Skip to main content Skip to footer 
As more businesses move towards utilizing their staff members’ own personal digital devices for work, they face the task of finding the right secure messaging platform. If your contact center works with the healthcare industry, this is not a small decision. Choosing an incompatible or insufficient platform can be costly, both to your business and to your clients.
Here are five key questions to ask when selecting a secure messaging platform.
1. Is the platform HIPAA compliant?
One of the most important factors to consider when selecting a secure messaging platform is whether it is HIPAA compliant. HIPAA guidelines exist to ensure that clients’ protected health information (PHI) remains secure and confidential. The truth of the matter is that most SMS communications fail to meet the standards set forth by HIPAA.
Here are some essential features your secure messaging platform should include:
- End-to-end encryption
- Unique passcode and password settings
- Biometric access
- Off-device storage of PHI
- Ability to remotely disable a lost or stolen device
Failure to comply with HIPAA guidelines can result in a breach of sensitive client information. It can also lead to costly fines.
2. How fast and efficient is the technology?
One of the most significant advantages of using personal devices and person-to-person digital communications is the increased speed and efficiency of these forms of communication. Some professionals still rely on antiquated pager technology, which, while typically secure, makes communication unwieldy. Therefore, when selecting a secure messaging platform, call centers should consider how efficient the technology is.
Some features of a high-quality, highly efficient messaging platform include:
- Platform settings that automatically keep professional messages separate from personal messages
- Seamless two-way communications
- Ability to securely include attachments, including photos, videos, and audio recordings, in messages
- Easy-to-access information about who is currently on call
3. How easy is the platform to use?
Related to the platform’s efficiency is its ease of use. One of the main reasons many businesses are adopting a Bring Your Own Device (BYOD) policy is that people tend to be most comfortable with their own devices. This results in an easy learning curve when adopting a person-to-person messaging policy.
Businesses will want a secure message platform that’s easy to implement. When selecting a secure messaging platform, companies should consider the types of devices supported by the platform. For instance, will the platform work with both Android and iOS operating systems? Also, businesses should consider coverage when choosing a platform: a high-quality platform will integrate 4G, 5G, and Wi-Fi mobile networks.
4. How thorough is the audit trail provided by the platform?
A significant benefit of a high-quality, secure message platform is the detailed, actionable audit trail it provides. When making a choice, businesses should look at the audit trail features offered by the prospective platform. The best platforms will provide an exact timestamp of when a message is delivered, read, completed, and deleted.
A thorough and accurate audit trail can support accountability and PHI security, and is an essential feature to consider when selecting a secure messaging platform.
5. How robust are the platform’s administrative tools?
Each business has unique messaging needs; therefore, it’s essential that the platform chosen is adaptable to fit the specific context. Robust, efficient administrative tools are an indispensable feature to consider when choosing a secure messaging platform.
Some of the administrative tools found in a high-quality messaging platform include:
- Complete control of user access
- Thorough group and contact management
- Modifiable complexity settings when choosing passcode and password security
- Ability to access a full audit of message history
- Easy-to-access archiving
Lack of these tools will cause headaches for administrators and could result in gaps in security and efficiency.
Your Next Step to Securing Communications
Adding secure messaging is a vital tool for protecting both your business and your customers. Use these questions to help get you started, and then contact us today to explore how to strengthen your communications and safeguard your data.
