According to the commissioned study conducted by Forrester Consulting on behalf of Neustar, a TransUnion company, An Optimized Customer Contact Strategy Combines Transparency and Intelligence: The State of Outbound Communications in 2022, ninety percent of healthcare respondents said that the phone is their most important outbound channel.
However, unanswered calls, “Unknown Caller” labeling, the fear of call spoofing, and fraud all negatively impact right-party contact rates and answer rates. In addition, over half of respondents say conflicting messaging is a critical challenge for their organization to address.
Healthcare organizations are increasingly looking to technology vendors to provide solutions that leverage phone behavior intelligence and insights to help them reach patients on the right day at the right time. In addition, healthcare organizations are looking for solutions like branded calling that help reassure patients that it’s really them calling.