Avant Excel Global

Trust center

Operational controls, agreed before go-live.

The deployment record names the data path, people with access, retention windows, caller disclosure, human route, failover behavior, and assurance commitments.

01

Caller

Approved disclosure and regional recording rules govern the opening.

02

Managed call path

Intent boundaries, action permissions, escalation triggers, capacity, and failover come from the deployment record.

03

Human route

A named destination receives transfers under the agreed availability behavior.

04

Customer system

Approved actions and mapped fields enter the destinations included in scope.

05

Governed record

Contract terms assign access roles and retention windows to each data type.

  1. caller to managed-call-path: Disclosed call
  2. managed-call-path to human-route: Transfer when required
  3. managed-call-path to customer-system: Approved action and record
  4. customer-system to governed-record: Retention and access rules

Controls follow the deployment record.

Each engagement turns these six domains into named configurations, test evidence, and contract terms before production.

01

Caller and AI controls

The customer approves what callers hear, what the service may handle, and where a person takes over.

  • Opening AI disclosure

    Assigned functions: Conversation Engineering · Language Quality

  • Route to a person

    Assigned functions: Conversation Engineering · Voice Platform Engineering

  • Recording notice and consent configuration by region

    Assigned functions: Security and Data Governance · Conversation Engineering · Language Quality

  • Intent boundary

    Assigned functions: Conversation Engineering · Quality and Evaluation

  • Escalation triggers

    Assigned functions: Conversation Engineering · Voice Platform Engineering · Quality and Evaluation
02

Data path

The engagement documents the hosting region, subprocessors, regional processing, and customer-system destinations.

  • Hosting region named in contract

    Assigned functions: Security and Data Governance · Deployment Management

  • Subprocessors listed before signature

    Assigned functions: Security and Data Governance · Deployment Management

  • Processing outside required region disclosed

    Assigned functions: Security and Data Governance

  • Customer system destinations mapped

    Assigned functions: Integration Engineering · Security and Data Governance
03

Retention and access

Separate rules govern each data type, the people assigned access, and revocation at the end of the engagement.

  • Retention per recording/transcript/record

    Assigned functions: Security and Data Governance · Integration Engineering

  • Named engagement access

    Assigned functions: Security and Data Governance · Deployment Management

  • End-of-contract revocation

    Assigned functions: Security and Data Governance · Live Operations

  • Backup/legal-hold caveats

    Assigned functions: Security and Data Governance
04

Sensitive fields

Avant configures masking or recording suppression for named fields and demonstrates that behavior during evaluation.

  • Masking and recording suppression only for specifically scoped fields

    Assigned functions: Integration Engineering · Security and Data Governance

  • Demonstrated during evaluation

    Assigned functions: Quality and Evaluation · Integration Engineering
05

Continuity

The call flow names an existing queue or number for service interruption and volume above provisioned concurrency.

  • Failover to an agreed existing queue or number during service interruption or above provisioned concurrency

    Assigned functions: Voice Platform Engineering · Live Operations
06

Change and QA

Avant links each production change to test evidence, review, decisions, and rollback in the dated configuration record.

  • Versioned configuration

    Assigned functions: Live Operations

  • Dated changes

    Assigned functions: Live Operations · Deployment Management

  • Transcript/record review subject to consent and retention settings

    Assigned functions: Quality and Evaluation · Security and Data Governance · Live Operations

Register

Current control register.

We use each status to show how a control enters a deployment. A status label does not represent a certification or audit result.

Configured
Defined and tested per deployment.
Contractual
Named in the signed engagement.
Contract boundary
A capability or assurance boundary stated in the agreement.
01

Opening caller disclosure

Wording is approved for the deployment and tested before launch.

Configured
02

Human route and escalation triggers

Destinations and no-answer routing are written into the call flow.

Configured
03

Hosting region

The applicable region must be named in the engagement documents.

Contractual
04

Subprocessor list

The applicable list must be supplied before signature and changes handled under the agreement.

Contractual
05

Recording, transcript, and record retention

Each data type receives an agreed window plus backup and legal-hold caveats.

Configured
06

Named engagement access and revocation

Access roles and end-of-engagement revocation belong in the agreement or security schedule.

Contractual
07

Sensitive-field masking or recording suppression

Only fields explicitly scoped and demonstrated during evaluation are covered.

Configured
08

Capacity and service failover

Existing queue/number behavior is agreed for service interruption and excess concurrency.

Configured
09

Versioned change and post-change QA

Production changes carry a dated version, test evidence, decision entry, and rollback path.

Configured
10

SOC 2, ISO 27001, PCI, HIPAA, and BAA status

Use the assurance statement below without implying equivalent certification.

Contract boundary
11

Monthly availability target and remedies

The target, exclusions, measurement, and service credits exist only when stated in the agreement.

Contractual

Explicit boundary

Current assurance status.

Avant Excel Global does not currently claim SOC 2 or ISO 27001 certification, PCI DSS attestation, HIPAA attestation, or a BAA. Confirm required controls during diligence before defining the pilot scope.

Continuity

Availability target and remedies.

The 99.9% figure is a forward monthly availability target offered in the agreement, subject to agreed exclusions and service-credit terms. It is not a statement of historical uptime.

Continuity

The call flow names an existing queue or number for service interruption and volume above provisioned concurrency.

  • Failover to an agreed existing queue or number during service interruption or above provisioned concurrency

Diligence

Diligence documents for the scoped engagement.

Use this checklist to scope the diligence documents for the proposed deployment and agreement.

  • Security questionnaire response01
  • Deployment data-flow diagram02
  • Subprocessor list03
  • Retention matrix04
  • DPA where applicable05
  • SLA schedule06
Request diligence documents

Start the diligence track.

Route security and procurement questions alongside the pilot so hosting, access, retention, and assurance requirements shape the scope.

Start the diligence track