By admin Published on: May 21, 2020 Updated on: Contact Center Software
Contact Center Software for Health Care Industry

Why healthcare industries should use Contact Center Software?

One cannot deny the fact that patients seek the utmost support from hospitals in times of emergency. Gone are the days when patients used to wait in hospitals for their turn. Now, they want effective methods for immediate care. In this regard, a tailored healthcare experience with contact center software in place will surely help. Contact center management software allows patients to communicate with doctors effectively when needed.

The popularity of contact center software is growing day by day, especially after the pandemic. If we talk about the growth of the contact center software market size, it is likely to grow from USD 35.2 billion in 2022 to USD 93.7 billion by 2027. It will grow at a Compound Annual Growth Rate (CAGR) of 21.6% during the forecast period. 

Key challenges in Healthcare Industry

There are several challenges related to calling in the healthcare industry. Some of the major problems include-

Insurance claim

Patients find it a complicated task to collect bills. They face difficulty in providing identity authentication to get the insurance amount at the time of medication. In situations like dealing with a severe medical condition, they even find it too challenging to deal with the situation.

Report collection

Due to busy schedules, patients are often not able to visit the hospitals to collect their reports. Due to this, they may face a delay in getting the right treatment.

Booking appointments

A busy call line leads to a delay in scheduling the appointments of several patients. Sometimes, due to poor connectivity, patients are unable to connect with the agents. It results in a high call abandonment rate.

Emergency Calling

Due to the complex structure of hospitals, patients are sometimes not able to connect to the right person. It leads to miscommunication and delays in the treatment of emergency patients.

How Contact Center software is helping the Healthcare Industry?

In case of an emergency, an individual who dials the emergency number gets connected to the local driver in his region. Contact center software for healthcare assists him in reaching the hospital on time. It eliminates the risk of any serious medical problems. It is possible due to the Smart Based Routing that helps in call identification. Similarly, patching the call to the nearest ambulance is made possible with the help of the routing system. Significant benefits of contact center software for the healthcare industry include:

Also Read: Benefits of Contact Center Software for the Healthcare Industry 

In-App Integration

The in-App Integration technology helps to book appointments by integrating it into the management system. Patients are not bound by the time when scheduling appointments through the Appointment scheduling software. It enables all the patients to create a unique ID that would be assignable on all devices. This way, they are free to choose any convenient slot for consultation.

Send reports alerts

The online contact center automation tool makes it easy for patients to collect their reports online. Almost everyone today uses email, WhatsApp, and SMS. With omnichannel contact center software or multi-channel contact center software, patients can receive the reports via their preferred channel. As a result, it helps to save the time of doctors as well as patients.

24/7 support with IVR solutions

Today’s customers expect 24/7 support. With the help of IVR contact center software, customers can get a self-service option. They can reach out for help the way they want and when they want. With this option, they will receive personalized support. Besides, IVR contact center software also helps to reduce agents’ workload as customers can get automated answers to their queries. When there is a need to interact with a live agent, customers can connect with the agent easily. The system will automatically transfer the call to the most appropriate person for quicker resolution.

Engagement post-treatments

The journey of contact between patients and doctors does not end with the payment of bills and discharge from the clinic. Hospitals need to send check-up reminders via call, SMS, WhatsApp, or email. Omnichannel Contact center software assists hospitals in sending timely reminders to patients. Moreover, they can convey quality information to customers related to important health checkups and other tests.


With the change in time, the healthcare system also requires some modernity. So, to practice it and reduce the complexity, contact center software is essential. If you are searching for contact center software for your hospital or clinic, feel free to contact us at HoduSoft. You can get single-tenant or multi-tenant contact center software as per your business requirements. The experts at HoduSoft can provide customized contact center software for your business.

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