Healthcare Contact Centers Stuck in Tech Limbo Despite Dissatisfaction
Event summary
- 85% of healthcare leaders want to switch contact center vendors but feel trapped by switching costs and vendor lock-in.
- Only 32% are 'very confident' their current tech stack can handle future complexity.
- 53% cite long wait times as a major pain point, with 37% linking inefficiencies to delayed clinical responses.
- 67% see AI-enabled routing as critical but 68% have hybrid/on-prem architectures hindering adoption.
The big picture
The report highlights a systemic disconnect between outdated contact center technology and the evolving needs of healthcare operations. While AI is seen as critical, legacy infrastructure and budget constraints create a bottleneck. This tech stagnation risks worsening operator turnover and patient care delays, making the contact center a strategic liability rather than an asset.
What we're watching
- Vendor Lock-In
- How PerfectServe and competitors will capitalize on dissatisfaction despite switching barriers.
- AI Adoption
- The pace at which healthcare contact centers modernize infrastructure to support AI routing.
- Operational Metrics
- Whether healthcare organizations will expand tracking beyond speed-to-answer to measure deeper inefficiencies.
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