Technology and Infrastructure

Technology and Security

Our Infrastructure

Overview: RelateCare utilizes the latest release of Unified Communications and Contact Center solutions, enabling our customers to connect with the right agent at the right time across their preferred method of communication. Our infrastructure provides the latest feature-sets and geographic redundancies to empower our agents and automated services to best meet your needs.

Avaya: Our Avaya Aura and Contact Center Solutions include omni-channel enablement, allowing us to track all interactions and deliver insights to each agent whether as a phone call, text message, email, or web-chat. Avaya Experience Portal and Proactive Outreach Manager deliver patient focused and secured self-service and patient notifications with HIPPA compliance at the forefront of every campaign.

Microsoft: Microsoft Office 365 empowers all of our consultants with the collaborative tools they require to assess, analyze, and provide recommendations to our customers.

Skype: As a cloud based solution, Skype for Business also enables our clients to collaborate from any location and any device to share information during the course of each engagement.

Integration - how we connect to client sites:

RelateCare’s IT staff is ready to support each of our customers with customized solutions to include:

  • Direct Network Connectivity over VPN or MPLS
  • PC Based VPN Access
  • VDI access via Citrix, VMware Horizon, and others
  • Secure SIP and WebRTC across existing internet connections with TLS encryption
  • Local or toll-free call forwarding access (voice only)

Data and Reporting

Standard and customized reporting is available to all RelateCare customers. Our Business Intelligence teams deliver continuous Key Performance Indicator (KPI) reports directly to our customers to outline trends and insight into how the center is performing.

RelateCare’s own intriniti dashboard enables real-time access to the contact center’s performance via any web browser. Each customer is provided their own access account upon request.

RelateCare’s Workforce Management (WFM) and Quality Assurance (QA) teams provide consistent support to both RelateCare staff and our client base, regardless of the contact center location. Our Workforce Management team delivers best-in-class forecasting and scheduling recommendations while ensuring agent adherence through real-time monitoring. Our Quality Assurance team ensures all agents deliver a consistent and confident experience to every patient.

As an added layer of support, drill-down information is available upon request to review and investigate specific calls.

Compliance

The ISO/IEC 27000 family of standards helps organizations keep information assets secure. Using this family of standards will help your organization manage the security of assets such as financial information, intellectual property, employee details or information entrusted to you by third parties.

ISO/IEC 27001 is the best-known standard in the family providing requirements for an information security management system (ISMS). ISMS is a systematic approach to managing sensitive company information so that it remains secure. It includes people, processes and IT systems by applying a risk management process.

RelateCare’s ISMS team consists of members from all departments to ensure data security to include various employee processes, activity tracking, change management, and information access control.

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