The State of Healthcare Contact Centers: What the Data Says

84%

say tech gaps affect their ability to hire and keep operators

46%

cite integration complexity as the #1 barrier to adopting new technology

87%

rate themselves as beginning or intermediate in AI maturity

40%

have EHR integration, despite averaging 5+ tools in their stack

A lot of healthcare operator environments look fine on paper. Calls are getting answered. Teams are keeping things moving. And from a distance, it can look like the operation is holding up.

But that's often where the real problem starts, because "answered quickly" is not the same as "handled well." A call can be picked up fast and still turn into a long hold, another transfer, another system switch, another attempt to find the right person, and another frustrating experience for the patient or referring provider on the other end.

PerfectServe surveyed 100+ healthcare IT and operations leaders about the state of hospital operator environments, from switchboards and transfer workflows to the broader call management technology stack behind them. The data is clear: many organizations are measuring the wrong things, operating with more fragmented stacks than they realize, and asking operators to work around systems that were never built for the complexity they handle today.

This session brings together contact center consultants and a product specialist who works inside these environments every day to unpack what the data means, and what health systems can do about it.

What You’ll Take Away

Every topic in this session is tied to a decision you may need to make or a conversation you may need to have internally.

• Benchmark data to see how your operator environment compares to peers across the industry.
• A clearer picture on UCaaS vs. CCaaS, and where switchboard technology fits in.
• Real talk on AI, tech adoption, and where hospital operator environments are heading in the next 12 to 18 months.
• Walk away with a framework for taking this data back to your leadership team, along with the language to build the internal case for change.

Who Should Watch?

Built for IT and operations leaders responsible for how care teams connect, communicate, and coordinate inside the health system.

• Patient Access & Transfer Center Leaders: You'll recognize the performance gaps the data describes and leave with language to build the internal case for change.
• IT & Unified Communications Leaders: You'll get an honest assessment of where integration complexity is stalling progress and what a more consolidated architecture looks like in practice.
• Contact Center Operations Leaders: You'll see your workforce and workflow challenges reflected in the data and hear directly from peers who have navigated them.