The Best Call Center Software For Healthcare Companies: 6 Must Haves��

Your healthcare company has a call center, and it’s time to shop for new call center software. But what are the must-haves for a Healthcare Company’s call center software?
In this video, I cover 6 must-haves for your call center software.

Want my recommendations on the best call center software vendors? Click the button below and ask me today.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

Your healthcare company is in the market for a new contact center solution. But you’re wondering — what’s the latest technology out there? What are the must-haves for our company’s contact center solution moving forward? You obviously don’t want to purchase something without making sure it’s the best. If you’re going to go through all the work of purchasing a new solution right now, you might as well make sure it’s the right one.

In this video, I’m going to tell you six must-haves for contact center solutions for healthcare companies. My name is Mike Smith, I’m the president of Aerocom. Let’s put our heads together on this.

My Recommendations

But first, if you’d like a shortcut and just want my recommendation on the best contact center software solutions that your company should be quoting, reach out, send me an email or give me a call (714.593.0011). I’d love to help you with this. I’m a broker for all the major vendors in the marketplace. I’ve been doing this for over 20 years and I know the industry inside and out.

Based on your company’s information, I’ll tell you which vendors you should be quoting. Join the thousands of other IT professionals who’ve used me over the years to help their company make better decisions in a fraction of the time. It won’t cost your company a dime — my service is free, so there’s no excuse not to at least reach out and get my opinion.

Also, don’t forget to subscribe to the YouTube channel so you don’t miss any of my future videos, which I post every week.

And go check out our website, AerocomInc.com, where you can search contact center software vendors by feature. You can read and write reviews, watch videos, and explore other resources. I guarantee you’ve never seen a website like it in our industry. We spent a lot of time and money developing it, so go check it out.

Focus on Large Healthcare Call Centers

This video is really focused on call centers with 50 or more agents. Why? Because that’s my area of expertise — it’s what I work with the most.

If you’re close to 50 agents, the same principles apply. If you’re a healthcare company with 50 or more agents, this video is for you. Over the years, I’ve worked with many healthcare companies with call centers, and there are common themes — from billing and follow-ups to patient scheduling.

Although every company is a bit different, there are clear similarities. In this video, I’ll cover six must-have features for any healthcare company looking into a new contact center solution.

1. Integration with EHR and Patient Management Software

The first must-have is making sure the contact center software integrates with your patient management or EHR system — such as Epic, Cerner, or Athena. Even better, look for prebuilt integrations so you don’t have to pay for custom development.

This integration should include screen pops, which automatically display the patient’s record when a call comes in — saving time and shortening call duration. It should also automatically input call summaries to reduce wrap time, allowing agents to handle more calls efficiently.

Finally, the software should automatically log all activity — including calls, emails, and messages — to ensure accuracy and reduce manual input. This increases productivity and ensures complete records.

2. Omnichannel Queuing

The second must-have feature is omnichannel queuing — the ability to manage all communication methods within your contact center software: phone calls, web chat, email, and HIPAA-compliant SMS messages.

Having everything on one platform allows supervisors to assign work evenly and gives visibility into agent availability. For instance, if an agent is already on a call, the system won’t assign them a web chat. If they’re working on an email, the software might still allow them to handle a chat or text depending on timing.

This unified view lets you manage communication flow more effectively and improves both efficiency and the patient experience.

3. Multi-Language Web Chat and Communication

The third feature is multi-language web chat. This allows agents to chat with patients in different languages using real-time AI translation.

Without this feature, you’d need dedicated staff for each language — which limits flexibility. With AI translation, even non-Spanish-speaking agents can communicate with Spanish-speaking patients via chat while still maintaining quality.

Of course, native speakers are always preferred, but this feature ensures that no call or chat goes unanswered due to language barriers. For healthcare contact centers, multi-language support is essential.

4. Workforce Management (WFM) and Automation

The fourth must-have feature is Workforce Management (WFM) or workforce automation. This uses AI to detect communication patterns and predict staffing needs.

By analyzing call and message volumes, the system can recommend how to properly staff your contact center. Understaffing leads to long wait times and poor customer experiences, while overstaffing wastes money.

AI-driven WFM tools use past data to give accurate staffing suggestions, keeping your contact center balanced, efficient, and cost-effective.

5. Quality Management and Assurance (QM/QA)

The fifth must-have is Quality Management or Quality Assurance (QA). This feature uses AI to analyze interactions, detect customer sentiment, and flag issues in real time.

AI can identify whether a customer sounds happy, indifferent, or upset — and alert a manager who can intervene or review the call. It also provides AI call scoring and CSAT (Customer Satisfaction) scoring, removing the need for managers to manually grade calls.

These insights help you track trends and improve performance across all agents. Since CSAT data comes from every call — not just a few survey responses — it provides a more accurate picture of customer experience.

6. Generative AI Chatbots and Voice Bots

The sixth and final must-have is a generative AI chatbot or voice bot. These bots can handle live interactions with customers through chat or voice.

They can answer common questions, handle scheduling, and even assist with billing inquiries. The language models continue learning and improving over time. Many contact centers report up to a 40% reduction in live call volume after implementing bots

This gives your agents more time for high-value interactions while improving response times and overall patient satisfaction.

Still confused? Reach out and contact me

If you’d like my recommendation on the best contact center solutions your healthcare company should be quoting — especially if you have 50 or more agents — reach out, send me an email or give me a call (714.593.0011).

As a broker for all major cloud contact center solutions with over 20 years of experience, I know the industry inside and out. I can connect you to the best vendors, set up demos, and help you get the best pricing — all at no charge to your company.

Join the thousands of IT professionals who’ve used my service to make smarter, faster decisions. Stop spending hours researching — just reach out. I love talking about this stuff and would be happy to help your organization.

Don’t forget to subscribe to the channel for weekly videos and visit AerocomInc.com. Thanks for watching, and I’ll catch you in the next one.