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.

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...

In the digital age, ensuring that everyone, regardless of their abilities, has equal access to services is more important than ever. The Americans with Disabilities Act (ADA) was enacted to guarantee that people with disabilities have the same opportunities as everyone else. This legislation plays a crucial role in call centers, where communication barriers can hinder service for Deaf people, hard-of-hearing customers, or cognitivly challenged individuals. But what does ADA compliance really mean for call centers? Let's dive deep and demystify ADA compliance in this setting, spotlighting how NexTalk offers a path to seamless integration.