Offering Assures High-Quality User Experience While Maintaining Safety of Patient Information
Today, contact centers and unified communications (UC) solutions are an important tool in the healthcare industry for boosting patient services and controlling costs. For example, healthcare organizations routinely use these technologies to reduce costs by delivering patient and provider self-service access to referrals, benefit information, patient records and appointment information. Telemedicine applications that transmit biometric data and video conferencing solutions that show test results to specialists all have a positive impact on patient care and outcomes. And new UC solutions make it easier for patients and providers to connect, thereby reducing response delays.
While these solutions represent powerful new ways for organizations to communicate and differentiate themselves from competitors, they also present significant challenges in terms of network complexity and performance. Best practice methodologies suggest that all new applications, services and systems undergo end-to-end performance and load testing in the pre-deployment phase. More importantly, these tests should emulate real-world conditions as closely as possible; namely, they should replicate how users would realistically interact with the service and verify the response. Unfortunately, this becomes more complicated in environments where data is subject to HIPAA regulations. These organizations must ensure that testing technologies and services meet strict privacy rules and regulations governing patients’ personally identifiable information (PII) and protected health information (PHI).
Empirix’s ETaaS provides organizations with a service for testing new contact center and UC solutions in environments that must comply with HIPAA regulations.
Sean Duclaux, director of product management,
The ETaaS offering brings together best-in-breed
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