Startel Enterprise Instant Messaging
Real-time communication between your agents and supervisors is key to delivering excellent customer service. Startel’s Enterprise Instant Messaging solution keeps your employees connected wherever their physical location. Using our online chat solution, your employees can easily send secure messages and files across a local-area network and the Internet, allowing users from multiple locations to exchange communications while connected to a single server. In addition, management can use the data available from its activity monitoring and reporting features to enhance processes and identify training opportunities.
With Startel Instant Messaging you can:
EXCHANGE MESSAGES WITH OTHER IM USERS
Send messages to local and remote users!
BROADCAST MESSAGES TO GROUPS/DEPARTMENTS/ALL USERS
Quickly select pre-defined groups and departments to send critical information
SET AND UPDATE STATUS SETTINGS
Status updates help to increase efficiency and decrease frustration
MONITOR AND RECORD USER DESKTOP ACTIVITY
Powerful training tool – especially for new and/or remote agents!
DEFINE ACCESS TO IM FEATURES USING ADMINISTRATIVE CONTROLS
Sets access rights for agents and supervisors
USE EVENT NOTIFICATION VIA FLEXIBLE TASK MANAGER
Create and edit tasks for yourself, your agents and your groups
TRACK AND REPORT MESSAGE ACTIVITY
Real-time and historical reporting on all aspects of Startel Instant Messaging Service
CREATE CONFERENCE/GROUP CHAT SESSIONS
Schedule conferences and chat sessions, or create them on-the-fly!
ACCESS STARTEL INSTANT MESSAGING SERVICE ON YOUR SMART PHONE
Any Jabber enabled smart phone can access the Startel Instant Messaging server for IM on the go!
Doctors, lawyers, plumbers, taxi services, and any business that receives urgent calls have become increasingly reluctant to rely solely on email messages. The solution? The Startel Short Message Service (SMS). Built from the ground up, Startel’s SMS solution is 100% software-based and delivers messages quickly and reliably to your busy clients. Simply select SMS as the delivery option of choice in client setup, and Startel’s Contact Management Center (CMC) automatically formats your messages as SMS, and sends them using Startel’s SMS Aggregator.
With Startel’s SMS solution users benefit from:
Anywhere a cell phone can go, so can a SMS text message. This form of communication is more discreet than a phone conversation, making it the ideal form for communicating when you do not want to be overheard.
The Startel SMS solution now sends and receives millions of messages each month with proven reliability.
LOWER TOTAL COST OF OWNERSHIP
Less hardware and 100% software means lower total cost of ownership. In addition, Startel’s SMS solution can be utilized for a small monthly fee based on usage and is available throughout North America.
FULL SUITE OF BILLING AND ACTIVITY REPORTS
All of your SMS activity is tracked and monitored, and Startel provides detailed and summary reports for billing.
Setting up clients to receive SMS messages is simple. There is no need for cellular modems, web pages, or other potential hardware bottlenecks or failure points.
FULLY REDUNDANT AGGREGATOR
The Startel SMS Aggregator is a fully redundant system housed in a SAS 70 Type II Data Center, tested to ensure near 100% reliability and uptime.
FULL INTEGRATION WITH MULTIPLE SWITCH PLATFORMS
Whether Startel customers utilize the Startel Soft Switch Platform or a 3rd party switch platform, the Startel SMS can be fully integrated into the statistics for billing purposes.
Send and receive an unlimited amount of text messages, there is no pre-set maximum!
Startel Secure Messaging Solution
Medical practices are auditing nearly every aspect of their operations to ensure HIPAA compliance regarding the security of protected health information (PHI). Contact centers serving the medical community need to leverage best practices and technology to ensure that their messaging protocols withstand rigorous HIPAA compliance scrutiny. Startel’s Secure Messaging Plus (SM+) solution offers a secure, HIPAA-compliant way to safely exchange sensitive information via text with your peers and office. With SM+, experience all of the benefits of texting but in a HIPAA-compliant manner and environment!
With Startel Secure Messaging Plus, users can:
MAINTAIN HIPAA, HITECH, GLBA & SOX COMPLIANCE
Startel’s implementation of SM+ provides a robust secure environment. The messages and attachments are encrypted in transit and at rest on devices using SM+ as well as on the servers, which houses the content prior to expiration. Furthermore, all messages sent through the Startel CMC are archived and stored in encrypted format until deleted. Startel also undergoes an extensive annual HIPAA/HITECH audit by Coalfire, a leading third-party IT audit firm, for it products, office environment, and cloud/hosted facility to ensure compliance standards are met, or exceeded. With SM+, users can feel comfortable exchanging sensitive information, such as credit card information, social security numbers, and PHI, and managing critical messages, between their organization and staff.
SET EXPIRING MESSAGES
Originators/senders of SM+ messages can now determine when a sent message expires. Messages can be expired when marked as read or filed, or in a specified number of days. Messages that do not have a defined expiration will expire within the originating subscriber’s default number of days, not to exceed 30 days. In addition, the sender and/or receiver (of SM+ messages) can expire a message at any time. This feature offers users an additional layer of security.
SEND AND RECEIVE ATTACHMENTS
SM+ subscribers can send and receive voice recording, audio and image attachments for better collaboration with colleagues. This is a key feature for physicians and staff to exchange X-rays and consult on patient files.
PROTECT SM+ APP DATA WITH REMOTE WIPE
Personnel granted appropriate permissions can wipe application data from the device, and manage (and delete) user names and passwords as necessary. Therefore, if a device is lost or stolen, users can protect it by remotely erasing all of the SM+ app data stored on the device.
ACCESS SECURE MESSAGING FROM THE WEB & APP
Access SM+ at your convenience via the Web interface or app downloaded to your smartphone and/or tablet. The Startel Secure Messaging Plus application is currently available for iOS® (iPhone®, iPad® and iTouch®) and Android®. Set up is easy – clients simply go to their smartphone “App” store and download the “Startel Secure Messaging Plus App.” It will require a Subscriber ID (user name and password) provided by your Startel Channel Partner.
TRACK THE STATUS OF ALL MESSAGES
Subscribers can track when a message from their device has been sent, viewed, read and file. When SM+ is used in conjunction with the Startel CMC, messages and their content are fully tracked, archived and encrypted. Real-time reports can also be generated by administrative personnel based on a number of criteria, including duration of time, subscriber use, etc.
MANAGE ACCOUNTS EASILY WITH ADMINISTRATIVE ACCESS
Administrators utilizing any standard browser can create accounts; manage subscribers and devices; set login identification credentials; reset passwords; and more – all in real time via a secure HTTPS Website.
To learn more about Startel’s Secure Messaging Plus solution, download our solution brief.
For Startel Secure Messaging legacy users, please contact Startel at firstname.lastname@example.org or 800.782.7835 for any product or pricing-related questions.