, role-based access, and least-privilege practices. No method of transmission or storage is completely secure, but we work to protect your information and to notify affected parties and authorities of significant incidents as required by law.

10. International transfers

Some of our sub-processors may process data outside India. Where that happens, we take steps to ensure the data remains protected and the transfer is permitted under applicable law.

11. Changes to this policy

We may update this policy from time to time. If we make material changes we will take reasonable steps to notify affected businesses. The date at the top shows when it was last updated.

12. Contact and grievances

For any question or complaint about privacy, or to reach our Grievance Officer under the DPDP Act, contact:

The Grievance Officer, Omnel Pvt Ltd
hi@omnelai.com
Phone and WhatsApp: +91 98105 60673