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The Healthcare Contact Center: Why a Hosted Environment?

By Licia Wolf

Recently there has been discussion among healthcare IT management regarding the migration of applications and databases to a hosted (cloud) environment. With the growing need to process, capture, and store more data, hosting applications off premise and managed by a 3rd party provider is emerging as a preferred solution.

For hospital contact centers, cutting costs while improving patient satisfaction is a key goal. As such, the contact center is evolving into the customer engagement center, which provides comprehensive patient service using advanced, omni-channel communication systems. ​Customer engagement centers streamline information flow between patients and providers, and they require large volumes of data for successful operation. This data must also be captured and stored for QA and compliancy purposes.

Contact center software and interconnected applications can operate in a hosted environment, which allows for flexibility and reduced expenditures. Here we will look at the benefits of operating a hospital contact center in the cloud.

Why Move to the Cloud?

For most healthcare environments, cloud services provide the following benefits:

  • High computing power and networking with flexibility and scalability

  • Supports various operating systems including Windows Server OS and Linux

  • Many database platforms, tools, and programming languages

  • Maintained by industry experts and cloud services specialists

  • Highly secure

  • Only pay for what you use

  • Reduced hardware and IT services

  • Worker flexibility – everything browser-based, can work from home or any location

  • All information in one accessible place

  • No downtime – compared to on-site maintenance sessions

  • High Agility – quick implementation of new technologies

  • Big Data processing ability - database storage for a fraction of the cost of on-premise equipment and maintenance

  • Reduced license fees

  • Reduced integration project costs

  • Disaster Recovery: distributed deployment - The cloud stores and backs up data globally, eliminating the likelihood of data loss. Instant bug fixing occurs without any downtime.

  • No need for capacity planning

  • Spin-up capable when needed

With so many benefits, it makes sense to utilize this platform for recording and storing telecommunications interactions in healthcare organizations. Resistance against changing the system and its cost of implementation may be a temporary obstacle, but in the long run hospitals will benefit from the transition. Operating in a hosted environment can save costs, keep pace with new technologies, and create more flexible work environments for agents and telephone triage nurses.

HigherGround provides call recording and data capture for healthcare contact centers and other applications in the cloud, in hybrid, and in on-premise environments. For questions about our capabilities email us at info@higherground.com.

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About the Author - Licia Wolf is the Marketing and Communications Manager at HigherGround. She holds a Ph.D., and a professional background in electronics, internet marketing, and print/imaging technology. Click here for more information on the rest of the HigherGround team.

HigherGround, Inc. provides best-in-class, reliable data capture and interaction storage solutions that enable clients to easily retrieve critical information. Our interaction recording and incident reconstruction solutions transform data into actionable intelligence, allowing optimization of operations, enhanced performance, and cost reduction.


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