Phone answering that stays inside the agreements you already hold
Most of what you assess when you buy phone answering can be changed later. One thing cannot: where your callers’ words end up. This page is about that decision, written for the people who have to approve it.
Short answer. Enquiry 360 is software you licence and run inside your own Microsoft tenant. The calls, the transcripts and the records are created in your environment and stay there, under your access controls and your retention policy. You are the data controller. The Microsoft services it uses are covered by the agreements you already hold. There is no new cloud to assess and no new holder of your callers’ data.
The decision that outlives the others
Price can be renegotiated. Scripts can be rewritten. Hours can be extended. The one decision that is genuinely hard to reverse is where the calls are held, because once a year of recordings, transcripts and caller details sits on somebody’s platform, moving it is a project rather than a change.
It is also the decision that gets made last, and often by default, because it is buried in a schedule rather than on the front page. It is worth pulling forward.
The shape of this arrangement
Enquiry 360 is installed from Microsoft AppSource into your own Microsoft environment. It answers calls on the number you already publish, asks the questions you have configured, and writes each call up as a structured record in your own Microsoft Dataverse.
The Microsoft services it runs on are yours, in your own Azure subscription, billed to you directly by Microsoft at their rates. We add no mark-up to them, so the platform cost and the software cost are two separate, visible numbers rather than one bundled figure.
Nothing new to trust
This is the part worth taking to your information governance colleagues, because it is the part that usually surprises them.
Your organisation already holds agreements with Microsoft. You have already assessed them, already accepted their terms, already decided which regions your data may sit in. This runs under those same agreements, in that same environment, on that same footing.
So the assessment in front of you is smaller than it looks. There is no additional cloud platform to review, no new data path to map, and no further organisation taking custody of what your callers say. The software transmits nothing to us and we hold no copy of it.
Who is accountable for what
| Role | Under what | |
|---|---|---|
| You | Data controller for every caller interaction | Your own policies and lawful basis |
| Microsoft | Your processor for the Azure services in scope | The agreements you already hold, unchanged |
| Maya Information Systems | Supplier of the software. Holds no caller data | The licence, published in full on this site |
| Processor only where you grant support access | Published processor terms, also on this site |
All three documents, the product terms and governance, the licence and the data processing terms, are published openly so your team can read them before speaking to anyone here. Nothing is held back for a later stage of the process.
What we can see
Nothing, unless you grant it. We do not enter your environment on our own initiative.
Where you engage us to configure or support your setup, you grant that access, it is logged, and you can withdraw it. It is directed at your configuration rather than at reading what your callers said. That access is what our published processor terms cover, and it is the only circumstance in which they apply.
What happens when it ends
Your configuration and your data stay exactly where they already are. The questions you wrote, the routing you designed and every record captured through them are in your own environment, and they remain there.
There is nothing to migrate, nothing to request and no waiting on an export. That is worth noting as a consequence of the arrangement rather than as a promise about our conduct: it is true because of where it runs, which means it does not depend on us being helpful on the way out.
The compliance points your team will ask about
- Callers are told. Every call opens by stating that the caller is speaking with an automated assistant. The wording is yours to author, and it cannot be quietly switched off.
- Recording is off until you switch it on. When you do, recordings go to storage you provide and control, and a recording notice is spoken. Retention, access and deletion are yours to set.
- Capture, not adjudication. It takes and routes enquiries. It is deliberately not built to deliver decisions with legal or similarly significant effects on a person, which is what keeps it a limited-risk AI system.
- Your validation rules are applied. Where you have said a field must be a postcode, or an email address, or is mandatory, that is enforced on the call rather than checked afterwards.
- Escalation is on rules you set. Where you have configured somewhere to transfer a caller, it transfers. Where you have not, it says so honestly and closes the call courteously.
Five questions worth putting to any supplier
Including us. These are the ones that separate arrangements quickly, and the answers are usually short.
- In whose tenant does this run, and who can read the records?
- Who decides which region the data sits in?
- What happens to a year of recordings if we leave?
- What does the price do when we have a busy month?
- Can we see the licence and the processing terms today, before a call?
Ask all five of everyone on your list. It is a faster way through an assessment than a questionnaire, and it tells you more.
And it has to actually work
None of the above matters if callers have a poor time. It answers on your existing number, around the clock, in a wide range of languages with a native voice for each. It answers multiple calls at once, so nobody meets an engaged tone. It asks your questions in your order, reads critical values back before it stores them, and puts a caller through to a person where you have said it should.
The quickest way to judge that is not to read about it.
Hear it for yourself. Ring 01924 926000. It is a live line, not a recording, and it takes about a minute.
From £99 + VAT a month, standard setup included. Or read the product terms and governance and where your call data lives.
Frequently asked
Who is the data controller?
You are. The software runs in your own Microsoft tenant, on your own subscription, so every recording, transcript and captured field sits inside your environment under your access controls and your retention policy. Maya Information Systems holds no copy of it.
Do we need a new data processing agreement?
Not for the software itself, because it sends us nothing and we hold nothing. The Microsoft services it uses are covered by the agreements you already hold with Microsoft. Where you ask us to help configure or support your setup, that access is granted by you and is covered by our published data processing terms, which are on this site for your team to read before any conversation starts.
What can Maya Information Systems see?
Nothing, unless you grant it. We do not enter your environment on our own initiative. Where you engage us for setup or support, you grant that access, it is logged, and you can revoke it. It is aimed at your configuration rather than at your callers.
Which region does it run in?
The one you choose, because it is your Azure subscription. If your policy says data stays in the UK, you deploy into a UK region and it stays there.
What happens at the end of the contract?
Your configuration and your data stay exactly where they already are, in your own environment. There is nothing to migrate, nothing to request and no export to wait for. That is a consequence of where it runs rather than a promise about how we behave.
Is call recording on by default?
No. It is off until you switch it on. When you do, recordings are written to storage you provide and control, in your own subscription, and you set retention, access and deletion. A recording notice is spoken to the caller whenever recording is on.
Are callers told they are speaking to software?
Yes, at the start of every call, and it cannot be quietly switched off. The wording is yours to author. This supports the transparency duties that fall on you as the operator, including Article 50 of the EU AI Act where it applies and UK ICO guidance.
Does it make automated decisions about people?
No, and it must not be configured to. It captures and routes enquiries. It is deliberately not designed to deliver decisions with legal or similarly significant effects on an individual, such as refusing eligibility. That boundary is what keeps it a limited-risk AI system rather than a high-risk one.
What does it cost, and what is included?
From £99 + VAT a month, with standard setup included and a call allowance in the plan. Your Microsoft usage is billed to you directly by Microsoft at their rates, with no mark-up from us, so you can see exactly what the platform costs and exactly what the software costs.
Can we assess it before committing?
Ring 01924 926000 and listen to it work. It is a live line rather than a recording and it takes about a minute. The full product terms, the licence and the data processing terms are all published on this site, so your governance team can read them without asking anyone.