Case Study: Health Insurance Company achieves HIPAA compliance and 100% call recording with Calabrio ONE

Medical Center Monitors HIPAA Compliance with Calabrio Analytics

A Seattle-based medical center with a 300-seat contact center needed a way to monitor HIPAA-related activities and prove compliance. Although policies were in place, the center lacked the technical controls and Avaya-compatible monitoring needed to capture and protect electronic protected health information and defend against penalties that can total up to $1.5 million per year.

By deploying Calabrio ONE (Calabrio Quality Management and Calabrio Analytics), the center implemented 100% call recording, speech analytics, start/stop recording for sensitive segments, encrypted storage, and role-based playback controls. These measures provided auditable proof of HIPAA safeguards, strengthened the hospital’s compliance posture, secured every phone transaction, and helped avoid costly fines.