The Enterprise Call Experience: Healthcare

Healthcare providers are facing the demand for a more patient-centric, digitally-enabled, seamlessly connected user experience. The increasing reliance on telehealth has reinforced that need, forcing providers to quickly pivot and innovate — and rely more heavily on the phone channel.

But, due to robocalls and scams, patients won’t answer the phone unless they can trust who’s calling. Anti-robocall mandates like STIR/SHAKEN call authentication can also mistakenly label calls as spam — or even block them.

Solutions like TruContact™ Branded Call Display (BCD) can help healthcare providers increase answer rates and improve patient outreach — while reducing costs, protecting their brands and potentially reversing revenue loss.

In January 2021, Omdia conducted a survey of entities that make large volumes of outbound calls to gain insights on current challenges and opportunities of the customer call experience.