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News : AG Nessel Announces New Efforts to Stop Robocalls from Disrupting Hospitals

#contactcenterworld, @fcc

Lansing, MI, USA, Dec 29, 2020 -- Recommendations on how the telecom industry, hospitals and the federal and state governments can prevent illegal robocalls from disrupting communications in hospitals were presented to the Federal Communications Commission (FCC) recently by a federal advisory committee, which includes Michigan Attorney General Dana Nessel’s office.

The Hospital Robocall Protection Group (HRPG) issued its report to the FCC on December 14, outlining best practices for preventing unlawful robocalls from being made to hospitals.

The report was a requirement established for the HRPG under the Pallone-Thune Telephone Robocall Abuse Criminal Enforcement and Deterrence Act (TRACED Act).

One of Nessel’s assistant attorneys general was appointed to the HRPG in July as one of only three state officials from around the country.

"Under my administration, Michigan has been a national leader in responding to illegal robocalls and I am proud of the role my office has had in creating best-practices guidelines for hospitals, governments and voice service providers. These guidelines will strengthen the protection for hospitals from robocalls that interfere with their operations," Nessel said in a statement. "I am committed to keeping Michigan at the forefront as our nation continues to develop appropriate measures and protocols to fight this persistent issue."

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Hospitals currently face many unlawful calling activities, including telephone denial-of-service attacks, targeted social engineering and phishing schemes.

These calls can disrupt critical communications, threaten patients’ privacy, facilitate unauthorized access to prescription drugs, and divert important hospital resources.

Recognizing that efforts made by a single entity will not adequately protect hospitals from illegal robocalls, the HRPG recommendations focus on collective efforts and encourage a coordinated response among hospitals, phone companies, telecom carriers and government agencies to mitigate the impact of these calls.

Some of the best practices in the report include:

- Telecom carriers should analyze, identify and monitor traffic on their network for patterns consistent with unlawful robocalls, and establish a method to ensure hospitals can quickly notify the provider about unlawful robocalls that interfere with patient care and hospital operations.

- Hospitals should educate staff and raise awareness of robocall incidents through staff training and preparing robocall incident response plans, as well as evaluate robocall events to capture relevant information about calling activity.

- Federal and state governments should create and implement policies to facilitate the telecom industry’s ability to prevent unlawful robocalls from reaching hospitals and improve communication methods among hospitals and law enforcement agencies.

#contactcenterworld, @fcc

Posted by Veronica Silva Cusi, news correspondent
Source: https://wtvbam.com

About Federal Communications Commission:
The Federal Communications Commission (FCC) is an independent agency of the United States government, created by Congressional statute (see 47 U.S.C. § 151 and 47 U.S.C. § 154), and with the majority of its commissioners appointed by the current President. The FCC works towards six goals in the areas of broadband, competition, the spectrum, the media, public safety and homeland security. The Commission is also in the process of modernizing itself.

Read today's tip or listen to it on podcast.

More Editorial From Federal Communications Commission

Published: Thursday, December 31, 2020

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2021 Buyers Guide
Get Listed
Recording

1.)

ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.)

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

https://callcenterstudio.com/

3.)

Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.)

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.)

Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.)

Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.)

OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.)	PCS Software PCS GD Call recording solution fully integrate to all main pbx solutions.

9.)

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.