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Privacy Policy — RoamCX

Effective date: 16 July 2026

RoamCX is a mobile application for Amazon Connect, developed and operated by Roamcx Limited, a company registered in England and Wales, company number 17322193 (“we”, “us”, “our”). This policy explains what data the RoamCX app and service process, why, and your rights. It is written for the agents who use the app and the organisations that deploy it.

The service model

RoamCX is a business-to-business application. Your organisation provides your sign-in account and operates its own Amazon Connect contact centre instance. Call and task content — audio, recordings, and transcripts — is handled within your organisation's own Amazon Connect environment under your organisation's policies. RoamCX connects you to that environment; we do not operate it.

Data we process

Account and identity data. You sign in with your work account through your organisation's identity provider (for example, Microsoft Entra ID or another single sign-on service your organisation uses). We process your work email address / user principal name and authentication tokens to establish and maintain your session. Authentication is performed by your organisation's identity provider; we do not receive or store your password.

Call and session metadata. To route calls and tasks to your device, our service processes operational metadata: contact identifiers, phone numbers dialled or received, call state and timing, task identifiers and titles, and your agent availability state.

Device push tokens. We process Apple Push Notification service (APNs) tokens for your device so that incoming calls and task alerts can reach you.

Diagnostic data. Our service generates technical logs — connection events, error states, and call setup timing — used solely to operate, secure, and improve the service.

Call audio. Call audio is relayed in real time between your device and your organisation's Amazon Connect instance in order to provide the call. We do not record calls. Call recording, if any, is performed and stored by your organisation's Amazon Connect environment under its own retention policies.

What we do not do

We do not sell personal data. We do not use your data for advertising. We do not track you across other apps or websites. The app contains no third-party advertising or analytics SDKs.

Where data is processed

Our service infrastructure runs on Amazon Web Services in the Europe (London) region (eu-west-2). Authentication is performed by your organisation's own identity provider under your organisation's tenancy.

Legal bases

Where UK or EU data protection law applies, we process the data described above as necessary for the performance of the service contracted by your organisation, and, in the case of diagnostic and security logs, under our legitimate interest in operating a secure and reliable service. Your organisation is the data controller for its contact centre data; Roamcx Limited acts as a processor of the data described in this policy on your organisation's behalf.

Retention

Session and signalling data is transient and retained only for as long as needed to provide the service. Diagnostic logs are retained for up to 90 days and then deleted. Push tokens are retained while your device remains registered and are removed when superseded or on sign-out.

Your rights

Under UK and EU data protection law you have rights of access, rectification, erasure, restriction, and objection in respect of your personal data. As most data processed through RoamCX is controlled by your organisation, requests are typically routed through your organisation's own processes; you may also contact us directly using the details below.

Changes to this policy

We may update this policy from time to time. The effective date above reflects the latest revision. Material changes will be reflected on this page.

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