The Benefits of Call Recording for the Healthcare Industry using Microsoft Lync

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Adrian Alexander Morris
8 years ago
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1 The Benefits of Call Recording for the Healthcare Industry using Microsoft Lync 1

2 What are the Benefits of Call Recording to the Healthcare Industry? Privacy is essential in the healthcare industry and call recording, along with other technologies, can help those in the industry to reduce their operating costs and provide a much higher quality of services to patients. Call recording has been used for years in call centers and has finally been introduced into the healthcare industry. There are a number of benefits to using this technology in any business, particularly in the healthcare industry. One of the main benefits is the assurance of quality. When inbound and outbound calls are recorded, administrators can rest assured that the information they want communicated is being done so effectively. They can listen to calls so that they know what is and is not being said and sharing those calls with staff will help to train other employees on how to handle certain calling issues. There is also greater liability protection with recording calls. It is easy to locate certain conversations and play those conversations back to ensure that proper steps were taken. In cases where litigation has ensued, these calls can be used to help the business to provide information about the conversation that has taken place. Providers can also use recordings to show proof of calls. Those providers who charge their patients for not showing up for scheduled appointments without a rescheduling call can check to see which patients have called and which ones are to be charged for the no show. HIPAA (Health Insurance Portability and Accountability Act) creates and defines new regulations and processes relating to patients healthcare information and provides civil and criminal penalties for failing to adequately protect them. Patient healthcare information includes not only patient records but also conversations about a patient between nurse and physician, nurse to patient, staff to insurance companies and many other departments. Mention HIPAA to the Communications Manager and they will get the appropriate departments involved, including Risk Management. Note: HIPPA Rules do not require covered entities to record their calls; however, if a covered entity does record their calls then the rules mentioned are applicable to the information recorded. There are no recorders that are HIPPA Compliant. Compliance is achieved through the proper configuration and data management. See the HIPPA Act to determine if your organization is covered. 2

3 Why recording Microsoft Lync is different? Record Areas Never Recorded Before because it was not economical to do so LYNC allows for anyone in the enterprise to be recorded not just agents Previously recording was thought to be the domain of the contact center only with Microsoft Lync that is no longer the case. Lync allows any client to be targeted no matter what type of license they have and therefore provides the ability to record anyone at any time anywhere in the enterprise. Easily record anyone in the enterprise including Mobile or Remote and branches Record any User / Department / Location Economically No Additional Lync licenses required. Reception, HR, Security, Claims, Billing and operating rooms are all viable recording areas. Microsoft Lync supports numerous voice codecs. RTA, G.711, G.729, Siren, G.722, G.722 Stereo, G and can change the codec (the transport over the network) on the fly. Make sure the recorder can support Dynamic codec switching including Microsoft RTA. When Lync switches audio codecs due to network quality issues, SmartTAP will auto adjust without affecting the quality of the recorded call. SmartTAP supports this requirement. SmartTAP can insure that you can Record ANY combination of LYNC enabled devices including Mobile Phones regardless of location or call scenario. 3

4 AudioCodes SmartTAP Compliments Microsoft Lync Recording Customers will often ask: How is SmartTAP different from the recording built into the Lync client? The client is capable of recording but only internal calls and manually triggered by the user. As a result, this will not satisfy the requirements in any Compliance, Financial, Medical or any other security conscious environment. Feature SmartTAP Microsoft Lync Record Client to Client * Record All Call types including Mobile Centralized Management / Storage Encryption & Compression Compliance Multi-level security access control Quality Management HTTP Live Call Monitoring * Call only visible to local client and requires user initiation Highly Flexible The diagram below highlights the flexibility of SmartTAP. In the diagram, SmartTAP is installed in a central site London and additional installed in NY, Germany & Sydney all networked together and managed from the central site. Multi site health centers benefit from this capability. 4

About SmartTAP SmartTAP is a fully IP-centric application that utilizes open standard protocols like SIP, HTTP, MSCP and SNMP as well as the latest design technologies.

Access the solution from any HTML compliant device (PC, tablet, Smart Phone, etc ) to configure, manage, live monitor and access recordings for playback.

5 About SmartTAP SmartTAP is a fully IP-centric application that utilizes open standard protocols like SIP, HTTP, MSCP and SNMP as well as the latest design technologies. It can be used for recording not only Lync but also any other IP or TDM interface at the same time. Access the solution from any HTML compliant device (PC, tablet, Smart Phone, etc ) to configure, manage, live monitor and access recordings for playback. History in Call Recording AudioCodes has a long history in call recording with 90% Market Share for Enabling Technology and by shipping over 200,000 blades and 3 million ports of call recording worldwide. As a leader in VoIP and call-recording technology, AudioCodes recognized the advantage of Microsoft Lync in the enterprise. With SmartTAP, AudioCodes extends its product offering to include a complete Microsoft Lync 2013 & 2010 qualified call-recording solution. Not just a luxury, recording is an important part of key business operations. There are many reasons to have the option to record communications; including voice calls, regulatory compliance, customer satisfaction, public safety, training, liabilities, and verification are just some of the many business drivers. 5

6 About AudioCodes AudioCodes Ltd. (NasdaqGS: AUDC) designs, develops and sells advanced Voice over IP (VoIP) and converged VoIP and Data networking products and applications to Service Providers and Enterprises. AudioCodes is a VoIP technology market leader focused on converged VoIP & data communications and its products are deployed globally in Broadband, Mobile, Enterprise networks and Cable. The company provides a range of innovative, cost-effective products including Media Gateways, Multi-Service Business Routers, Session Border Controllers (SBC), Residential Gateways, IP Phones, Media Servers and Value Added Applications. AudioCodes underlying technology, VoIPerfectHD, relies on AudioCodes leadership in DSP, voice coding and voice processing technologies. AudioCodes High Definition (HD) VoIP technologies and products provide enhanced intelligibility and a better end user communication experience in Voice communications AudioCodes Ltd. All rights reserved. AudioCodes, AC, HD VoIP, HD VoIP Sounds Better, IPmedia, Mediant, MediaPack, OSN, SmartTAP, VMAS, VoIPerfect, VoIPerfectHD, Your Gateway To VoIP and 3GX are trademarks or registered trademarks of AudioCodes Limited. All other products or trademarks are property of their respective owners. Product specifications are subject to change without notice. 6

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