Security & Trust

Enterprise-grade security, compliance, and transparency for AI-powered customer experience.

Built for contact centers, BPOs, and regulated industries that require real accountability.

✓ A2P Brand & Campaign Verified ✓ SHAKEN/STIR Approved ✓ Voice Integrity Approved ✓ Wisconsin Trademark: Lumina CX OS & AI Ops Pro ⏳ SOC 2 — In Progress

Core Security Commitments

We take a security-first approach to every layer of the Lumina CX OS platform.

Encryption in transit (TLS 1.2+) and at rest
Role-based access control with multi-factor authentication (MFA)
US-based data processing
No sale of customer data — ever
Clear AI disclosure on every Sophia interaction
Human escalation always available
Continuous health monitoring and incident response

Infrastructure & Architecture

Lumina CX OS is built on a modern, multi-layered architecture designed for reliability and security.

Voice AI layer powered by leading enterprise-grade infrastructure with GPT-4.1 class models
CRM and workflow automation hosted on an enterprise-ready platform
Automation and integration layer with secure webhook validation
Telephony with full A2P registration, SHAKEN/STIR, and Voice Integrity
All administrative access protected by MFA and least-privilege principles
Current subprocessor list available under NDA upon request

Compliance & Certifications

Currently Active

A2P Brand Registration Approved
A2P Campaign Verified
SHAKEN/STIR Approved — July 2026
Voice Integrity Approved — July 2026
Wisconsin State Trademarks — Lumina CX OS & AI Ops Pro

In Progress

TCPA & FCC AI Voice/SMS compliance review with outside counsel In Review
SOC 2 Type I Roadmap Underway
Enhanced AI governance documentation In Progress

We are happy to share our current compliance roadmap and timeline with qualified prospects under NDA.

Data Protection & Privacy

Your data belongs to you. We act as a processor and follow strict principles.

Encryption of data in transit and at rest
Clear data retention schedules for call recordings, transcripts, and CRM records
Customer-initiated data deletion and export capabilities
No training of foundation models on your proprietary customer conversations without explicit agreement
US data residency for core processing
Full Privacy Policy and Data Processing Addendum (DPA) available

Request our DPA: [email protected] or via your account team.

Access Control & People Security

Multi-factor authentication (MFA) enforced for all administrative users
Role-based access control (RBAC) — least privilege by default
Regular access reviews
Secure employee offboarding procedures
Security awareness expectations for all team members with platform access

Monitoring, Reliability & Incident Response

We operate a multi-layered health monitoring system.

Synthetic probes and real-time workflow failure detection
Automated alerting to our operations team
Documented Incident Response Playbook with clear severity levels and escalation paths
Post-incident review process

A public status page is part of our near-term roadmap. Enterprise customers receive proactive notifications for any material incidents affecting their instance.

AI-Specific Trust & Transparency

Sophia is an AI voice agent. We believe transparency builds trust.

Sophia clearly identifies herself as an AI assistant at the start of every call
Callers can request a human agent at any time
Critical or sensitive issues are escalated according to defined criteria
We do not hide the use of AI or synthetic voice
Customers retain control over prompts, routing logic, and escalation rules
We maintain human oversight policies and continuous improvement processes

Full details on our AI disclosure and human escalation practices are available in our compliance documentation.

Request Security Information

Enterprise and mid-market customers often need additional documentation. We are prepared to provide:

Completed security questionnaires (SIG Lite, CAIQ, or custom)
Data Processing Addendum (DPA)
Evidence of insurance (Cyber Liability & E&O)
Architecture and data-flow overview (under NDA)
Current subprocessor list
SOC 2 roadmap and timeline

To request a security packet or schedule a technical discussion:

Email: [email protected]

Subject line: Security Packet Request – [Your Company Name]