May 2022 Summaries

Healthcare messaging is set to become a crucial part of omnichannel customer experiences, with potential benefits for both patients and payers. However, concerns around patient privacy and adherence to rules governing protected health information (PHI) have been raised as obstacles to implementing an effective omnichannel strategy. HIPAA, the HITECH Act, and various HHS regulations are designed to protect PHI and regulate how covered entities and business associates use or disclose it. Healthcare messaging can improve health outcomes and save money by reducing missed appointments, which cost the U.S. healthcare system nearly $150 billion each year. The HIPAA Conduit Exception Rule allows HIPAA-covered entities to conduct business with certain types of vendors without a business associate agreement (BAA). Choosing an experienced provider is essential for navigating communications in healthcare and ensuring compliance with HIPAA regulations, which protect patient privacy and prevent litigation and severe fines.

The webinar discussed strategies for uniting telephony and call authentication platforms in global enterprises, as well as the challenges faced by IT leaders in managing contact centers. It highlighted the importance of voice authentication for enterprise contact centers and how integrating third-party solutions like Pindrop's voice authentication can improve customer experience (CX) and reduce fraud risks. The webinar also emphasized the benefits of Bringing Your Own Carrier (BYOC), which simplifies communications, provides flexibility over integrations and migrations, and offers direct to carrier troubleshooting and support.

Roy, a former Economics major turned developer, shares his journey from being an undergraduate researcher to working as a Billing Analyst at Bandwidth. Through asking questions and seeking mentorship, he transitioned into a Software Developer role within the company. He emphasizes the importance of a supportive work culture that encourages learning and growth. Roy's story highlights the value of homegrown talent and the impact managers can have on employee development.

Messaging rate limits are essential for maintaining the safety and reliability of communication channels. These limits, similar to speed limits on a highway, ensure that traffic remains manageable and prevents overloading the system. Bandwidth sets messaging rate limits at the account level based on throughput needs, allowing businesses to distribute their MPS across phone numbers associated with the account. To calculate the ideal MPS for your business, consider factors such as the number of messages you want to send, how quickly you need to reach customers, and the number of numbers required to support your messaging traffic. Bandwidth offers priority queueing and expiration parameters to ensure timely delivery and avoid sending messages at inappropriate times.