Healthcare Contact Center Solution Market Outlook

The global healthcare contact center solutions market is anticipated to reach USD 7,999.6 million in 2023. The market is projected to surpass a valuation of USD 49,256.8 million by 2033, growing at a CAGR of 19.9% through 2033. In the historical period from 2018 to 2022, the healthcare contact center solutions market witnessed a CAGR of 19.9%.

Attribute Details
Healthcare Contact Center Solutions Market Historical Growth Rate (2018 to 2022) 17.8%
Healthcare Contact Center Solutions Market Value (2023) USD 7,999.6 million
Healthcare Contact Center Solutions Market Anticipated Forecast Value (2033) USD 49,256.8 million
Healthcare Contact Center Solutions Market Projected Growth Rate (2023 to 2033) 19.9%

Healthcare contact center solutions offer hospitals several advantages, including balanced patient care, proactive web interaction, and enhanced payment and collection processes to enhance the patient experience. The requirement for healthcare contact center solutions is increasing quickly as most hospitals hunt for new and creative methods to interact with their current and future patients. Additionally, by implementing cutting-edge contact center technology, hospitals can improve the efficiency of their operating processes.

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Growth in the Healthcare Contact Centers Solution Market is Primarily Driven by Rising Adoption of Cloud-based Solutions and Services

Throughout the forecast period, the market for healthcare contact center solutions is anticipated to increase due to the widespread usage of cloud-based solutions and services in contact centers. Additionally, it is projected that the market for healthcare contact center solutions would expand due to the rising need for quick and efficient customer solutions.

The quick transition from analog to digital technologies and the widespread use of next-generation IVR with superior voice recognition in the healthcare sector is also projected to benefit the market's expansion for contact center solutions for healthcare providers.

The market is expanding due to major emergent dynamics such as AI, visual assistance, and data analytics. The rising need for quick and efficient client solutions creates revenue possibilities. Businesses now depend more than ever on contact centers to handle the additional demand brought on by the pandemic.

In addition, it is anticipated that there will be a significant increase in demand for healthcare contact center solutions due to the cost savings and widespread adoption of cutting-edge contact center technology solutions that help hospitals improve their operational efficiencies.

Obstacles projected to limit market expansion include compliance and regulatory challenges for product approvals. Additionally, one of the main market limitations is the high cost of Research and Development associated with the manufacture and development of healthcare contact center solutions.

Rapid Adoption of Digital Technologies Accelerating the Growth of the North American Healthcare Contact Center Solutions Market

The healthcare contact center solutions market is dominated by North America, which is predicted to retain a market share of 31.1% by 2023. The enormous increase is the adoption of cloud-based contact center solutions by both small and large businesses in the healthcare sector. Furthermore, it is projected that the strong need for quick and efficient customer solutions would foster the expansion of the regional industry. Additionally, the rapid transition from analog to digital technologies and the widespread use of next-generation IVR with superior voice recognition in the healthcare industry is projected to benefit the market's expansion.

Sudip Saha
Sudip Saha

Principal Consultant

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Healthcare Contact Center Solutions Market in Europe is Growing Due to the Increased Research and Development Happenings

Due to extensive research and development, the second-largest healthcare contact center solutions market is in Europe. Additionally, several significant firms are trying to bolster their position in Europe through acquisitions, expansions, product launches, and approvals. The fast growth of hospital application fields, which makes it unavoidable for hospitals to move their IT infrastructure to the cloud in the future and opens up several new options, is predicted to drive demand for healthcare contact center solutions in Europe. Thus, as a result of these factors, it is anticipated that in 2023 Europe would hold a 23.3% market share for healthcare contact center solutions.

Increased Uptake of Cutting-edge Contact Center Technologies Driving Demand for Healthcare Contact Centre Solutions in Asia Pacific

In terms of market share for healthcare contact center solutions in 2023, Asia Pacific is anticipated to account for 25%. Due to the region's vast population and rising investment in research and development from public or private healthcare organizations, it is predicted that this region will account for a significant portion of the worldwide market for healthcare contact center solutions. Additionally, it is anticipated that there will be a significant increase in demand for healthcare contact center solutions. The market is likely to expand due to the low cost and widespread adoption of cutting-edge contact center technology solutions that allow hospitals to streamline their operational efficiencies.

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Startups are Trying out Technologies like Artificial Intelligence to Gain a Competitive Edge in the Healthcare Contact Centre Solutions Market

Many new companies are entering the marketplace with unique inventions due to a very high level of competition.

Example:

  • In April 2023, with a fresh emphasis on health equity, Amazon Web Services (AWS) announced the beginning of the next AWS Healthcare Accelerator. Startups with USA-based operations and applications are invited to apply to the Accelerator. This is a part of AWS's initiatives to assist businesses in closing the health equity gap by utilizing the power of the cloud. Other initiatives include the USD 40 million AWS Health Equity Initiative, about which AWS recently announced an update.
  • In July 2021, healthcare-focused customer service automation platform Syllable announced the completion of a USD 28 million series B investment round led by Oak HC/FT. The tools from the San Jose, California-based firm process and respond to patients' frequent questions using artificial intelligence. For instance, the company's voice assistant takes incoming calls from patients and guides them through a workflow of common requests, such as locating a certain doctor or making an appointment before connecting them to a live contact center operator.

Service Providers are Experimenting with Advanced Analytics, Technology Solutions, and Clinical Research Services to Lead the Healthcare Contact Centre Solutions Market

Since the healthcare contact center solutions market is extremely competitive, a clearly perceptible trend that is being noticed everywhere is that large organizations are now looking to conduct a certain business-related activity in a country that provides favorable legislation.

For instance, in September 2021, the medical information (MI) Contact Center services offered by IQVIA, a global provider of advanced analytics, technological solutions, and clinical research services to the life sciences sector, were enhanced with new AI-powered technologies. Companies in the life sciences sector utilize IQVIA's MI Contact Center services to monitor product quality and safety, provide information about new products and relevant therapeutic areas, and share information about new goods. To do this, teams of knowledgeable agents directly answer queries from customers, patients, and healthcare professionals (HCPs) worldwide. IQVIA's MI Contact Center services now employ AI-powered virtual agents alongside knowledgeable human agents to triage and answer inquiries. This mix of AI-powered agents and human agents produces faster reaction times and reporting of negative events or quality issues.

Key Players

  • Genesys
  • Aspect Software
  • Invensys
  • DATAMARK Incorporated
  • Aspect
  • Ozonetel
  • Virtusa Corporation.

Report Scope

Attribute Details
Growth Rate CAGR of 19.9% from 2023 to 2033
Base Year for Estimation 2022
Historical Data 2018 to 2022
Forecast Period 2023 to 2033
Quantitative Units Revenue in USD million, Volume in Kilotons, and CAGR from 2023 to 2033
Report Coverage Revenue Forecast, Volume Forecast, Company Ranking, Competitive Landscape, Growth Factors, Trends, and Pricing Analysis
Segments Covered Deployment, Application, Service, Enterprise Type, Region
Regions Covered North America; Latin America; The Asia Pacific; Middle East and Africa; Europe
Key Countries Profiled United States of America, Canada, Brazil, Argentina, Germany, United Kingdom, France, Spain, Italy, Nordics, BENELUX, Australia & New Zealand, China, India, ASEAN, GCC Countries, South Africa
Key Companies Profiled Genesys; Aspect Software; Invensys; DATAMARK Incorporated; Aspect; Ozonetel; Virtusa Corporation.
Customization Available Upon Request

Healthcare Contact Center Solution Market: Market Segmentation

By Deployment:

  • On-premises
  • Cloud-based

By Application:

  • For Workforce Optimization
  • For Customer Relationship Management
  • For Interactive Voice Response
  • For Other Applications

By Service:

  • Professional
  • Managed

By Enterprise Type:

  • For SMBs
  • For Large Enterprises

By Region:

  • North America
  • Latin America
  • Europe
  • Asia Pacific
  • Middle East and Africa

Frequently Asked Questions

Why is the China market witnessing higher growth?

The growing aging population and the increasing prevalence of chronic diseases are driving the growth of the healthcare contact center solution market in Asia Pacific.

Why are sales of healthcare contact center solutions surging in Germany?

The increasing focus on patient care and the rising demand for customer service are driving the growth of the healthcare contact center solution market in Europe.

What is driving the adoption of healthcare contact center services globally?

The booming IT sector and the increasing demand for remote patient care are driving the adoption of healthcare contact center services globally.

What is the contribution of the United States in the market?

The United States held 35% of the global market share in 2022.

Which region presents lucrative growth opportunities?

Asia Pacific is projected to witness the highest CAGR of 10% through 2033.

Table of Content
  • 1. Executive Summary
  • 2. Market Overview
  • 3. Market Background
  • 4. Global Market Analysis 2018 to 2022 and Forecast, 2023 to 2033
  • 5. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Deployment
    • 5.1. On-premises
    • 5.2. Cloud-based
  • 6. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Application
    • 6.1. For Workforce Optimization
    • 6.2. For Customer Relationship Management
    • 6.3. For Interactive Voice Response
    • 6.4. For Other Applications
  • 7. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Service
    • 7.1. Professional
    • 7.2. Managed
  • 8. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Enterprise Type
    • 8.1. For SMBs
    • 8.2. For Large Enterprises
  • 9. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Region
    • 9.1. North America
    • 9.2. Latin America
    • 9.3. Western Europe
    • 9.4. Eastern Europe
    • 9.5. South Asia and Pacific
    • 9.6. East Asia
    • 9.7. Middle East and Africa
  • 10. North America Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
  • 11. Latin America Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
  • 12. Western Europe Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
  • 13. Eastern Europe Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
  • 14. South Asia and Pacific Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
  • 15. East Asia Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
  • 16. Middle East and Africa Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
  • 17. Key Countries Market Analysis
  • 18. Market Structure Analysis
  • 19. Competition Analysis
    • 19.1. Genesys
    • 19.2. Aspect Software
    • 19.3. Invensys
    • 19.4. DATAMARK Incorporated
    • 19.5. Aspect
    • 19.6. Ozonetel
    • 19.7. Virtusa Corporation
    • 19.8. IBM
    • 19.9. 3CLogic
    • 19.10. ALE International
    • 19.11. AT&T Intellectual Property
    • 19.12. Avaya Inc.
    • 19.13. Cisco Systems, Inc.
    • 19.14. CenturyLink
    • 19.15. Lumen Technologies
    • 19.16. Plantronics, Inc.
    • 19.17. Mitel Networks Corp
    • 19.18. RingCentral, Inc.
    • 19.19. Sangoma
    • 19.20. Nextiva
  • 20. Assumptions & Acronyms Used
  • 21. Research Methodology
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