Solutions by Industry

Healthcare & Life Sciences

Talkdesk is the modern cloud contact center solution used by some of the world’s largest healthcare organizations to reimagine the patient and member experience.

Turn Your Healthcare Contact Center Into a Patient-focused Strategic Resource

Talkdesk enables healthcare organizations to improve business and clinical outcomes, by synchronizing the patient journey across any communication channel – web, email, SMS, mobile app, virtual agent or live agent – resulting in happy and easy experiences.

Vaccine Administration

Simplify your COVID-19 vaccine administration and communication processes. With Talkdesk, providers and pharmacies can simplify and accelerate patient access to the vaccine with better customer service and a seamless experience. Get access at no cost for 6 months and go live in as little as 24 hours.

The Patient Experience Revolution

90% of provider organizations say that their contact centers will play an integral role in driving great patient experiences in the next two years.

Reimagine the Patient Experience

Patients expect more: 96% of patients surveyed report that poor customer service is their #1 complaint and 51% of healthcare consumers cited convenience as the most important factor informing their healthcare decision-making. With Talkdesk, healthcare providers can improve customer satisfaction and deliver more convenience.

  • Personalize patient experiences, through integration with EHRs, CRM solutions, and many other clinical, financial and administrative systems.
  • Engage patients with proactive communications, such as wellness tips, appointment reminders, and pre- and post-visit communications, that drive member interactions.
  • Encourage patient actions that lead to better business and clinical outcomes, such as reducing no-show or readmission rates, or supporting comprehensive care plans across the care continuum.
  • Streamline patient access and provide secure virtual care to deliver services in home and across communities.

Build Trusted Member Relationships

Payers seek to empower members with quality choices, lower costs and convenience, while improving health outcomes, improving profitability, reducing churn and enhancing customer satisfaction. Talkdesk is your primary engagement point for building trusted relationships. 

  • Build member trust and create enduring relationships through easy, efficient and personalized communication experiences.
  • Rapidly scale your contact center and workforce to handle busy times, such as the annual open enrollment period.
  • Empower agents and increase satisfaction as they shift to working from home.
  • Improve productivity and expand your member engagement capabilities by easily integrating with a wide variety of systems and tools, including CRM, knowledge management, claims and more.

Personalize Provider Interactions

In the era of personalized medicine, patients and key stakeholders expect better outcomes and improved access to care. Talkdesk helps you personalize engagement with healthcare providers (HCPs), patients and caregivers to ensure a better experience:

  • Improve patient engagement to drive trial recruitment and reduce patient dropout.
  • Send HIPAA-compliant communications to engage medical teams, as well as patients and caregivers.  
  • Personalize the HCP experience and quickly respond to medical and scientific inquiries. 
  • Efficiently manage questions related to adverse events, patient assistance programs, product questions and more.  
  • Improve productivity using Talkdesk’s extensive integrations, including life sciences CRM, commercial and medical content management systems, medical inquiry tools and clinical trial systems. 

Ensure Privacy and Compliance

Security, privacy and regulatory compliance are essential in healthcare. Talkdesk applies the most rigorous safeguards to ensure safety and is also the only contact center solution provider to offer a 100% uptime SLA. With Talkdesk CX Cloud™ powering your contact center, you’ll have: 

  • End-to-end data encryption to ensure compliance with HIPAA requirements for handling Protected Health Information (PHI), as well as international data regulations such as GDPR and CCPA.  
  • Security framework including NIST, OWASP, ISO27001, SOC2 and PCI-DSS Level 1.
  • A unique 100% uptime SLA guarantee. 
  • Flexible cloud deployments localized to affiliate country and regulatory requirements.

Innovative Healthcare and Life Sciences Organizations Leverage Talkdesk to Manage Their Contact Center

Everything You Need to Improve the Member and Patient Experience

HIPAA Compliant & More

With over 30 compliance certifications, including HIPAA, PCI and GDPR, Talkdesk has a top-tier security posture — and a dedicated team to uphold it.

Virtual Care

Scale across geographical and organization boundaries. Agents and clinicians can take calls anywhere, using Talkdesk on their home computer, mobile phone or tablet.

Industry-specific Integrations

Unify the data in your CRM, EHR, billing and claims systems in a single view. Talkdesk integrates with ease to connect the patient experience and provide complete visibility.

100% Uptime SLA

When you’re on call, so are we. When it comes to availability, you have our guarantee with a 100% uptime SLA. That’s just how we operate.

Flexible Deployment Options

Store your data, your way. Choose from public, private and hybrid cloud options that put you in control.

Contextual Routing

Collect data from the patient journey — such as member ID, web or mobile activity, or location — to connect consumers with the specialist best equipped to help.

Omnichannel

Deliver the right message through the right channel. Communicate using email, interactive voice recording, live call, SMS and messaging apps to maximize reach.

In-App Automations

Schedule appointments, check prescriptions or estimate costs, directly in the agent interface — all without ever leaving the Talkdesk platform.

Call Recording

Capture every call and protect every patient. Customize storage and retention preferences to secure data and meet compliance needs.

Sentiment

Capture sentiment and satisfaction scores. Use emotion and feedback insights to improve agent empathy and patient retention.

Proactive Outreach

Automatically send health tips, appointment reminders and preadmission forms to keep patients informed and engaged.

Outbound Dialing

Quickly conduct post-admission follow-ups or survey calls to ensure future patient satisfaction.

Agent Assistance

Proactively provide agents with relevant information, such as hospital locations or benefits coverage, based on stated patient needs and optimized outcome.

Advanced Analytics

Create custom reports and dashboards. AI-powered insights surface trends and help supervisors identify and act on coaching opportunities.

Automated Forecasting

Modernize workforce management with AI-driven forecasts that accurately anticipate staffing needs and generate corresponding schedules.

Global Call Quality

Every call matters. Make a great impression with crystal-clear conversations and unmatched reliability.

Experience the Cloud Contact Center for Innovative Enterprises

Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.

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