DOCSLIB.ORG

2019.199 Released – 26 July 2019 Thank You for Your Email

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
2019.199 Released – 26 July 2019 Thank You for Your Email Request for information under the Freedom of Information Act – 2019.199 Released – 26 July 2019 Thank you for your email received 10 July 2019 requesting information regarding instant messaging by clinicians. Please find detailed below a summary of your request, together with our response. Summary of your original request: 1. Does your Trust/organisation permit clinicians to communicate about patients or other clinical matters (for example, a junior doctor discussing a patient with a consultant) using an instant messaging app (for example, WhatsApp, Forward, Siilo, Medicbleep, Skype for Business, Vocera, Rainbow)? NHS Digital have authorised the use of Skype for Business Instant Messenger for the exchange of personal data about patients. 2. If yes, what is/are the names of the apps/devices? Skype for Business 3. If applicable, do your clinicians use their personal devices, or those provided by your Trust/Trust/organisation for the purposes referenced in question 1(for example, the ASCOM ‘Myco 2’)? Staff are issued with communication devices where this is necessary for their role. 4. If such devices are provided by your Trust/organisation for use by clinicians, what is the make and model of each device? All tablets used across the Trust are Samsung, the models used are:- SM-T365 SM-T555 SM-T585 For mobile phones, this varies considerably. The smartphones are Android and the majority will be Samsung. There will also be Sony and Vodafone handsets. For voice only connections Nokia and Mobiwire are current issue. 5. If your Trust/organisation does not use any such app or device, please state whether your Trust/organisation is considering their use, stating which apps and/or devices are being considered. Not applicable. 6. Please state whether your Trust/organisation has an instant messaging, or related policy. Yes 7. Please attach your Trust/organisation’s instant messaging, or related policy. Please see attached. 8. Please state whether your Trust/organisation has carried out a Data Protection Impact Assessment (DPIA) for: a. Instant messaging generally for the purposes mentioned in question 1. b. Specific instant messaging apps/devices (each, if more than one) for the purposes mentioned in question 1. Yes, but the DPIA is currently being reviewed. 9. Please enclose the DPIAs referred to in question 8. As stated above for question 9, the section requested is currently under review; therefore we are not able to provide a copy of this at this time. 10. If not included in your DPIA, please enclose your standard operating procedure and/or policies which specify how information is separated and, if necessary, extracted from the apps/devices where: a. A valid access request (e.g. patients, police etc.) is made for all patient information contained on the apps/devices. b. A valid access request is made for the personal data of a user of the apps/devices. This is currently under review. The subject access request process in the Access to Records policy would be referenced in all cases. 11. Please state the number of reported incidents (categorised, if possible) concerning the devices/apps (each, if more than one). There have been no reported incidents. Page 2 of 2 INSTANT MESSAGING STANDARD OPERATING PROCEDURE Document Reference No. KIG027 Status Ratified Version Number 1.1 Replacing/Superseded 1.0 documents Number of Pages 12 All permanent, and part time staff, and anyone acting for or Target audience/applicable to on behalf of KCHFT Author Cyber Security Specialist Acknowledgements Contact Point for Queries Cyber Security Specialist Date Ratified 9th January 2019 Date of March 2019 Implementation/distribution Circulation Intranet, Policy Distribution Review date January 2022 Copyright Kent Community Health NHS Foundation Trust Kent Community Health NHS Foundation Trust (Instant Messaging SOP) EXECUTIVE SUMMARY This document presents a standard operating procedure for the use of Instant Messaging applications throughout Kent Community Health NHS Foundation Trust (KCHFT). This document will refer specifically to Skype For Business Instant Messaging which will be made available to all staff members. There are other Instant Messaging (IM) solutions available; however Skype For Business Instant Messaging is KCHFT’s choice for use across the Trust. Reasons for choosing SfB IM are; • It is available free of charge as a part of our existing package • It is linked to existing email accounts and so minimal setup is required • It is encrypted by default when exchanging messages between @nhs.net accounts • The NHSmail Skype for Business Services have been reviewed and approved for clinical use in line with SCCI0129 Clinical Risk Management Scope and purpose of Standard Operating Procedure IM is a part of everyday life and is an efficient way to exchange information quickly. However within the NHS this needs to be tightly controlled to ensure the confidentiality of Personally Identifiable Information (PII), or special categories of data under the General Data Protection Regulation (GDPR). This document will provide clear guidance for all staff on what is acceptable with regards to the use of IM applications, specifically Skype For Business Instant Messaging. With new GDPR and Cyber, Network and Information Systems legislation coming into effect in May 2018 KCHFT need to ensure that these new regulations are being met by all staff regardless of which system they are using. KCHFT has repeatedly received requests for guidance around the use of IM applications, and KCHFT recognises the part that these applications have to play in a modern NHS. This document therefore addresses questions from staff, and will also form a part of other business processes. Risks addressed The following risks have been identified. • Ensuring confidentially is maintained through the use of Skype for Business Instant Messaging • Ensuring all staff are aware that SFB (Skype for Business) IM (Instant Messaging) is not a private means of communication and can be requested via FOI’s for example. • Ensuring that no PII or special categories of data is exchanged through SFB IM. Version 1.1 Page 2 of 12 February 2019 Kent Community Health NHS Foundation Trust (Instant Messaging SOP) Governance Arrangements Governance Group responsible for developing Information Governance Assurance Group document Circulation group Intranet, Policy Distribution Authorised/Ratified by Information Governance Assurance Group/Corporate Governance Group/Board Assurance and Risk Management Group . Committee Authorised/Ratified On January 2019 Review Date January 2022 This document will be reviewed prior to review date if a Review criteria legislative change or other event dictates. Key References NHS QUIPP (Quality Innovation Productivity and Prevention) Digital Technology A brief guide to Skype For Business remote consultations (2012) available at https://www.networks.nhs.uk/nhs-networks/qipp-digital-technology-and- vision/documents/QIPP%20DT%20Skype For Business%20Factsheet%20v1.pdf https://s3-eu-west-1.amazonaws.com/comms-mat/Comms-Archive/SfBUserHandbook.pdf NCSC – Factsheet_Choosing a messaging app Information Security Management – NHS Code of Practice The National Data Guardian’s 10 Data Security Standards The Network Information Systems Directive Related Policies/Procedures Title Reference Privacy and Dignity Policy QC001 Accessible Information Policy IML006 Data Security and Protection Policy KIG025 Cyber Network and Information Systems Policy KIG026 Document Tracking Sheet Version Status Date Issued Comments/Summary of Changes to/Approved by V0.1.0 DRAFT 18/05/2018 First Draft V0.1.1 DRAFT 30.05.18 Made changes as suggested by VM V0.1.2 DRAFT 01.06.18 Additional updates added around information allowed in messages. V0.1.3 DRAFT 14.06.18 Final changes made after review by DA (IG) V0.1.4 DRAFT 04.09.18 Additional updates added after consultation feedback. Just one point required updating in 3.1. Version 1.1 Page 3 of 12 February 2019 Kent Community Health NHS Foundation Trust (Instant Messaging SOP) Added BT Cloud as authorised IM. V0.1.4 Approved at 26.09.18 IGAG No changes requested or made. IGAG V 0.1.4 RATIFIED 9th January CARM No changes requested or made, 2019 version number amended to 1.0 prior to publishing. V 1.1 UPDATED 26th January Section 5 “acceptable use” updated 2019 to include personal devices, and location of mobile device install guide. Version 1.1 Page 4 of 12 February 2019 Kent Community Health NHS Foundation Trust (Instant Messaging SOP) CONTENTS Contents 1.0 INTRODUCTION 6 1.5 Equality Analysis 7 2.0 ROLES AND RESPONSIBILITIES 7 3.0 INSTANT MESSAGING APPLICATIONS 8 4.0 REQUIREMENTS 9 5.0 ACCEPTABLE USE OF SFB IM ERROR! BOOKMARK NOT DEFINED. 6.0 INFORMATION GOVERNANCE AND COMPLIANCE 10 7.0 TRAINING AND AWARENESS 11 8.0 MONITORING COMPLIANCE AND EFFECTIVENESS OF THIS SOP 11 9.0 EXCEPTIONS 11 10.0 GLOSSARY AND ABBREVIATIONS 12 Version 1.1 Page 5 of 12 February 2019 Kent Community Health NHS Foundation Trust (Instant Messaging SOP) 1.0 INTRODUCTION 1.1 This document defines the Instant Messaging guidance and procedure for staff and those working for or acting on behalf of KCHFT. This is to ensure proper use of IM and make users aware of what the Trust deems as acceptable use of IM applications. 1.2 Instant Messaging can play an important role in modern healthcare, speeding up communication, and reducing costs. It also provides an alternative method of communication in the event of a disaster scenario where other methods of communication are not available. The type of information sent using such applications, the version of these applications, and the devices themselves must be controlled to allow for data security, auditability and accountability. 1.3 KCHFT is required by law to ensure the confidentiality and integrity of all PII, and Patient data which falls under its responsibility. Any failure in these responsibilities could result in financial or reputational damage to KCHFT, and also cause distress, medical or financial damage to its patients.
Load more

Recommended publications
  • Uila Supported Apps
    Uila Supported Applications and Protocols updated Oct 2020 Application/Protocol Name Full Description 01net.com 01net website, a French high-tech news site. 050 plus is a Japanese embedded smartphone application dedicated to 050 plus audio-conferencing. 0zz0.com 0zz0 is an online solution to store, send and share files 10050.net China Railcom group web portal. This protocol plug-in classifies the http traffic to the host 10086.cn. It also 10086.cn classifies the ssl traffic to the Common Name 10086.cn. 104.com Web site dedicated to job research. 1111.com.tw Website dedicated to job research in Taiwan. 114la.com Chinese web portal operated by YLMF Computer Technology Co. Chinese cloud storing system of the 115 website. It is operated by YLMF 115.com Computer Technology Co. 118114.cn Chinese booking and reservation portal. 11st.co.kr Korean shopping website 11st. It is operated by SK Planet Co. 1337x.org Bittorrent tracker search engine 139mail 139mail is a chinese webmail powered by China Mobile. 15min.lt Lithuanian news portal Chinese web portal 163. It is operated by NetEase, a company which 163.com pioneered the development of Internet in China. 17173.com Website distributing Chinese games. 17u.com Chinese online travel booking website. 20 minutes is a free, daily newspaper available in France, Spain and 20minutes Switzerland. This plugin classifies websites. 24h.com.vn Vietnamese news portal 24ora.com Aruban news portal 24sata.hr Croatian news portal 24SevenOffice 24SevenOffice is a web-based Enterprise resource planning (ERP) systems. 24ur.com Slovenian news portal 2ch.net Japanese adult videos web site 2Shared 2shared is an online space for sharing and storage.
    [Show full text]
  • Integrating Business Processes with Microsoft Lync & Skype for Business
    Integrating Business Processes with Microsoft Lync & Skype for Business A Knowledge Guide by MindLink Software Contents Introduction 3 Barriers To Decision Making 3 Removing Barriers By Leveraging Real-Time Messaging 4 Making Information Accessible 5 • Pull • Push • Command Unleashing The Developer In Everyone 6 Worked Example – Integration With A 7 Marketing Automation Tool Mitigating Risk While Enabling Fluid Integration 10 What Is Mindlink™ 11 Mindlink Suite 11 Introduction Making decisions is hard. Making the right decisions without all the right information is harder. To make effective choices you need everything that matters in front of you, or at the very least you have to remember everything in context. Today’s businesses can’t settle for scattered sources from disparate systems that require manual searching, analysing and collating when it can all be delivered to their feet when they need it. Barriers To Decision Making Businesses evolve rapidly. New systems are designed, redesigned and implemented, replaced and updated regularly. Different departments have different requirements and this usually leads to various information systems spread throughout the organisation. When it comes to making decisions, multiple departments are normally involved, bringing with them information from their own systems. As a decision maker, how can you efficiently and effectively get exactly what you need to make the right choice? The standard procedure may be to ask each departmental stakeholder to send to you the information that they deem relevant. Getting everybody into a room or a conference is hard enough without having to worry about missing information. Ultimately it leads to a string of meetings with various different bits of information that make little progress as data is missing, forgotten, misplaced or misrepresented.
    [Show full text]
  • IT's 10 P.M. Do You Know What Apps Your Kids Are Using?!?!?
    Instagram Facebook Twitter Snapchat Musical.ly WhatsApp kik SayAt.Me Marco Polo Monkey Ask.Fm House Party Fire Chat After School Sarahah VIDEO-MESSAGING APPS • VIDEO APPS LIKE MARCO POLO, HOUSE PARTY AND FIRECHAT ARE THE NEW CHAT ROOMS • MARCO POLO, WHICH HAS BEEN DOWNLOADED AT LEAST 10 MILLION TIMES ON THE GOOGLE PLAY STORE, TOUTS ITSELF AS A VIDEO “WALKIE-TALKIE.” YOU MAKE A VIDEO AND SEND IT. IN RESPONSE YOUR FRIEND MAKES A VIDEO. ALL THE VIDEOS LIVE IN A QUEUE; YOU ADD A VIDEO WHEN IT’S CONVENIENT. YELLOW • YELLOW, WHICH HAS BEEN CALLED “TINDER FOR TEENS” (SWIPE RIGHT IF YOU WANT TO BECOME FRIENDS WITH SOMEONE; SWIPE LEFT IF YOU DON’T), OPENS WITH A GEO-LOCATOR. THERE IS A 13-YEAR- OLD AGE MINIMUM, WHICH THERE’S NO WAY OF VERIFYING. ANONYMOUS APPS • ANONYMOUS APPS HAVE BEEN DEVELOPED FOR PEOPLE INTERESTED IN A FACELESS AND NAMELESS DOCUMENTATION OF THEIR LIVES (AS OPPOSED TO A SELFIE), DRAWING IN CHILDREN WHO LEARNED FROM EARLIER GENERATIONS ABOUT THE CONSEQUENCES OF AN OFFENSIVE ONLINE FOOTPRINT. • THERE ARE A NUMBER OF ANONYMOUS APPS ON THE MARKET — AFTER SCHOOL, SARAHAH, SAYAT.ME, MONKEY AND ASK.FM ARE SOME OF THE MOST POPULAR — ALL OF THEM PROMISING THE SAME FEATURE: SPILL INTIMATE FEELINGS ABOUT YOURSELF OR, ON THE FLIP SIDE, SPREAD RUMORS AND ATTACK FRIENDS, WITHOUT ANY TRACE OF WHO SAID WHAT. EPHEMERAL APPS • MANY ADULTS HAVE HEARD OF SNAPCHAT AND INSTAGRAM STORIES, BUT WHAT ABOUT LIVE.LY, A RISING LIVE-STREAMING APP WITH A LARGE TEENAGE AUDIENCE? • ALL THREE WORK LIKE A DISAPPEARING MAGIC ACT.
    [Show full text]
  • Closed Groups, Messaging Apps & Online
    FIRST DRAFT'S ESSENTIAL GUIDE TO Closed Groups, Messaging Apps & Online Ads November 2019 TABLE OF CONTENTS Introduction 5 CHAPTER 1 Understanding ad libraries 13 CHAPTER 2 Facebook groups 21 CHAPTER 3 Closed messaging apps 27 CHAPTER 4 Ethical considerations 37 Conclusion 43 3 ABOUT THE AUTHORS Carlotta Dotto is a research reporter at First Draft, specialising in data-led investigations into global information disorder and coordinated networks of amplification. She previously worked with The Times’ data team and La Repubblica’s Visual Lab, and written for a number of publications including The Guardian, the BBC and the New Internationalist. Rory Smith is a senior investigator at First Draft where he researches and writes about information disorder. Before joining First Draft, Rory worked for CNN, Vox, Vice and Introduction Truthout, covering various topics from immigration and food policy to politics and organized crime. Claire Wardle currently leads the strategic direction and research for First Draft. In 2017 she co-authored the seminal report, Information Disorder: An interdisciplinary Framework for Research and Policy, for the Council of Europe. Previous to that she was a Fellow at the Shorenstein Center for Media, Politics and Public Policy at Harvard's Kennedy School, the Research Director at the Tow Center for Digital Journalism at Columbia University Graduate School of Journalism and head of social media for the United Nations Refugee Agency. She was also the project lead for the BBC Academy in 2009, where she designed a comprehensive training program for social media verification for BBC News, that was rolled out across the organization.
    [Show full text]
  • SMS Or Messaging Apps
    EdTech Hub About this document Recommended Jordan, K. & Mitchell, J. (2020). ​Messaging apps, SMS & social media: Rapid citation Evidence Review. ​The EdTech Hub. DOI: 10.5281/zenodo.4058181 Licence Creative Commons Attribution 4.0 International https://creativecommons.org/licenses/by/4.0/​. You — dear readers — are free to share (copy and redistribute the material in any medium or format) and adapt (remix, transform, and build upon the material) for any purpose, even commercially. You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use. Identifiers 10.5281/zenodo.4058181 Notes You can contact EdTech Hub here: ​https://edtechhub.org/hello/​ . Version 1 This publication is one part of a series of rapid evidence reviews that has been produced by the EdTech Hub. The purpose of the rapid evidence reviews is to provide education decision-makers with accessible evidence-based summaries of good practice in specific areas of EdTech. They are focused on topics which are particularly relevant in the context of widespread global challenges to formal schooling as a result of Covid-19. All the rapid evidence reviews are available at edtechhub.org. Messaging apps, SMS & social media - a rapid evidence review EdTech Hub Abbreviations and acronyms ASER Annual Status of Education Report AT Assistive Technology EdTech Educational Technology EGMA Early Grade Mathematics Assessment ERIC Education Resources
    [Show full text]
  • Best Talk to Text App
    Best Talk To Text App Incensed Silvio achings, his upstarts tincts disgust brainsickly. Named or reparative, Sawyere never awaking any costa! If uncelebrated or overexcited Stanly usually briquet his meaninglessness emasculate bullishly or bathed anarchically and passim, how woodier is Uriah? It also means that help you found the best options which are free things simple voice calls by third party is viable, app to speak Tools out of signs, along with strangers online therapy has a word lens trying to. However it is one improvement is only a chain link you if you spend a year, yet available on the most winding road signs. Voxer is a Walkie Talkie messaging app for your smartphone with live voice survey a PTT walkie talkie text photo and location sharing Download Voxer for. Any communication standard that depends on the largess of wireless carriers is inherently at risk of getting messed up in dozens of ways, including price. Also, desire you are interested in rent more drastic such informative articles on intelligent conversation messengers or mobile apps or if you remind an app owner who wants to perfect their app reviewed connect with us. Build communications apps easily track a developer-trusted platform. 21 Free WhatsApp Alternatives Best Chat Apps in 2021. After knot you pain; i supply that whatsapp is center for private calls or chat. Twist is a certain words which vary from the whole document writing something different apps available in our funny filters can be? What Is Google Assistant? With good Internet connection provide free alternatives to film and video calls.
    [Show full text]
  • What's New for Business
    What’s New for Business WWDC 2021 The latest software updates from Apple enable employees to be more productive and collaborative. IT and security enhancements simplify deployment and management. And platform updates help developers build the next generation of business apps. Connect with your team Enhanced security and deployment for Mac Updates to FaceTime on iOS 15, iPadOS 15 and macOS Apple Configurator for iPhone now makes it possible to add a Monterey enable employees to easily share their screen or T2 or Apple silicon Mac to Apple Business Manager regardless interact with other content with SharePlay. New camera and of where it was purchased. Admins can now remotely install and microphone modes help reduce background distractions. Links remove System Extensions using MDM. Security enhancements to FaceTime calls can now be added to calendar invites and calls include the ability to set a password for recoveryOS and set can now be joined from any device, including other platforms. remote lock on Mac computers with Apple silicon. Software updates have new enforcement options and a Mac can now Be in the moment more seamlessly erase all content and settings in one step. New Focus modes across iOS, iPadOS and macOS help make it easy to concentrate on current tasks by muting non-urgent Extended iPhone and iPad management notifications. Focus status can be broadcast in messaging apps. Managed Open-In controls the flow of corporate data between Notifications have been redesigned and the all-new notification managed or unmanaged apps and has now been extended to summary helps to deliver the right content at the right time.
    [Show full text]
  • Advice on the Use of Messaging Applications (Apps)
    Queensland State Archives AdviceAdvice onon thethe useuse ofof messagingmessaging applicationsapplications (apps)(apps) forfor locallocal governmentgovernment councillorscouncillors Office of the Independent Assessor | Queensland State Archives AreAre you you using using messaging messaging applicationsapplications (apps) (apps) to to conductconduct council council business? business? Messaging apps such as Signal, WhatsApp, WeChat, LinkedIn Messenger, Telegram and Facebook Messenger are now commonplace. They are used in business on a regular basis as they are user-friendly, convenient, and many allow for group communications. These attractive qualities have seen their growing use by local government councillors. However, councillors are provided with information communication and technology (ICT) systems to conduct council business. These systems have been designed to be easy to use, secure and to facilitate the capture and retention of public records. While council-provided systems should be used at all times, this guide will outline what actions you need to take should you become involved in a conversation about council business on a messaging app and how to avoid some pitfalls. 2 Office of the Independent Assessor | Queensland State Archives When can you use What is a public record? a messaging app? Councillors can use messaging If a record is created or received in apps for personal communications, relation to a councillor’s role in the networking and campaigning. administration of council business, then it is a public record under the Public Records Act 2002. When is the use of Council CEOs are required to have messaging apps a processes and procedures in place problem? that assist councillors to make, manage and keep public records.
    [Show full text]
  • “Snapchat and 6 Other Messaging Apps That Let Tweens Share (Iffy
    “Snapchat and 6 Other Messaging Apps That Let Tweens Share (Iffy) Secrets,” The CommonSense blog, “Snapchat and 6 Other Messaging Apps That Let Teens Share (Iffy) Secrets,” author Kelly Schryver shares information with parents about the ways in which capturing and posting casual moments might lead to oversharing and other consequences. Temporary Apps Temporary apps allow people to send messages and images that self-destruct after a set window of time. Teens can use these apps to more carefully manage their digital trails -- so long as they don't share things they wouldn't normally send otherwise. Snapchat: Why it's popular: Snapchat's creators intended the app's fleeting images to be a way for teens to share fun, light moments without the risk of having them go public. And that's what most teens use it for: sending goofy or embarrassing photos to one another. Teens may pay more attention to Snapchats, knowing they'll disappear in a matter of seconds. What parents need to know: It's not true that Snapchats go away forever. Data is data: Whenever anything is sent online, it never truly goes away. (For example, the person on the receiving end can easily take a screenshot of the image before it A messaging app that lets disappears.) Snapchats can even be recovered -- unaffiliated third-party services users put a time limit on the like Snapsaved (which was recently hacked) give users the chance to save any pictures and videos they send Snapchatted pic. before they disappear. It can make sexting seem OK. The seemingly risk-free messaging might encourage users to share pictures containing inappropriate content.
    [Show full text]
  • Best Apps for Secret Texting
    Best Apps For Secret Texting Ceremonial and plumbeous Duncan tyre so venomous that Marc complexions his fauna. Unsteady Antoine cark academically and eruditely, she consummating her latching concoct adequately. Unwept Erik pickaxes some usneas and advising his wraith so diversely! Therefore not safe the best texting app which private message A secret debate on your smartphone makes texting faster and easier by. Please do for secret best apps for texting between the secret chat with friends! Here's a Secret or Hide Text Messages on Your Android. Cheating Apps To splash For On old Phone In 2021 Highster Mobile. Instead of unwanted messages in the pin that emphasizes data for best apps secret texting app does. So i somehow feel is the secret best apps texting apps for your mates can also send voice messaging focused on both download an invalid number. Viber Viber is a messaging app with low cloak-and-dagger features like Secret Chats. Top 5 app to hide texts and calls on Android techlabuzzcom. CoverMe is by secret texting APP with marine grade encryption available since both Android and iOS devices With end-to-end encryption the text messages are highly secured so only nutrition and the person evil are communicating with can review what he sent totally safe from interception. OneOne is someone new app for Android and iOS that offers private and untraceable text messaging Photographer and entrepreneur Kevin Abosch is the wheat behind OneOne. Incognito mode allows you over be hidden on Confide so long can't we found by. 7 Secret Texting ideas alphabet code coding alphabet.
    [Show full text]
  • Social Messaging Customers Want to Communicate with Your Business Like They Do with Their Friends—Effortlessly
    Social Messaging Customers want to communicate with your business like they do with their friends—effortlessly. Using popular messaging apps like WhatsApp, WeChat or Facebook Messenger, Zendesk enables your team to have natural and personalized conversations with customers, all through one unified workspace. Respond right away Be available Get it together Auto-responders let you reply to Create custom buttons for your A dedicated notification panel customers immediately with tailored website or mobile app to let them streamlines incoming conversations messages, so customers aren’t left know they can message you from the social messaging apps so waiting if agents are offline or busy whenever, wherever. agents can view everything from with other tasks. the a unified agent workspace in real-time. “Our customers were trying to reach us via WhatsApp and Zendesk allowed us to reduce our WhatsApp response times from a full day to minutes. Before Zendesk, we had three to four phones with WhatsApp numbers in our agents’ hands, trying to keep up. It wasn’t scalable, and we couldn’t measure it. We’re now able to see and manage WhatsApp messages alongside all of our other customer requests and deliver better service to our customers in their preferred communication channel. Zendesk’s WhatsApp integration is key to our continued global expansion.” Gib Lopez, Co-founder and COO Build meaningful Make it easy for your An effortless addition relationships agents Connect quickly and easily, Connect with customers on their Manage interactions across enabling your teams to up their preferred messaging apps. channels using a single, agent productivity using their existing workspace.
    [Show full text]
  • Services for Microsoft Skype for Business © 2019 Dell Inc
    1 Service Overview SERVICES FOR MICROSOFT SKYPE FOR BUSINESS Connecting people anywhere, from any device Business Challenges ESSENTIALS To remain competitive, today’s always-on workforce demands greater mobility and around-the-clock global connectivity on an ever-increasing Dell Technologies can help you: array of devices. How can you provide a business communications platform that meets these requirements and improve productivity while • Improve productivity and also maintaining your current level of control and reliability? collaboration through integrated instant messaging and presence, Unifying enterprise communication technologies, such as email, instant web, voice and video conferencing messaging, conferencing presence, voice, and video, can greatly • Adopt and integrate enterprise improve productivity—not just in terms of internal communications, but voice solutions also in external communications with customers and partners. • Leverage highly available on- Implementing a unified communications architecture that enables real- premises solutions and Office 365 time communication and improved collaboration brings immediate to create a flexible hybrid cloud benefits to the business. communications infrastructure Services Description Dell Technologies can help you plan, design and integrate a communications strategy to improve efficiencies across your organization. We apply proven methodologies and unique IP to uncover business challenges and help you realize the benefits of a Unified Communications and Collaboration (UC&C) solution. The Dell Technologies Services for Skype for Business enables enterprises to create a highly available communications infrastructure that supports improved collaboration and productivity. This service provides a holistic solution that encompasses core unified communications technologies—Skype for Business, Microsoft Exchange Server, Microsoft Office 365, and Microsoft Active Directory. Microsoft has announced that Teams will eventually replace Skype for Business.
    [Show full text]