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Solutions

Healthcare CX

Telemedicine helpdesks & patient support

DPDP Act 2023 compliant, on-prem WebRTC with per-session consent recording, signed-URL playback, and audit logs your compliance team will sign off on.

100%

Patient data on your servers

DPDP-ready

Pre-drafted DPA + DPIA template

PHI-safe

No third-party trackers

Consent-first

Per-session consent capture

01

Compliance-first by default

Encryption at rest (AES-256), encryption in transit (TLS 1.3 + DTLS-SRTP), per-tenant KMS keys, signed-URL recording playback, per-session consent banners, configurable retention windows, and an immutable audit log. All on by default — not a paid add-on.

  • DPDP Act 2023 — pre-drafted DPA ready for signature
  • ISO 27001 controls (in progress)
  • Per-session consent capture with timestamp
  • PHI-safe — no Google Analytics, Hotjar, or third-party widgets
  • Tamper-evident audit log
  • Hospital-only network deployment supported (air-gapped)
02

Use cases we serve

Hospital appointment helpdesks, telemedicine triage queues, post-discharge follow-up calls, insurance pre-authorisation desks, pharmacy refill lines, mental health crisis lines (with extra warm-transfer handling).

03

EHR integration patterns

Many of our healthcare clients pre-populate session metadata from their EHR — patient ID, appointment ID, admitting diagnosis, primary doctor — via a few REST calls before the call connects. The agent sees patient context the moment the call rings.

04

Crisis-line specifics

For mental health helplines, we support warm-transfer with consent capture, agent-to-agent whisper handoff, and supervised escalation. Recording can be disabled per session for legally protected calls.

CASE

Case study

CareLink Services Mohali — telemedicine helpdesk, 120 agents

Live in 20 minutes; legal review in 24 hours

Problem

Tried two large CX vendors. Each required 6–8 weeks of legal review before the legal team would approve recording PHI. The vendor's privacy policy referenced US data centers; the legal team kept blocking.

Solution

Switched to GlobeMeet on a self-hosted AWS Mumbai instance. Pre-drafted DPA matched DPDP requirements. Recording stays on the customer's MinIO. Legal reviewed and signed within 24 hours.

Results

  • ✓Time from first contact to live calls: 20 minutes for the widget; 24 hours for the legal review
  • ✓Patient data exits the hospital network: never
  • ✓QA scoring started: day one
  • ✓Cost vs comparable Cisco quote: 78% lower
FAQ

Frequently asked questions

GlobeMeet's architecture supports HIPAA workflows (PHI never leaves your servers, full audit log, per-session encryption). HIPAA compliance itself is a customer-side certification — we provide the technical foundation and BAA-equivalent agreements. Most US healthcare customers achieve HIPAA compliance with GlobeMeet inside their existing HIPAA-compliant infrastructure.

Yes. Recording is configurable per queue, per session, or even mid-call (e.g., when the conversation enters a privileged topic). Disabled recording is logged in the audit trail.

Yes. Hospital-only network deployment supported — agents on hospital LAN, no public internet. We provide an offline installer and license validation that doesn't require external network calls.

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