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 member and patient experience.

Turn Your Contact Center Into a Member Engagement Center

In the era of personalized care, Talkdesk enables better experiences while also improving health and business outcomes. From greater productivity to increased satisfaction, Talkdesk delivers the modern, secure and HIPAA-compliant contact center to help you reimagine the healthcare experience for real people.

Build Trusted Member Relationships

Payers look to deliver quality choices and lower costs while driving health outcomes. Whether handling prior authorizations, answering billing and claims questions, or guiding consumers through their health coverage, the contact center is your primary engagement point:

  • Build member trust and create enduring relationships through efficient and personalized engagement.
  • Easily scale your contact center workforce to handle busy times, such as the annual open enrollment period. 
  • Set up your remote agent workforce for success during and after COVID-19. 
  • Improve productivity and expand your member engagement capabilities by easily integrating with a wide variety of healthcare systems and tools, including medical billing, CRM and more. 

Reimagine the Patient Experience

Patients and their caregivers expect immediate access, greater choices and personalized care. Healthcare providers and organizations are looking to lower costs while improving health outcomes. Talkdesk can help you progress towards both goals: 

  • Personalize the patient experience with integrations to healthcare CRM, medical billing, EHRs, and many other clinical and administrative systems. 
  • Send HIPAA-compliant communications, like wellness tips and appointment reminders, that drive member engagement and ensure better outcomes. 
  • Encourage member actions that lead to better business and health results, such as reducing no-show rates or supporting comprehensive follow-up care plans. 
  • Increase patient access and provide secure virtual care to deliver services in home and community settings.

Personalize 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:

  • 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.  

Remain Compliant, Reduce Security Risks and Protect Privacy

Security, privacy and regulatory compliance matter. Talkdesk has among the most stringent safeguards and is also the only contact center provider to offer 100% uptime SLAs. Talkdesk CX Cloud offers: 

  • 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

"Information security is Cognosante’s number-one goal. Talkdesk helps us address our liability and security concerns by allowing us to own and control our call recordings. No other solution offers this."

Michael Zurat, Director of Engagement Solutions, Cognosante

Cognosante got 500 agents up and running in just 2 days.

"We’re able to get to our providers and our patients even quicker and provide better customer service."

Greg Zalecki, Director of Sales Operations, Sema4

Sema4 leveraged analytics insights to lower average speed of answer by 33%.

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.

Hear Why Our Customers Love Talkdesk

Rated 4.5 out of 5 based on 781 reviews on

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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