Contact Center Software for Healthcare

In the context of a booming digital transformation across all sectors, the healthcare industry is also continuously innovating to meet the growing expectations of patients. As health remains the top priority for every individual, the healthcare experience – from initial access to post-treatment care – has become more important than ever.

Given its direct connection to human health and lives, the healthcare sector demands precision, timeliness, and dedication at every stage of service. However, in reality, the growing number of private clinics and rising patient expectations for fast, multi-channel, and personalized support present new challenges. Under the pressure of overcrowding and fragmented operating systems, many healthcare facilities still struggle to engage with patients promptly and effectively – resulting in a decline in overall experience and satisfaction.

Customer Communication and Care Practices in Healthcare

Traditional call centers are overloaded, resulting in missed patient calls.

At many hospitals and clinics, especially during peak hours (7–9 a.m. and 5–7 p.m.), overloaded call center systems result in unanswered calls or long waiting times — ultimately leading to patient loss.

Inconsistent data sharing between departments

Call center agents, physicians, and administrative staff rely on disparate systems (e.g., Excel, standalone software), resulting in unsynchronized patient information. This fragmentation leads to scheduling conflicts, data loss, and inaccurate consultations.

Without an appointment reminder system, patients often miss their scheduled visits.

Patients may book appointments but fail to attend, or forget follow-up visits. This results in wasted clinic resources and negatively impacts treatment quality.

Absence of follow-up care procedures after consultations

After patients complete their appointments, many clinics fail to maintain follow-up communication, causing patients to forget their next visit or switch to other providers

Unable to measure the effectiveness of customer care

Without aggregated call reports, performance metrics, or feedback indicators, clinics cannot enhance customer service in a data-driven manner.

Disjointed communication across multiple channels

Requests and consultations from multiple channels (hotline, social media, website) often result in missed messages, delayed responses, and incomplete patient interaction histories.

Contact Center Software for Healthcare

Click to Call from the CRM interface with full patient information, making it easy to schedule appointments, provide medical consultations, set follow-up visits, handle complaints, and deliver post-visit care.
Automatic call distribution to assigned staff, ensuring every patient or customer is connected, even during peak hours.
Intelligent ticket system that stores the full patient interaction history, including audio recordings, notes, and callback reminders.
Automated SMS, email, and voice reminders to notify patients of appointments, follow-ups, and surveys throughout the pre- and post-visit process.
Call history management, call recording, and detailed reporting to evaluate and improve service quality.
Integration with existing CRM software, synchronizing incoming patient information with patient management systems — including appointments, follow-ups, and interaction history — and displaying full details to relevant departments.
AI Voicebot: two-way interaction with patients for simple cases.
QC Bot: evaluates calls, detects patient intent through call analysis.

Key Benefits of Contact Center Solutions

Omni-channel appointment scheduling: Patients can schedule visits, retrieve reports and prescriptions, and receive booking confirmations via their chosen platform.

Appointment reminders and confirmations: Deliver notifications for scheduled visits and follow-ups, verify patient information and prescriptions, and gather feedback via surveys to assess and address patient needs.

Clinics can improve call engagement by informing patients about new services, special offers, vaccinations, tests, or providing health care tips through calls.

Unified patient data management: Store and access patient information such as treatment history and prescriptions in one place, ensuring seamless and uninterrupted service delivery.

Voice Bot / Chatbot Integration: Automate routine queries, including appointment booking, access to medical test results, and common patient questions, improving efficiency and response times.

Patient Sentiment Analysis: Leverage emotion analysis from call recordings and prior interaction history to understand patient needs and improve the quality of the overall care experience.

Why Choose the PiTEL Contact Center Solution

PiTEL Contact Center, trusted by 1,000+ companies, offers you:

All-in-one functionality: Seamless calling on web and mobile, plus free storage for call logs and recordings.

Customizable setup: Personalize greetings, IVR, and department-specific key functions for smooth operations.

Automation: Automatically distribute calls to staff based on their team or department expertise, and perform auto-dialing from pre-defined lists.

Call history and smart management: Store all call records and manage them efficiently through a ticketing system, with both overview and detailed reporting.

PiTEL: The Contact Center Solution Trusted by Healthcare Institutions

Throughout its collaboration with the healthcare, PiTEL has been adopted by numerous reputable hospitals and clinics nationwide, including Phuong Chau International Hospital, S.I.S Can Tho International General Hospital, and Gia Dinh Clinic.

This adoption reflects PiTEL’s proven service quality, flexible solution capabilities, and reliable long-term support for healthcare partners.

Experience PiTEL’s Solution

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