Research Overview

Frost & Sullivan has identified the healthcare vertical as ripe for digital transformation and adoption of modern communications and collaboration technologies with the objective of improving operational efficiencies and enhancing patient care. The study covers key use cases for point solutions such as video conferencing or team messaging, as well as integrated suites such as unified communications and collaboration (UCC), UC as a service (UCaaS), communications platform as a service (CPaaS), and contact center and contact center as a service (CCaaS). It also discusses opportunities for improving patient and practitioner experiences, and enhancing important workflows in the healthcare industry vertical using application programming interfaces (APIs) and programmable communications capabilities.

More specifically, the study has identified the following use cases whereby advanced communications tools can deliver value to healthcare organizations: remote video consultations, scheduling, caregiver coordination and communications, admission and orientation for remote consultations, triage and admission (for in-person consultations), inbound and outbound patient communications and notifications, on-premise and remote monitoring and assistance, contact tracing and tracing automation, and emergency mass notifications and emergency management solutions.

The COVID-19 pandemic exposed the industry’s lack of preparedness to properly handle a calamity of this magnitude. From supply-chain challenges, to safety protocols, workload distribution and patient outreach, healthcare organizations struggled to deliver excellent patient services while maintaining profitable operations and staff productivity and job satisfaction.