Select Telecom offers the ability to record calls and analyze them through our Conversation Intelligence (CI) feature. It provides valuable insights and improves the quality of customer interactions – but it also requires a high level of transparency and data security. Here's how it works.

Call Recording – for Users and Call Groups

What does the law say?

In Sweden, at least one party in the conversation must be aware that recording is taking place. This means it is legal to record calls without informing the other party, but we always recommend notifying the caller. This contributes to a safer and more professional experience.

How are recordings stored?

All audio files are stored with strong encryption on servers in Sweden 🇸🇪, which means the data never leaves the EU. Only your organization has access to your recordings – Select Telecom has no ability to listen to or download them through the system.

Who has access to the recordings?

• User recordings: Only the user themselves has access.
• Call group recordings: Access can be controlled via permissions. For example, a supervisor may have access to all calls within the group, while agents can only see their own.
• Admins with the "Complete Search & Play Access" permission: Can search for and play back all recordings, regardless of type.

Conversation Intelligence (CI) – Transcription & AI Analysis

What is Conversation Intelligence?

CI is an add-on service that automatically:

• Records calls
• Transcribes the call to text
• Summarizes the content using AI
• Enables search within transcriptions

How is data handled?

• Audio data is stored in Sweden, just like standard call recording.
• Transcription and summarization are performed using external AI services, which run on servers in the USA. Audio files are processed in the USA for transcription, but no data is stored there after the transcription is complete.
• Data transfers are encrypted and sent to providers that are SOC 2 certified and compliant with the EU Standard Contractual Clauses (SCC) for data transfers to third countries.
• The entire process complies with the EU’s GDPR requirements.

Who can read the transcriptions?

• User calls: Only the user themselves.
• Call group calls: Access is controlled by permissions (e.g. supervisor vs. agent).
• Admins with the "Complete Search & Play Access" permission have full access to the call recordings, but do not have access to the transcriptions. It is therefore not possible for an admin to search within another user's transcriptions.
• Select Telecom has no access to any audio files or transcriptions of calls.

GDPR and Data Security

Select Telecom processes all personal data in accordance with applicable data protection laws.

• Your data is your data: All customer data is handled based on principles of integrity, confidentiality, and availability.
• Customer data is not exposed to unauthorized parties.
• All third-party processing is documented and regulated through data processing agreements and SCCs.

Do you have questions?

Contact our support team directly in the portal. You can also request detailed information about our data processing practices and the third-party providers we use.