Why Compliance & Accessibility Matter More in 2025

Extreme weather, infrastructure modernization, and rising customer expectations are putting increasing importance on utility communication accessibility. Causing compliance regulators to ask: Are you reaching every customer—especially those who are Deaf, Hard-of-Hearing, or rely on interpreters? When you don’t, complaints rise, trust diminishes, and in some cases fines follow.

Many utility contact centers still rely on voice-only systems that leave Deaf, Hard-of-Hearing, and limited-English customers without clear ways to get help. From billing to service changes to outage updates, accessible communication is no longer optional—it’s a customer expectation and a compliance obligation. Learn how utility leaders can build inclusive contact centers that serve every caller, meet accessibility standards, and strengthen community trust.

For many Medicare plan providers, TTY compliance is often viewed as a regulatory requirement, but when treated strategically, it becomes a competitive advantage that drives member satisfaction, brand trust, and long-term growth. With the right accessibility software, you’re not just checking boxes; you’re leading with inclusion.

When it comes to CMS Star Ratings, accessibility is non-negotiable. Healthcare contact centers are expected to provide accessible customer support for all members, including those who are deaf, hard of hearing, or speech impaired. Failing to meet these expectations doesn’t just impact compliance—it can damage your CMS performance and your brand reputation.

For healthcare organizations, earning a CMS 5-Star Rating is a critical indicator of quality, trust, and member satisfaction. In a landscape where members expect accessible, responsive care, your contact center plays a pivotal role in achieving and maintaining this rating.

Clear, reliable communication is essential in customer service—especially for those who rely on TTY (Text Telephone) technology. For individuals who are deaf, hard of hearing, or speech-impaired, TTY provides a vital connection to the support they need. That’s why we’re excited to introduce our automated testing service, a behind-the-scenes testing feature designed to ensure TTY calls are always received, routed, and handled properly. Built with a focus on call reliability and agent readiness, this automated test is especially valuable for serving Medicare customers, where accessibility and compliance are non-negotiable. 

Security is paramount when integrating third-party technology into a call center environment. NexTalk prioritizes data privacy and security, offering robust encryption...