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Industry Research : Seven Out of 10 Patient Experience Professionals Identify Contact Center as a High Priority and Strategic Asset

#contactcenterworld, @talkdesk

According to a new report by Talkdesk(R), Inc. Research, The Patient Experience Revolution in Health Care, seven out of 10 patient experience (PX) professionals recognize the contact center as a high priority and strategic asset. Despite the importance placed on the contact center, most professionals identify legacy on-premises systems as a significant barrier to improving the patient experience.

"The cloud has helped many health care organizations quickly pivot their patient experience strategies to become more flexible and responsive to customers during the pandemic. Contact centers have become the key point of connection to health resources for many people, which has encouraged organizations to innovate with new communication tools, new strategies, and new processes that breakdown data silos and foster personalized experiences," said Keith Dawson, vice president and research director, customer experience, Ventana Research. "All of this is happening concurrently with a continuing strong focus on keeping patient data secure and private. The growing CCaaS environment provides a foundation on which health care firms can build connections and trust with their patient customers."

The Patient Experience Revolution in Health Care report from Talkdesk reveals less than 40% of patients believe health care providers are able to deliver excellent PX in a completely digital way. The COVID-19 pandemic has sped the adoption of virtual care while heightening PX expectations among health care consumers. Nearly 70% of patients say poor patient experience will negatively impact their brand loyalty. Additionally, the report indicates bad interactions can result in patients deferring needed follow up care, leading to worse care outcomes. Despite the clear benefits of optimal PX, not all health care organizations are fully equipped to provide a unified, modern experience across the end-to-end patient journey. From a contact center perspective, the health care industry relies on aging and inflexible on-premises systems and is one of the slowest industries in terms of cloud adoption.

"As consumers, we expect customer service from any company to be seamless, synchronized and easy. Unfortunately, health care has become anything but easy and the patient experience is often frustrating and confusing," said Greg Miller, vice president of industry strategy, health care and life sciences, Talkdesk. "Health care contact centers can be an essential component of creating exceptional patient experiences and enabling patients to communicate with providers through their channel of choice, as customers have come to expect from any other industry."

Health care in the U.S. is highly complex and disjointed as systems and provider organizations operate independently leading to poor communication, coordination and patient information exchange. According to a study by the University of Colorado, patient handoffs can be some of the most dangerous moments in treatment. The resulting friction, bureaucracy and uncertainty for patients lead to negative perceptions and experiences. These frustrations can cause patients to delay or bypass care in order to avoid the hassle. Health care providers recognize the improvement opportunity; a better patient experience translates into patient loyalty which leads to greater access to care. This increase in care results in better health outcomes for patients and revenue for providers.

The Patient Experience Revolution in Health Care research report from Talkdesk analyzes interviews with nearly 700 patients and more than 150 health care professionals worldwide, including leadership and management for patient service, patient experience and operations. The study reveals five themes related to PX perceptions today, and opportunities for health care organizations to re-imagine and rebuild PX using their contact center:

Re-imagine the patient experience

- 78% of patients say engaging with health care systems through their preferred channel is important
- 75% of patients are more loyal to health care providers that invest in strengthening their PX

Unify the patient journey

- 63% of patients do not believe their health care provider can deliver an excellent experience in a completely digital way
- 74% of patients are asked to provide the same information to multiple health care professionals

Provide seamless PX, upgrade contact center solutions

- 68% of PX professionals place a high priority on contact center upgrades
- 76% of organizations with on-premises or hybrid platforms intend to move to cloud solutions within two years

Coordinate care with omnichannel and artificial intelligence (AI)

- 68% of PX professionals want more communication channels to connect with patients
- Use of AI for speech analytics is expected to increase by 50% within two years

Generate patient and business intelligence through the contact center

- 73% of providers to increase reporting and analytics investment
- Modern cloud solutions incorporate privacy and HIPAA compliance while providing protected patient data to personalize health care experiences

"The Patient Experience Revolution in Health Care report shines a spotlight on the challenges patients have navigating a complex health care journey, at a time when they are often most vulnerable and in need of proactive, synchronized communication and service. This report clearly identifies PX as an essential component for delivering high-quality health care," said Tiago Paiva, chief executive officer, Talkdesk. "Cloud solutions from Talkdesk offer the flexibility and operational agility for health care providers to create connected experiences across any channel and in turn, enhances safety and quality, while reducing costs and improved patient loyalty."

#contactcenterworld, @talkdesk

Veronica Silva Cusi, news correspondent

About Talkdesk:
Company LogoTalkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
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Today's Tip of the Day - Quality Of Service

Read today's tip or listen to it on podcast.

Published: Monday, February 22, 2021

Printer Friendly Version Printer friendly version

2023 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

Lexico Telecom

We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

Scopserv Integrated Services

The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

About us - in 60 seconds!

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