Which cloud call center software providers are HIPAA compliant? MFA & Metadata Recording

Which cloud call center software providers are HIPAA compliant, and what does that mean? Let’s talk about Multi-Factor Authentication (MFA), and Metadata Recording.

In the video below, Mike addresses two items that might not be included with all “HIPAA compliant” cloud call center software solutions: Multi-Factor Authentication and Metadata recording. Don’t assume these are included with all “HIPAA Compliant” solutions and if they’re important to your company, you need to add them to your “must have” checklist.

Want Mike’s recommendations on which cloud call center solutions your company should quote? Click below to ask him today.

About Mike

Mike Smith is the Founder and President of AeroCom and has been helping companies with telecom and cloud services since 1999. He has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in Orange County, CA., under 40 years old. You can also hear him as the host of the popular Information Technology podcast, ITsmiths with Mike Smith. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

So your company is shopping for a new call center solution, or should I say contact center solution. That’s the big buzzword out there right now. So you’re shopping for a new solution. Maybe your existing solution is end of life or for whatever reason you have to get something new.

But the one thing is, your new solution, you have to be HIPAA compliant. So the new call center solution has to be HIPAA compliant as well.

Well, what does that mean? What does it mean if your cloud call center solution is HIPAA compliant? What’s on that checklist of things you need to make sure that it has that are HIPAA compliant? Well, I wanted to make a video series about this topic. There’s several things on that checklist. Today, I wanted to cover two things; the multi-factor authentication and also metadata recording.

Fast Answer

But before I get too deep into it, just a quick reminder, if you want to know which cloud contact center vendors your company should be quoting, don’t Google it, just reach out and contact me on email or phone (714.593.0011). That’s my job. More information on that at the end of the video.

Multi-Factor Authentication

So, two items on the list. If you need a contact center solution that needs to be HIPAA compliant, you want to make sure that number one, it has multi-factor authentication. We all know that is a big deal in 2022 and beyond. That’s something that we’re seeing in every single thing that we’re using and you want to make sure that your cloud contact center vendor has multi-factor authentication for all of your agents or anybody logging into the system for obvious reasons. So, definitely include that on your checklist.

Metadata Recording

Another thing that you want to make sure that is on your checklist is metadata recording. What is that?

That sounds like a cool word, but all it means is that the cloud contact center solution has the ability to record more than just phone call taking place. It can also record all the administrative functions that are going on within the call. So if your contact center agent is doing things like they’re talking and they’re actually sending something to the person on the phone, or they’re receiving a picture from the person on the phone, or they are collecting their credit card information or things like that, you can actually record all that information.

Obviously you’re not recording their credit card information, because that’s done through a different portal, but you’re recording what they’re doing on the screen. You’re screen recording. You’re doing the administrative functions. Buttons that they’re pressing within the cloud contact center solution, all that stuff can be recorded. So you want to make sure that the cloud contact center provider is also offering metadata recording, in addition to the normal voice recording.

So just two quick things there that you want to make sure that’s on the checklist when you’re looking for a cloud contact center solution that is HIPAA compliant. I hope that helped a little bit.

Need some recommendations?

Again, if you want to know which cloud contact center solutions your company should be quoting, don’t Google it. You’ll spend hours on Google and you’ll probably still end up with the wrong service providers. Instead, just contact me via email or phone (714.593.0011). This is what I do. I’ve been doing it for 18 years. I’m a broker for all the major cloud contact center solutions and I know all the players in the marketplace and I can tell you within a few questions, which vendors your company should be quoting, which vendors have the best reputation, and I can introduce you to the right people within these companies to get you quotes, see demos. I oversee the quoting process, all that stuff.

The nice thing is if your company finds something that you like and you purchase it from them, that service provider pays me my broker fee so you don’t have to pay me at all. Using me is absolutely free, so there’s no excuse, not to at least reach out. Send me an email. Give me a call. Ask me some questions about which providers I recommend. I’m happy to help.

I hope this video was helpful if it was, don’t forget to hit the like button down below and subscribe to the channel so we can get rid of the advertisements on YouTube. That’d be great, right? Catch you on the next one.