Ascend VoIP Call Feature

This project focused on enhancing Ascend’s Medicare Sales and Enrollment platform, specifically the outbound calling feature, RATE, to comply with new CMS regulations that mandated recording and secure storage of all Medicare-related calls for ten years. Initially developed during the COVID-19 pandemic to support remote agents, RATE required significant upgrades to meet CMS requirements and to ensure smooth operation for the upcoming 2023 Annual Enrollment Period (AEP). The solution needed to integrate Twilio’s VoIP functionalities, support real-time consent tracking, and provide a user-friendly, compliant interface that allowed agents to focus on beneficiary interactions rather than complex compliance tasks. Our approach involved embedding compliance workflows directly into the call interface, creating a streamlined, accessible system that enabled efficient call tracking, secure storage, and quick retrieval. This upgrade not only ensured regulatory compliance but also enhanced the overall agent experience by improving navigation, integrating beneficiary profiles, and enabling real-time transcription. The project delivered a centralized, scalable, and compliant VoIP-enabled solution that supported both outbound and inbound calls, meeting critical CMS mandates while supporting agent productivity.