Global Hospital Contact Center Solution Market Size More Than Triples to Reach USD 25.6 Billion by 2029

Published | 29 June 2023

The global hospital contact center solution market is flourishing due to the increasing use of digital technology in healthcare, the rapid shift from analog to digital technologies, as well as the widespread implementation of next-generation IVR with superior voice recognition in the healthcare sector.

BlueWeave Consulting, a leading strategic consulting and market research firm, in its recent study, estimated the global hospital contact center solution market size at USD 7,942.11 million in 2022. During the forecast period between 2023 and 2029, BlueWeave expects the global hospital contact center solution market size to expand at a robust CAGR of 18.35% reaching a value USD 25,675.95 million by 2029. The increasing use of digital technology in healthcare is likely to drive the expansion of the global hospital contact center solution market. As healthcare organizations digitize their operations, they need contact center solutions that can interact with their existing systems and handle a variety of communication methods. Advanced hospital contact center technologies, such as automated voice response, AI-powered chatbots, and video consultations, are in high demand. The need for increased patient involvement and communication is also propelling the hospital contact center solutions market forward. Contact center solutions are critical to meeting patients' expectations of seamless, personalized, and convenient healthcare experiences. As a result, a spurring demand for hospital contact center solutions is expected to boost the growth of global hospital contact center market during the period in analysis.

Opportunity: Increasing adoption of advanced technologies

The hospital contact center market is seeing tremendous expansion and transition, due to the emergence of innovative technologies that are changing the way healthcare organizations interact with patients and manage their operations. Adoption of artificial intelligence (AI) and machine learning (ML) technologies is one of the most significant technological advancements in the hospital contact center market. Chatbots and virtual assistants powered by AI are becoming more common in hospital contact centers, allowing patients to access care and information swiftly and efficiently. These technologies can also assist healthcare organizations in optimizing their operations by automating repetitive procedures and boosting data analysis accuracy. Therefore, increasing adoption of advanced technologies is expected to drive the growth of the market in coming years.

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Challenge: Integration of various healthcare systems and technologies

The integration of several healthcare systems and technology can provide considerable issues for hospital contact centers, especially when it comes to handling patient data and guaranteeing data privacy and security. Data interoperability is one of the most difficult issues of integrating healthcare systems and technologies. To manage patient data, hospitals employ a variety of software systems and technologies, including electronic health records (EHRs), patient portals, and billing systems. Integrating various systems can be difficult, especially when they use distinct data formats or need different authentication mechanisms. Therefore, integration of numerous healthcare systems and technologies could limit the growth of the global hospital contact center market.

Impact of COVID-19 on Global Hospital Contact Center Solution Market

The pandemic of COVID-19 had a major impact on the healthcare sector, accelerating the implementation of virtual care and remote communication technologies, including hospital contact center systems. Many hospitals had to quickly implement new technologies and workflows to support remote communication, triage, and care in response to the pandemic. The increased demand for virtual care and telemedicine solutions has been one of the key effects of the pandemic on the hospital contact center sector. Hospitals have been forced to quickly adopt new technology that enables them to provide care remotely, such as video consultations, remote patient monitoring, and virtual triage. It has increased the demand for advanced contact center systems that offer these capabilities while still providing consistent patient experience. Thus, the pandemic positively impacted the growth of the global hospital contact center market.

Segmental Information

Global Hospital Contact Center Solution Market - By Service

Based on service, the global hospital contact center market is split into professional services and managed services segments. The professional services segment dominated the market and accounted for a significant share of the global revenue. Professional services are important in the hospital contact center solution market because they assist healthcare organizations in implementing and optimizing their contact center systems. Professional service providers may offer a variety of services, such as implementation & customization, training & support, and continuous optimization & consultation.

 Global Hospital Contact Center Solution Market - By Application

Based on application, the global hospital contact center market is segmented into workforce optimization, customer relationship management, interactive voice response, and others. Workforce optimization is expected to be the fastest-growing application segment during the forecast period. Workforce optimization (WFO) skills are frequently included in hospital contact center solutions to assist healthcare organizations in improving the efficiency and productivity of their contact center operations. WFO tools can assist hospitals in managing and optimizing personnel levels, improving agent performance, and improving the overall customer experience.

Global Hospital Contact Center Solution Market - By Region

Asia Pacific is expected to hold a significant market share over the forecast period. Increasing healthcare spending is predicted to bolster the region's healthcare IT infrastructure, increasing demand for healthcare information systems (HIS). Improving healthcare facilities in countries, such as Japan, Malaysia, Australia, and South Korea are also predicted to drive regional market expansion. An increasing product demand for efficient administrative, clinical, and financial management, as well as increased HIS implementation by healthcare facilities in the region, are expected to fuel the region's growth.

Competitive Landscape

The global hospital contact center solution market is highly competitive, with all the players continually competing to gain a larger market share. Key players in the market include Genesys, Aspect Software, Invensis Technologies Pvt Ltd, DATAMARK Incorporated, Ozonetel, Virtusa Corp, IBM, 3CLogic, 8x8, Inc., ALE International, AT&T Intellectual Property, Avaya Inc., Cisco Systems, Inc., CenturyLink, Lumen Technologies, Plantronics, Inc., Mitel Networks Corp., RingCentral, Inc., Sangoma, and Native.

Don’t miss the business opportunity of the Global Hospital Contact Center Solution Market. Consult our analysts to gain crucial insights and facilitate your business growth.

The report's in-depth analysis provides information about growth potential, upcoming trends, and the Global Hospital Contact Center Solution Market statistics. It also highlights the factors driving forecasts of total market size. The report promises to provide recent technology trends in the Global Hospital Contact Center Solution Market along with industry insights to help decision-makers make sound strategic decisions. The report also analyzes the growth drivers, challenges, and competitive dynamics of the market.

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