VNDRIQ — Category Comparison
Phones & Call Tracking Vendor Comparison
VoIP, call tracking, recording, and patient contact platforms.
Typical PHI Exposure
High — call recordings may capture PHI.
Common Risks
Recording retention, third-party analytics, TCPA compliance.
Recommended Approach
Require BAA for call recording features. Verify data handling of recordings.
CallTrackingMetrics
Phones & Call Tracking
57
Score
GoTo Connect Healthcare
Phones & Call Tracking
53
Score
Mango Voice
Phones & Call Tracking
53
Score
Genesys Cloud CX
Phones & Call Tracking
51
Score
Five9
Phones & Call Tracking
51
Score
RingCentral for Healthcare
Phones & Call Tracking
47
Score
8x8 Healthcare
Phones & Call Tracking
45
Score
Dialpad Healthcare
Phones & Call Tracking
42
Score
Executive Summary
This category contains 8 vendors in the VNDRIQ registry. CallTrackingMetrics has the highest VNDRIQ score (57) in this category. PHI exposure in this category is typically high — call recordings may capture phi.
8
Total Vendors
3
Approved / Restricted
8
BAA Verification Needed
Governance Considerations for Phones & Call Tracking
Require BAA for call recording features. Verify data handling of recordings.
Common risks include: Recording retention, third-party analytics, TCPA compliance.
All vendors in this category should be reviewed for BAA status before processing PHI.
Establish a regular review cadence for all Phones & Call Tracking tools.
Questions to Ask Before Approval
Has the vendor executed a Business Associate Agreement (BAA) with your organization?
Does the vendor use customer data to train AI models? Can you opt out?
Where is PHI stored, processed, and transmitted?
What data retention and deletion policies apply to your PHI?
Has the vendor undergone a third-party HIPAA or SOC 2 audit?
What is the vendor's incident response and breach notification process?
Does the vendor offer audit logging for PHI access?
What subprocessors have access to PHI through this vendor?
Recommended For
Healthcare organizations evaluating vendors in this category for PHI workflows
DSOs and dental groups standardizing vendor governance across locations
Compliance teams conducting annual vendor risk reviews
IT directors building HIPAA-aligned vendor registries
PE-backed healthcare operators implementing governance frameworks
Healthcare administrators assessing AI tool adoption risk
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