Cloud Telephony for Healthcare Industry to enhance Customer Communicationby Avinash Mittal Blogger
The healthcare industry is one of the largest and fastest
growing industries worldwide. In India, it is growing at CAGR of 16.5 % and is
expected to rise to $280 billion by 2020. With the growth of the health industry,
one thing becomes invaluable for it’s stakeholders, i.e, customer communications.
However, there are several communication challenges for the healthcare
Challenges in Communication
for the Healthcare Industry:-
a track of client communications
the performance of agents
the customer experiences
all the outbound campaigns
Due to an ineffective communication, delay in medical
treatments has often been witnessed and has caused substantial loss. Though Healthcare
institutions have been coping up to avoid any such incident but due to the
high-cost of traditional EPABX setups, effective communication could not be achieved.
Recently, Cloud Telephony has emerged as an appropriate replacement to this
problem. The required automation and streamlining of the calls can be fulfilled
with this technology.
What is Cloud
is a method used to deliver telephone applications on the cloud as a hosted
is a messaging and voice service that does not need outdated business telephone
· It is a mode by which businesses could make or receive multiple voice calls and messages without investing on any additional capital infrastructure.
How does Cloud
Telephony improve customer communication in healthcare industry?
There are various advantages of Cloud Communication in the
healthcare sector such as:-
Provides Easy patient
Proper Communication solution for healthcare is of prime
importance. Embracing cloud communication in healthcare sector helps create a
single number for all your customer queries with automated IVR guidance. A smart
routing system enables transfer of calls to the right agent, also, transfer
calls to the requested doctor or healthcare department from the system.
Automated service reminders
A lot of patients might need reminders for their next
appointment. You can set-up automated call for each one and also send SMS
reminders through a call center software for healthcare, available through Cloud Telephony. This would not only lessen patient no-shows, but also help
establish a good reputation as a healthcare.
Automated feedback systems
A healthcare center should maintain a good relationship with
patients by obtaining first-hand feedback from them. Due to cloud
communication, it is easy to get feedback from the patients after every visit.
You can easily set up an automated campaign that uses calls and SMS to collect
feedback from your patients, and save them categorywise on your dashboard.
Updated patient records
Cloud Telephony in healthcare facilitates easy integration
with healthcare information management systems. This would help to keep your
patient records updated and thus, it would be easier for the agents to have
meaningful conversations with the patients every time.
Automated outbound reminder
By adopting cloud communication, you can set-up an automated
reminder call to the patient half an hour before the appointment time. This
gives them sufficient time to get ready for the appointment. Also, lets you know
if they need to cancel it.
Safeguarding customer data
Patients expect all their data to be safe and confidential.
They are not comfortable sharing information even to the representatives of the
healthcare center. With the help of Cloud communication, you can connect your
technicians to your patients, without disclosing their contact information.
Cloud Telephony is a reliable solution for the healthcare
sector. It has made the communication much more smooth and simplified. It is
easily accessible and a flexible solution for healthcare institutions of all
Created on Nov 22nd 2019 03:34. Viewed 986 times.