Hospital Contact Center Solution Market - Global Size, Share, Trend Analysis, Opportunity and Forecast Report, 2019-2029, Segmented By Service ; By Deployment Mode ; By Enterprise Type ; By Application ; By Region

Description

Global Hospital Contact Center Solution Market Size More Than Triples to Reach USD 25.6 Billion by 2029

The global hospital contact center solution market is flourishing due to the increasing use of digital technology in healthcare, the rapid shift from analog to digital technologies, as well as the widespread implementation of next-generation IVR with superior voice recognition in the healthcare sector.

BlueWeave Consulting, a leading strategic consulting and market research firm, in its recent study, estimated the global hospital contact center solution market size at USD 7,942.11 million in 2022. During the forecast period between 2023 and 2029, BlueWeave expects the global hospital contact center solution market size to expand at a robust CAGR of 18.35% reaching a value USD 25,675.95 million by 2029. The increasing use of digital technology in healthcare is likely to drive the expansion of the global hospital contact center solution market. As healthcare organizations digitize their operations, they need contact center solutions that can interact with their existing systems and handle a variety of communication methods. Advanced hospital contact center technologies, such as automated voice response, AI-powered chatbots, and video consultations, are in high demand. The need for increased patient involvement and communication is also propelling the hospital contact center solutions market forward. Contact center solutions are critical to meeting patients' expectations of seamless, personalized, and convenient healthcare experiences. As a result, a spurring demand for hospital contact center solutions is expected to boost the growth of global hospital contact center market during the period in analysis.

Opportunity: Increasing adoption of advanced technologies

The hospital contact center market is seeing tremendous expansion and transition, due to the emergence of innovative technologies that are changing the way healthcare organizations interact with patients and manage their operations. Adoption of artificial intelligence (AI) and machine learning (ML) technologies is one of the most significant technological advancements in the hospital contact center market. Chatbots and virtual assistants powered by AI are becoming more common in hospital contact centers, allowing patients to access care and information swiftly and efficiently. These technologies can also assist healthcare organizations in optimizing their operations by automating repetitive procedures and boosting data analysis accuracy. Therefore, increasing adoption of advanced technologies is expected to drive the growth of the market in coming years.

Challenge: Integration of various healthcare systems and technologies

The integration of several healthcare systems and technology can provide considerable issues for hospital contact centers, especially when it comes to handling patient data and guaranteeing data privacy and security. Data interoperability is one of the most difficult issues of integrating healthcare systems and technologies. To manage patient data, hospitals employ a variety of software systems and technologies, including electronic health records (EHRs), patient portals, and billing systems. Integrating various systems can be difficult, especially when they use distinct data formats or need different authentication mechanisms. Therefore, integration of numerous healthcare systems and technologies could limit the growth of the global hospital contact center market.

Impact of COVID-19 on Global Hospital Contact Center Solution Market

The pandemic of COVID-19 had a major impact on the healthcare sector, accelerating the implementation of virtual care and remote communication technologies, including hospital contact center systems. Many hospitals had to quickly implement new technologies and workflows to support remote communication, triage, and care in response to the pandemic. The increased demand for virtual care and telemedicine solutions has been one of the key effects of the pandemic on the hospital contact center sector. Hospitals have been forced to quickly adopt new technology that enables them to provide care remotely, such as video consultations, remote patient monitoring, and virtual triage. It has increased the demand for advanced contact center systems that offer these capabilities while still providing consistent patient experience. Thus, the pandemic positively impacted the growth of the global hospital contact center market.

Segmental Information

Global Hospital Contact Center Solution Market - By Service:

Based on service, the global hospital contact center market is split into professional services and managed services segments. The professional services segment dominated the market and accounted for a significant share of the global revenue. Professional services are important in the hospital contact center solution market because they assist healthcare organizations in implementing and optimizing their contact center systems. Professional service providers may offer a variety of services, such as implementation & customization, training & support, and continuous optimization & consultation.

Global Hospital Contact Center Solution Market - By Application:

Based on application, the global hospital contact center market is segmented into workforce optimization, customer relationship management, interactive voice response, and others. Workforce optimization is expected to be the fastest-growing application segment during the forecast period. Workforce optimization (WFO) skills are frequently included in hospital contact center solutions to assist healthcare organizations in improving the efficiency and productivity of their contact center operations. WFO tools can assist hospitals in managing and optimizing personnel levels, improving agent performance, and improving the overall customer experience.

Global Hospital Contact Center Solution Market - By Region:

Asia Pacific is expected to hold a significant market share over the forecast period. Increasing healthcare spending is predicted to bolster the region's healthcare IT infrastructure, increasing demand for healthcare information systems (HIS). Improving healthcare facilities in countries, such as Japan, Malaysia, Australia, and South Korea are also predicted to drive regional market expansion. An increasing product demand for efficient administrative, clinical, and financial management, as well as increased HIS implementation by healthcare facilities in the region, are expected to fuel the region's growth.

Competitive Landscape:

The global hospital contact center solution market is highly competitive, with all the players continually competing to gain a larger market share. Key players in the market include Genesys, Aspect Software, Invensis Technologies Pvt Ltd, DATAMARK Incorporated, Ozonetel, Virtusa Corp, IBM, 3CLogic, 8x8, Inc., ALE International, AT&T Intellectual Property, Avaya Inc., Cisco Systems, Inc., CenturyLink, Lumen Technologies, Plantronics, Inc., Mitel Networks Corp., RingCentral, Inc., Sangoma, and Native.

The report's in-depth analysis provides information about growth potential, upcoming trends, and the Global Hospital Contact Center Solution Market statistics. It also highlights the factors driving forecasts of total market size. The report promises to provide recent technology trends in the Global Hospital Contact Center Solution Market along with industry insights to help decision-makers make sound strategic decisions. The report also analyzes the growth drivers, challenges, and competitive dynamics of the market.

Product Code: BWC23509

1. Research Framework

1.1. Research Objective
1.2. Product Overview
1.3. Market Segmentation

2. Executive Summary

3. Global Hospital Contact Center Solution Market Insights

3.1. Industry Value Chain Analysis
3.2. DROC Analysis
- 3.2.1. Growth Drivers
  - 3.2.1.1. Increasing usage of contact center software to enhance customer experience
  - 3.2.1.2. Growing technological innovations in the in the hospital contact center solution
- 3.2.2. Restraints
  - 3.2.2.1. Rising instances of cyberattacks on hospital contact center operations
  - 3.2.2.2. Lack of technological infrastructure and resources required to support contact center solutions.
- 3.2.3. Opportunities
  - 3.2.3.1. Rising emergence of advanced technologies
  - 3.2.3.2. Growing usage of digital healthcare infrastructure
- 3.2.4. Challenges
  - 3.2.4.1. Growing demand for patient-centric and personalized care.
  - 3.2.4.2. Integration of numerous healthcare systems and technologies.
3.3. Technology Advancements/Recent Developments
3.4. Regulatory Framework
3.5. Porter's Five Forces Analysis
- 3.5.1. Bargaining Power of Suppliers
- 3.5.2. Bargaining Power of Buyers
- 3.5.3. Threat of New Entrants
- 3.5.4. Threat of Substitutes
- 3.5.5. Intensity of Rivalry

4. Global Hospital Contact Center Solution Market Overview

4.1. Market Size & Forecast, 2019-2029
- 4.1.1. By Value (USD Million)
4.2. Market Share and Forecast
- 4.2.1. By Service
  - 4.2.1.1. Professional Services
  - 4.2.1.2. Managed Services
- 4.2.2. By Deployment Type
  - 4.2.2.1. On-premises
  - 4.2.2.2. Cloud
- 4.2.3. By Enterprise Type
  - 4.2.3.1. Small & Medium-sized Enterprises (SMEs)
  - 4.2.3.2. Large Enterprises
- 4.2.4. By Application
  - 4.2.4.1. Workforce Optimization
  - 4.2.4.2. Customer Relationship Management
  - 4.2.4.3. Interactive Voice Response
  - 4.2.4.4. Others
- 4.2.5. By Region
  - 4.2.5.1. North America
  - 4.2.5.2. Europe
  - 4.2.5.3. Asia Pacific (APAC)
  - 4.2.5.4. Latin America (LATAM)
  - 4.2.5.5. Middle East and Africa (MEA)

5. North America Hospital Contact Center Solution Market

5.1. Market Size & Forecast, 2019-2029
- 5.1.1. By Value (USD Million)
5.2. Market Share & Forecast
- 5.2.1. By Service
- 5.2.2. By Deployment Type
- 5.2.3. By Enterprise Type
- 5.2.4. By Application
- 5.2.5. By Country
  - 5.2.5.1. United States
  - 5.2.5.1.1. By Service
  - 5.2.5.1.2. By Deployment Type
  - 5.2.5.1.3. By Enterprise Type
  - 5.2.5.1.4. By Application
  - 5.2.5.2. Canada
  - 5.2.5.2.1. By Service
  - 5.2.5.2.2. By Deployment Type
  - 5.2.5.2.3. By Enterprise Type
  - 5.2.5.2.4. By Application

6. Europe Hospital Contact Center Solution Market

6.1. Market Size & Forecast, 2019-2029
- 6.1.1. By Value (USD Million)
6.2. Market Share & Forecast
- 6.2.1. By Service
- 6.2.2. By Deployment Type
- 6.2.3. By Enterprise Type
- 6.2.4. By Application
- 6.2.5. By Country
  - 6.2.5.1. Germany
  - 6.2.5.1.1. By Service
  - 6.2.5.1.2. By Deployment Type
  - 6.2.5.1.3. By Enterprise Type
  - 6.2.5.1.4. By Application
  - 6.2.5.2. United Kingdom
  - 6.2.5.2.1. By Service
  - 6.2.5.2.2. By Deployment Type
  - 6.2.5.2.3. By Enterprise Type
  - 6.2.5.2.4. By Application
  - 6.2.5.3. Italy
  - 6.2.5.3.1. By Service
  - 6.2.5.3.2. By Deployment Type
  - 6.2.5.3.3. By Enterprise Type
  - 6.2.5.3.4. By Application
  - 6.2.5.4. France
  - 6.2.5.4.1. By Service
  - 6.2.5.4.2. By Deployment Type
  - 6.2.5.4.3. By Enterprise Type
  - 6.2.5.4.4. By Application
  - 6.2.5.5. Spain
  - 6.2.5.5.1. By Service
  - 6.2.5.5.2. By Deployment Type
  - 6.2.5.5.3. By Enterprise Type
  - 6.2.5.5.4. By Application
  - 6.2.5.6. Belgium
  - 6.2.5.6.1. By Service
  - 6.2.5.6.2. By Deployment Type
  - 6.2.5.6.3. By Enterprise Type
  - 6.2.5.6.4. By Application
  - 6.2.5.7. Russia
  - 6.2.5.7.1. By Service
  - 6.2.5.7.2. By Deployment Type
  - 6.2.5.7.3. By Enterprise Type
  - 6.2.5.7.4. By Application
  - 6.2.5.8. The Netherlands
  - 6.2.5.8.1. By Service
  - 6.2.5.8.2. By Deployment Type
  - 6.2.5.8.3. By Enterprise Type
  - 6.2.5.8.4. By Application
  - 6.2.5.9. Rest of Europe
  - 6.2.5.9.1. By Service
  - 6.2.5.9.2. By Deployment Type
  - 6.2.5.9.3. By Enterprise Type
  - 6.2.5.9.4. By Application

7. Asia-Pacific Hospital Contact Center Solution Market

7.1. Market Size & Forecast, 2019-2029
- 7.1.1. By Value (USD Million)
7.2. Market Share & Forecast
- 7.2.1. By Service
- 7.2.2. By Deployment Type
- 7.2.3. By Enterprise Type
- 7.2.4. By Application
- 7.2.5. By Country
  - 7.2.5.1. China
  - 7.2.5.1.1. By Service
  - 7.2.5.1.2. By Deployment Type
  - 7.2.5.1.3. By Enterprise Type
  - 7.2.5.1.4. By Application
  - 7.2.5.2. India
  - 7.2.5.2.1. By Service
  - 7.2.5.2.2. By Deployment Type
  - 7.2.5.2.3. By Enterprise Type
  - 7.2.5.2.4. By Application
  - 7.2.5.3. Japan
  - 7.2.5.3.1. By Service
  - 7.2.5.3.2. By Deployment Type
  - 7.2.5.3.3. By Enterprise Type
  - 7.2.5.3.4. By Application
  - 7.2.5.4. South Korea
  - 7.2.5.4.1. By Service
  - 7.2.5.4.2. By Deployment Type
  - 7.2.5.4.3. By Enterprise Type
  - 7.2.5.4.4. By Application
  - 7.2.5.5. Australia & New Zealand
  - 7.2.5.5.1. By Service
  - 7.2.5.5.2. By Deployment Type
  - 7.2.5.5.3. By Enterprise Type
  - 7.2.5.5.4. By Application
  - 7.2.5.6. Indonesia
  - 7.2.5.6.1. By Service
  - 7.2.5.6.2. By Deployment Type
  - 7.2.5.6.3. By Enterprise Type
  - 7.2.5.6.4. By Application
  - 7.2.5.7. Malaysia
  - 7.2.5.7.1. By Service
  - 7.2.5.7.2. By Deployment Type
  - 7.2.5.7.3. By Enterprise Type
  - 7.2.5.7.4. By Application
  - 7.2.5.8. Singapore
  - 7.2.5.8.1. By Service
  - 7.2.5.8.2. By Deployment Type
  - 7.2.5.8.3. By Enterprise Type
  - 7.2.5.8.4. By Application
  - 7.2.5.9. Vietnam
  - 7.2.5.9.1. By Service
  - 7.2.5.9.2. By Deployment Type
  - 7.2.5.9.3. By Enterprise Type
  - 7.2.5.9.4. By Application
  - 7.2.5.10. Rest of APAC
  - 7.2.5.10.1. By Service
  - 7.2.5.10.2. By Deployment Type
  - 7.2.5.10.3. By Enterprise Type
  - 7.2.5.10.4. By Application

8. Latin America Hospital Contact Center Solution Market

8.1. Market Size & Forecast, 2019-2029
- 8.1.1. By Value (USD Million)
8.2. Market Share & Forecast
- 8.2.1. By Service
- 8.2.2. By Deployment Type
- 8.2.3. By Enterprise Type
- 8.2.4. By Application
- 8.2.5. By Country
  - 8.2.5.1. Brazil
  - 8.2.5.1.1. By Service
  - 8.2.5.1.2. By Deployment Type
  - 8.2.5.1.3. By Enterprise Type
  - 8.2.5.1.4. By Application
  - 8.2.5.2. Mexico
  - 8.2.5.2.1. By Service
  - 8.2.5.2.2. By Deployment Type
  - 8.2.5.2.3. By Enterprise Type
  - 8.2.5.2.4. By Application
  - 8.2.5.3. Argentina
  - 8.2.5.3.1. By Service
  - 8.2.5.3.2. By Deployment Type
  - 8.2.5.3.3. By Enterprise Type
  - 8.2.5.3.4. By Application
  - 8.2.5.4. Peru
  - 8.2.5.4.1. By Service
  - 8.2.5.4.2. By Deployment Type
  - 8.2.5.4.3. By Enterprise Type
  - 8.2.5.4.4. By Application
  - 8.2.5.5. Rest of LATAM
  - 8.2.5.5.1. By Service
  - 8.2.5.5.2. By Deployment Type
  - 8.2.5.5.3. By Enterprise Type
  - 8.2.5.5.4. By Application

9. Middle East & Africa Hospital Contact Center Solution Market

9.1. Market Size & Forecast, 2019-2029
- 9.1.1. By Value (USD Million)
9.2. Market Share & Forecast
- 9.2.1. By Service
- 9.2.2. By Deployment Type
- 9.2.3. By Enterprise Type
- 9.2.4. By Application
- 9.2.5. By Country
  - 9.2.5.1. Saudi Arabia
  - 9.2.5.1.1. By Service
  - 9.2.5.1.2. By Deployment Type
  - 9.2.5.1.3. By Enterprise Type
  - 9.2.5.1.4. By Application
  - 9.2.5.2. UAE
  - 9.2.5.2.1. By Service
  - 9.2.5.2.2. By Deployment Type
  - 9.2.5.2.3. By Enterprise Type
  - 9.2.5.2.4. By Application
  - 9.2.5.3. Qatar
  - 9.2.5.3.1. By Service
  - 9.2.5.3.2. By Deployment Type
  - 9.2.5.3.3. By Enterprise Type
  - 9.2.5.3.4. By Application
  - 9.2.5.4. Kuwait
  - 9.2.5.4.1. By Service
  - 9.2.5.4.2. By Deployment Type
  - 9.2.5.4.3. By Enterprise Type
  - 9.2.5.4.4. By Application
  - 9.2.5.5. South Africa
  - 9.2.5.5.1. By Service
  - 9.2.5.5.2. By Deployment Type
  - 9.2.5.5.3. By Enterprise Type
  - 9.2.5.5.4. By Application
  - 9.2.5.6. Nigeria
  - 9.2.5.6.1. By Service
  - 9.2.5.6.2. By Deployment Type
  - 9.2.5.6.3. By Enterprise Type
  - 9.2.5.6.4. By Application
  - 9.2.5.7. Algeria
  - 9.2.5.7.1. By Service
  - 9.2.5.7.2. By Deployment Type
  - 9.2.5.7.3. By Enterprise Type
  - 9.2.5.7.4. By Application
  - 9.2.5.8. Rest of MEA
  - 9.2.5.8.1. By Service
  - 9.2.5.8.2. By Deployment Type
  - 9.2.5.8.3. By Enterprise Type
  - 9.2.5.8.4. By Application

10. Competitive Landscape

10.1. List of Key Players and Their Offerings
10.2. Global Hospital Contact Center Solution Market Share Analysis, 2022
10.3. Competitive Benchmarking, By Operating Parameters
10.4. Key Strategic Developments (Mergers, Acquisitions, Partnerships, etc.)

11. Impact of Covid-19 on Contact Center Solution Market

12. Company Profile (Company Overview, Financial Matrix, Competitive Landscape, Key Personnel, Key Competitors, Contact Address, Strategic Outlook, SWOT Analysis)

12.1. Genesys
12.2. Invensis Technologies Pvt. Ltd
12.3. DATAMARK Incorporated
12.4. Ozonetel
12.5. Virtusa corp
12.6. IBM
12.7. 8x8, Inc.
12.8. ALE International
12.9. AT&T Intellectual Property
12.10. Avaya Inc.
12.11. Cisco Systems, Inc.
12.12. Lumen Technologies
12.13. Other Prominent Players

13. Key Strategic Recommendations

14. Research Methodology

14.1. Qualitative Research
- 14.1.1. Primary & Secondary Research
14.2. Quantitative Research
14.3. Market Breakdown & Data Triangulation
- 14.3.1. Secondary Research
- 14.3.2. Primary Research
14.4. Breakdown of Primary Research Respondents, By Region
14.5. Assumptions & Limitations