{"id":11346,"date":"2025-10-09T08:54:52","date_gmt":"2025-10-09T15:54:52","guid":{"rendered":"https:\/\/www.aerocominc.com\/info\/?p=11346"},"modified":"2025-10-09T08:54:54","modified_gmt":"2025-10-09T15:54:54","slug":"the-best-call-center-software-for-healthcare-companies-6-must-haves","status":"publish","type":"post","link":"https:\/\/www.aerocominc.com\/info\/the-best-call-center-software-for-healthcare-companies-6-must-haves\/","title":{"rendered":"The Best Call Center Software For Healthcare Companies: 6 Must Haves\u00a0"},"content":{"rendered":"\n<p>Your healthcare company has a call center, and it&#8217;s time to shop for new call center software. But what are the must-haves for a Healthcare Company&#8217;s call center software?<br>In this video, I cover 6 must-haves for your call center software.<\/p>\n\n\n\n<p>Want my recommendations on the best call center software vendors? Click the button below and ask me today.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><a href=\"mailto:askmike@aerocominc.com\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" width=\"200\" height=\"100\" src=\"https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2023\/03\/Ask-Mike.png\" rel='magnific' alt=\"\" class=\"wp-image-10739\"\/><\/a><\/figure><\/div>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"The Best Call Center Software For Healthcare Companies: 6 Must Haves\" width=\"550\" height=\"309\" src=\"https:\/\/www.youtube.com\/embed\/axW2HNQ4ypQ?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2>About Me<\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"alignleft size-large is-resized\"><img loading=\"lazy\" src=\"https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2023\/03\/Mike-Smith-square-head-shot-2022-06-1.png\" alt=\"\" class=\"wp-image-10741\" width=\"70\" height=\"65\"\/><\/figure><\/div>\n\n\n\n<p>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&nbsp;<a href=\"http:\/\/mydigitalpublication.com\/publication\/index.php?i=68145&amp;m=&amp;l=&amp;p=53&amp;pre=&amp;ver=swf\" target=\"_blank\" rel=\"noreferrer noopener\">top 40<\/a>&nbsp;business people in tech-heavy Orange County, CA. Follow Mike&nbsp;on&nbsp;<a href=\"https:\/\/www.youtube.com\/c\/Aerocominc\" target=\"_blank\" rel=\"noreferrer noopener\">YouTube<\/a>,&nbsp;<a href=\"https:\/\/www.linkedin.com\/in\/mikesmithaerocom\/\" target=\"_blank\" rel=\"noreferrer noopener\">LinkedIn<\/a>,&nbsp;<a href=\"https:\/\/twitter.com\/MikeSmithsBrain\" target=\"_blank\" rel=\"noreferrer noopener\">Reddit<\/a>&nbsp;and&nbsp;<a href=\"https:\/\/community.spiceworks.com\/people\/mike-aerocominccom?source=navbar-subnav\" target=\"_blank\" rel=\"noreferrer noopener\">SpiceWorks<\/a>.<\/p>\n\n\n\n<h2>Transcript<\/h2>\n\n\n\n<p>Your healthcare company is in the market for a new contact center solution. But you\u2019re wondering \u2014 what\u2019s the latest technology out there? What are the must-haves for our company\u2019s contact center solution moving forward? You obviously don\u2019t want to purchase something without making sure it\u2019s the best. If you\u2019re going to go through all the work of purchasing a new solution right now, you might as well make sure it\u2019s the right one.<\/p>\n\n\n\n<p>In this video, I\u2019m going to tell you six must-haves for contact center solutions for healthcare companies. My name is Mike Smith, I\u2019m the president of Aerocom. Let\u2019s put our heads together on this.<\/p>\n\n\n\n<h4>My Recommendations<\/h4>\n\n\n\n<p>But first, if you\u2019d 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 <a href=\"mailto:AskMike@AeroComInc.com\" target=\"_blank\" rel=\"noreferrer noopener\">email<\/a>\u00a0or give me a call (714.593.0011). I\u2019d love to help you with this. I\u2019m a broker for all the major vendors in the marketplace. I\u2019ve been doing this for over 20 years and I know the industry inside and out.<\/p>\n\n\n\n<p>Based on your company\u2019s information, I\u2019ll tell you which vendors you should be quoting. Join the thousands of other IT professionals who\u2019ve used me over the years to help their company make better decisions in a fraction of the time. It won\u2019t cost your company a dime \u2014 my service is free, so there\u2019s no excuse not to at least reach out and get my opinion.<\/p>\n\n\n\n<p>Also, don\u2019t forget to subscribe to the YouTube channel so you don\u2019t miss any of my future videos, which I post every week.<\/p>\n\n\n\n<p>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\u2019ve never seen a website like it in our industry. We spent a lot of time and money developing it, so go check it out.<\/p>\n\n\n\n<h4>Focus on Large Healthcare Call Centers<\/h4>\n\n\n\n<p>This video is really focused on call centers with 50 or more agents. Why? Because that\u2019s my area of expertise \u2014 it\u2019s what I work with the most.<\/p>\n\n\n\n<p>If you\u2019re close to 50 agents, the same principles apply. If you\u2019re a healthcare company with 50 or more agents, this video is for you. Over the years, I\u2019ve worked with many healthcare companies with call centers, and there are common themes \u2014 from billing and follow-ups to patient scheduling.<\/p>\n\n\n\n<p>Although every company is a bit different, there are clear similarities. In this video, I\u2019ll cover six must-have features for any healthcare company looking into a new contact center solution.<\/p>\n\n\n\n<h4>1. Integration with EHR and Patient Management Software<\/h4>\n\n\n\n<p>The first must-have is making sure the contact center software integrates with your patient management or EHR system \u2014 such as Epic, Cerner, or Athena. Even better, look for prebuilt integrations so you don\u2019t have to pay for custom development.<\/p>\n\n\n\n<p>This integration should include <a href=\"https:\/\/www.aerocominc.com\/info\/the-best-call-center-software-for-salesforce-what-are-screen-pops\/\" target=\"_blank\" rel=\"noreferrer noopener\">screen pops<\/a>, which automatically display the patient\u2019s record when a call comes in \u2014 saving time and shortening call duration. It should also automatically input call summaries to <a href=\"https:\/\/www.youtube.com\/watch?v=0nWcLFC3SBs&amp;embeds_referring_euri=https%3A%2F%2Fwww.aerocominc.com%2F&amp;source_ve_path=MjM4NTE\" target=\"_blank\" rel=\"noreferrer noopener\">reduce wrap time<\/a>, allowing agents to handle more calls efficiently.<\/p>\n\n\n\n<p>Finally, the software should automatically log all activity \u2014 including calls, emails, and messages \u2014 to ensure accuracy and reduce manual input. This increases productivity and ensures complete records.<\/p>\n\n\n\n<h4>2. Omnichannel Queuing<\/h4>\n\n\n\n<p>The second must-have feature is<a href=\"https:\/\/www.aerocominc.com\/info\/the-best-ai-contact-center-software-for-large-customer-service-call-centers-has-7-things\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"https:\/\/www.aerocominc.com\/info\/the-best-ai-contact-center-software-for-large-customer-service-call-centers-has-7-things\/\"> omnichannel queuing <\/a>\u2014 the ability to manage all communication methods within your contact center software: phone calls, web chat, email, and HIPAA-compliant SMS messages.<\/p>\n\n\n\n<p>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\u2019t assign them a web chat. If they\u2019re working on an email, the software might still allow them to handle a chat or text depending on timing.<\/p>\n\n\n\n<p>This unified view lets you manage communication flow more effectively and improves both efficiency and the patient experience.<\/p>\n\n\n\n<h4>3. Multi-Language Web Chat and Communication<\/h4>\n\n\n\n<p>The third feature is multi-language web chat. This allows agents to chat with patients in different languages using real-time AI translation.<\/p>\n\n\n\n<p>Without this feature, you\u2019d need dedicated staff for each language \u2014 which limits flexibility. With AI translation, even non-Spanish-speaking agents can communicate with Spanish-speaking patients via chat while still maintaining quality.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" width=\"1024\" height=\"576\" src=\"https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/10\/wp-1-1024x576.jpg\" alt=\"The Best Call Center Software For Healthcare Companies: 6 Must Haves\u00a0\" class=\"wp-image-11348\" srcset=\"https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/10\/wp-1-1024x576.jpg 1024w, https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/10\/wp-1-300x169.jpg 300w, https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/10\/wp-1-768x432.jpg 768w, https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/10\/wp-1-1536x864.jpg 1536w, https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/10\/wp-1-250x141.jpg 250w, https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/10\/wp-1-600x338.jpg 600w, https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2025\/10\/wp-1.jpg 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h4>4. Workforce Management (WFM) and Automation<\/h4>\n\n\n\n<p>The fourth must-have feature is <a href=\"https:\/\/www.youtube.com\/watch?v=3Ib8mR-919E&amp;embeds_referring_euri=https%3A%2F%2Fwww.aerocominc.com%2F&amp;source_ve_path=MjM4NTE\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"https:\/\/www.youtube.com\/watch?v=3Ib8mR-919E&amp;embeds_referring_euri=https%3A%2F%2Fwww.aerocominc.com%2F&amp;source_ve_path=MjM4NTE\">Workforce Management (WFM)<\/a> or workforce automation. This uses AI to detect communication patterns and predict staffing needs.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>AI-driven WFM tools use past data to give accurate staffing suggestions, keeping your contact center balanced, efficient, and cost-effective.<\/p>\n\n\n\n<h4>5. Quality Management and Assurance (QM\/QA)<\/h4>\n\n\n\n<p>The fifth must-have is <a href=\"https:\/\/www.sprinklr.com\/blog\/call-center-quality-assurance-best-practices\/\" target=\"_blank\" rel=\"noreferrer noopener\" title=\"https:\/\/www.sprinklr.com\/blog\/call-center-quality-assurance-best-practices\/\">Quality Management<\/a> or Quality Assurance (QA). This feature uses AI to analyze interactions, detect customer sentiment, and flag issues in real time.<\/p>\n\n\n\n<p>AI can identify whether a customer sounds happy, indifferent, or upset \u2014 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.<\/p>\n\n\n\n<p>These insights help you track trends and improve performance across all agents. Since CSAT data comes from every call \u2014 not just a few survey responses \u2014 it provides a more accurate picture of customer experience.<\/p>\n\n\n\n<h4>6. Generative AI Chatbots and Voice Bots<\/h4>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>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<\/p>\n\n\n\n<p>This gives your agents more time for high-value interactions while improving response times and overall patient satisfaction.<\/p>\n\n\n\n<h4>Still confused? Reach out and contact me<\/h4>\n\n\n\n<p>If you\u2019d like my recommendation on the best contact center solutions your healthcare company should be quoting \u2014 especially if you have 50 or more agents \u2014 reach out, send me an <a href=\"mailto:AskMike@AeroComInc.com\" target=\"_blank\" rel=\"noreferrer noopener\">email<\/a>&nbsp;or give me a call (714.593.0011).<\/p>\n\n\n\n<p>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 \u2014 all at no charge to your company.<\/p>\n\n\n\n<p>Join the thousands of IT professionals who\u2019ve used my service to make smarter, faster decisions. Stop spending hours researching \u2014 just reach out. I love talking about this stuff and would be happy to help your organization.<\/p>\n\n\n\n<p>Don\u2019t forget to subscribe to the channel for weekly videos and visit AerocomInc.com. Thanks for watching, and I\u2019ll catch you in the next one.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><a href=\"mailto:askmike@aerocominc.com\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" width=\"200\" height=\"100\" src=\"https:\/\/www.aerocominc.com\/info\/wp-content\/uploads\/2023\/03\/Ask-Mike.png\" rel='magnific' alt=\"\" class=\"wp-image-10739\"\/><\/a><\/figure><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Your healthcare company has a call center, and it&#8217;s time to shop for new call center software. But what are the must-haves for a Healthcare Company&#8217;s call center software?In this video, I cover 6 must-haves for your call center software.<span class=\"ellipsis\">&hellip;<\/span> <a href=\"https:\/\/www.aerocominc.com\/info\/the-best-call-center-software-for-healthcare-companies-6-must-haves\/\"><\/p>\n<div class=\"read-more\">Read more &#8250;<\/div>\n<p><!-- end of .read-more --><\/a><\/p>\n","protected":false},"author":10,"featured_media":11349,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_mi_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0},"categories":[356],"tags":[984,933,380],"_links":{"self":[{"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/posts\/11346"}],"collection":[{"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/users\/10"}],"replies":[{"embeddable":true,"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/comments?post=11346"}],"version-history":[{"count":0,"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/posts\/11346\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/media\/11349"}],"wp:attachment":[{"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/media?parent=11346"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/categories?post=11346"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.aerocominc.com\/info\/wp-json\/wp\/v2\/tags?post=11346"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}