Call Monitoring Software

Best Healthcare Call Center Software in the US

Labeeb Ajmal T
August 30, 2023
 mins read

Last modified on

It’s difficult to run a healthcare call center without leveraging technology. 

All patient data needs to be updated in real time so everyone involved in the patient journey has the right information. Using AI-integrated call center software ensures that you can give all your patients an exceptional patient experience.

With so many healthcare call center software available on the market, it can be challenging to choose among them.

Let's look at the best healthcare call center software available in the US in 2023. 

But before that, let's see why are such contact center software essential for healthcare providers.

Why is Call Center Software Essential in the Healthcare Industry?

Healthcare call centers handle thousands of phone calls daily. Because ensuring that every patient's communication goes well is important.

Here's how these contact center software can help healthcare businesses.

1. HIPAA Compliance

All interactions with private patient data fall under HIPAA compliance regulations. And ensuring that all customer interactions follow these guidelines is difficult.

Call center software helps organizations to stay compliant with HIPAA compliance regulations. Since this software flags all violations, it becomes easier to follow HIPAA compliance certifications.

2. Completely Integrated Workspace

“One person in an organization might call a customer a prospect, another will call them an existing case, someone will call them a customer, someone will call them a VIP. If we don’t bring all this information together in one place, we’re wasting our money and wasting our time as well as giving them a bad experience.” - Morris Pentel, Founder of Customer Experience Foundation

Every healthcare organization should have patient information updated across all their databases. Let’s look at an example of how inconsistencies in patient data can cause a lot of problems.

If a patient’s care plan was updated by the doctor, it should also be updated in the CRM. If not updated properly, incorrect information will be shared, which can have drastic consequences.

Such inconsistencies in information can change patient outcomes. Call center software with CRM integration allows all patients' electronically stored information to be consistent everywhere.

3. Reach Your Customers Everywhere

The patient journey is becoming truly omnichannel
The customer journey has become an omnichannel experience

In today's digital age, customers don't stick to the phone for interacting with healthcare providers. Patient communications have expanded and spread across multiple channels.

A healthcare contact center must be available on all traditional and digital channels to communicate effectively with patients and their families.

Top 4 Omnichannel Contact Center Trends in 2023

Now that we've understood the importance of healthcare contact center solutions let's look at the best software to invest in for your organization.

Top Healthcare Call Center Software In The US

With varied options on call center solutions, it is essential to figure out the ones that will work effortlessly with your organization. Let's look at some of the best call center software available today in the market.

1. Five9

Key call center software features of Five9

Five9 is a cloud contact center software that sets up HIPAA-compliant communication channels to connect with patients. The omnichannel capabilities with call recording make it a good tool for patient engagement across channels.

One of the best features of Five9 is intelligent call routing. This feature routes calls to the right agent to maintain an uninterrupted patient experience.

Having all patient interactions reach the right agents with minimal hold times can help in critical and essential healthcare scenarios.

2. Bright Pattern

Features of Bright Pattern's quality assurance software

Bright Pattern is a cloud-based healthcare contact center software that provides an omnichannel HIPAA-compliant solution. Built-in quality management features help in ensuring that customer satisfaction is key.

One of Bright Pattern's standout features is the no-code programmable interface. Administrators can define steps for contact center agents to follow during interactions to deliver a smooth patient experience.

3. Convin

Convin's omnichannel contact center software with sentiment analysis

Convin is an omnichannel quality assurance software that has 100% call monitoring and provides business intelligence and behavioral insights on both customers and agents. With built-in enterprise-grade security, you don't have to worry about compliance violations with Convin.

One feature that stands out from Convin's arsenal is real-time agent assistance. Contact centers can streamline agent conversations with live assistance on scripts and compliance regulations to provide exceptional customer experiences.

Since call center agents have everything equipped, hold times are reduced, and customer satisfaction tends to increase.

Omnichannel quality assurance product tour.

4. TalkDesk

TalkDesk quality management software

Talkdesk offers a cloud-based healthcare call center software tailored for the healthcare call centers. Complying with HIPAA regulations is easier with Talkdesk’s integration of electronic health record (EHR) systems.

Talkdesk's iconic artificial intelligence-powered self-service tools leverage natural language processing to develop chatbots accessible without the help of call center agents.

5. Nice CXone

Cloud-based Nice CXone healthcare contact center software

Nice CXone offers a HIPAA compliant omnichannel call center software. Nice CXone creates an automated workforce management system with self-service chatbots and AI call routing.

A feature that helps Nice CXone stand out is its self-service interactive voice response (IVR) coupled with the automatic call distribution voice agent, all patient calls go smoothly without interruption.

6. Genesys

Best features of a Genesys health system

Genesys is a healthcare call center solution that offers call and text-based customer engagement opportunities. With integrations into healthcare applications like EHRConnect, Thrive, and Abridge, medical call centers can immediately start their operations.

Genesys provides a no-code-progamming feature for IVRs. This helps administrators to setup a seamless IVR experience for all patients.

7. Dialpad

Features of the cloud-based software Dialpad

Dialpad is a call center solution that fits well with telehealth services. Dialpad leverages artificial intelligence to provide agents with real-time assistance and smartly routes calls.

Dialpad's automated workflows make it stand out from other healthcare contact center software. Processes automated by Dialpad include appointment and follow-up reminders via SMS.

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How to Choose the Right Call Center Software for Your Organization?

Call centers in the medical industry have to stick to many regulations pertaining to medical history and patient care. Any call center software deployed in such call centers requires enterprise-grade security that can handle high call volumes.

Your healthcare contact center should be able to automate workflows and leverage AI for smooth sailing. Taking a demo of the software you plan to pick helps you make the right decision before investing in your healthcare call center.

Frequently Asked Questions

1. What essential Call Center Software Features are used in the Healthcare Industry?

Any healthcare call center software should have the following features:

  • Secure enough to follow HIPAA guidelines
  • Evaluate customer conversations and assess agent performance
  • Automate agent workflows

2. How do you Manage a Healthcare Call Center?

Any call center in the healthcare industry requires the ability to connect with patients across all digital channels. Leveraging quality assurance and other benefits from healthcare call center software can make management easier and streamlined.

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2093 Philadelphia Pike #5025
Claymont, Delaware 19703
(+1) 6282095776
Bhive Workspace No.112,AKR
Techpark, A-Block, 7th Mile
Hosur Road, Krishna Reddy,
Industrial Area,
+91 7011464590, +91 8802881329

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