HCTec

10/15/2026

What if you could monitor 100% of service desk interactions instead of 1-3%?

That’s exactly what HCTec’s Agentic Quality Management makes possible. By strategically integrating AI, every interaction is automatically evaluated for compliance, sentiment, and quality in real time.

When exceptions or infractions surface, they’re flagged and routed to our Continuous Improvement team for expert review. AI handles the monitoring, while our people handle the improvement.

No more sampling and no more guesswork. Just continuous, intelligent quality governance across every call, every shift, every day.

Want to learn more about integrating HCTec’s Agentic QM into your service desk operations? Get in touch.

10/14/2026

What do our Application Managed Services partners say about working with HCTec?

In our 2026 Voice of Customer survey, conducted by an independent customer experience research firm, Application Managed Services earned a World-Class Net Promoter Score of 66.

Our partners’ words tell the story best:

“Deep understanding of our applications.”
“Very responsive and customer oriented.”
“Strong technical expertise.”
“Consistent service delivery.”

These aren’t marketing claims. They’re independently measured results from the partners who work with us every day.

10/12/2026

When it comes to service desk support, closing tickets is important… but preventing them is even better.

At HCTec, our healthcare service desks are evolving from reactive support functions into proactive sources of operational intelligence.

Instead of measuring success by SLA metrics alone, our support agents are using AI to monitor 100% of interactions, detect trends in real time, and address issues before they impact clinicians.

The result: fewer repeat calls, faster resolutions, and a service desk that drives improvement rather than just responding to problems.

If you’re ready to take advantage of AI-powered proactive support, let’s talk.

10/08/2026

In today’s healthcare landscape, cyber threats are rising, regulations are tightening, and vendor ecosystems are expanding.

Trust can’t be assumed. It has to be validated.

HITRUST certification has become a key benchmark for vendor security, and leading healthcare organizations are incorporating it into their vendor evaluation process.

But what does HITRUST actually validate, and why does it matter for managed healthcare IT services? We break it all down in our latest whitepaper.

Download it here: https://hctec.com/lp-why-hitrust-matters-in-managed-healthcare-it-services/

10/06/2026

Did you know that October is Cybersecurity Awareness Month? In healthcare, every month should be.

Healthcare organizations manage some of the most sensitive data in any industry. Patient records, clinical systems, and connected devices create an environment where cybersecurity isn’t optional. It’s essential to care delivery.

At HCTec, security is built into everything we do. As a HITRUST-certified organization, our operations, processes, and controls are independently validated against healthcare’s most rigorous security frameworks.

More on the crucial role of IT providers in safeguarding healthcare: https://hctec.com/resource-center/safeguarding-healthcare-the-perils-of-social-engineering-and-the-vital-role-of-healthcare-it-service-providers/

10/01/2026

One of the things we’re most excited about at HCTec is how AI is changing the service desk experience for both agents and callers.

In this clip, Chris Durham, VP of Service Desk Operations at HCTec, explains how AI Agent Assist works in real time: surfacing caller information instantly, listening to the conversation, and delivering relevant knowledge to agents at their fingertips.

No searching, no toggling between systems, just faster, smarter, more personalized support.

That’s what AI-enabled service delivery looks like in practice.

09/29/2026

“I was just reviewing an email alert for a caller who could not authenticate, and it reminded me of something I truly appreciate about the HCTec team. Several times each week, I see situations where individuals call repeatedly, seemingly hoping to reach an agent who will bypass policy.

Instead, your team consistently follows the verification process, requiring proper authentication before providing password assistance or remote access support.

That level of consistency matters. It demonstrates professionalism, protects our organization, and helps safeguard our network from unauthorized access attempts.

Thank you for staying vigilant, adhering to policy, and doing the right thing even when it would be easier to make an exception. Your attention to security is noticed and greatly appreciated.”

One of our partners recently shared this feedback about HCTec’s service desk team, and it’s the kind of feedback that makes us proud. We don’t just resolve issues. We protect the environments our partners trust us with. Every call. Every time.

09/28/2026

AI in healthcare IT is no longer a future conversation. It’s happening now.

From service desk operations and clinical workflows to data analytics and cybersecurity, healthcare organizations are finding new ways to integrate AI into their daily operations.

We're curious: where is your organization currently using AI in healthcare IT operations?

1. Service desk/support operations
2. Clinical workflows and documentation
3. Data analytics and reporting
4. Cybersecurity and compliance

Comment your answer below!

09/24/2026

We recently got our 2026 Voice of Customer results back… one number stood out.

HCTec’s Technical Managed Services earned a Net Promoter Score of 100—a perfect score, Best-in-Class. Every single partner surveyed would recommend our services.

Conducted by an independent customer experience research firm, the survey also gave us 7.0/7.0 scores in Overall Satisfaction and Proactive/Strategic Value, the highest marks possible.

But what makes us most proud isn’t the number itself. It’s what our partners said alongside it:

“Feels like an extension of our organization.”
“Very capable team that consistently delivers.”
“The team’s knowledge and expertise stand out.”

Those words represent years of building trust through consistent, reliable delivery, and we don’t take them for granted.

09/22/2026

AI is turning the healthcare service desk into a strategic asset. HCTec’s Dan O’Connor and Chris Durham joined Healthcare IT Today to share what’s now possible:

✅ 100% call review
✅ Real-time sentiment analysis
✅ Operational intelligence that transforms support interactions into actionable insights

The service desk isn’t just about answering calls anymore. It can drive operational improvement for long-term success.

Watch the full video to learn more:

Can we adopt AI without compromising patient trust? The answer is yes—when AI is implemented with the right governance, security, and quality framework.