MODERN AI-POWERED CONTACT CENTRE SOLUTIONS

The Hospital Digital Front Door

Empowering healthcare organisations to:

Enhance engagement to deliver valuable outcomes across the healthcare journey
Cater to patient channel preferences at every touch point
Perfectly blend proactive, self-serve and human interactions
Reduce operational costs, enhance service efficiency, and maximise staff resources
Streamline agent and care provider workflows to enhance productivity

Agentic AI and Automation are redefining how hospitals and clinics connect with patients, manage workflows, and deliver care. From intelligent contact-centre automation to proactive patient engagement, these technologies empower clinicians to focus on what matters most - patient outcomes - while ensuring that every interaction is timely, personalised, and efficient. By combining empathy with intelligence, AI-driven systems help healthcare providers enhance satisfaction, reduce administrative burden, and create a seamless experience across the entire patient journey.

The future is now.

Discover how the Digital Front Door is creating a seamless, personalised, and proactive healthcare journey, setting new standards in connected care...

Appointment Reminders & No-Show Reduction

Automated voice and SMS reminders—integrated directly with EMR systems—help patients stay on track with their care. Agentic AI personalises outreach and timing, reducing no-shows by up to 20% while improving clinic efficiency & outcomes.

AI Chatbot for Appointments & FAQs

Conversational AI assistants handle scheduling, directions, and common queries instantly. This automation frees up staff for complex tasks and reduces average handle time, creating a faster, frictionless patient journey.

Waitlist & Referral Management

Automated notifications keep patients updated on referral or surgery waitlists, even offering cancellations or open slots. This transparency improves trust, optimises scheduling, and helps hospitals make every appointment count.

Out-of-Hours & After-Hours Call Handling

AI agents triage after-hours calls, answer common questions, and escalate urgent issues to on-call clinicians. This ensures 24/7 patient support, fewer missed critical calls, and a smoother experience for both patients and clinical teams.

Patient Intake & Pre-Admission Engagement

Automated campaigns via SMS, email, or voice guide patients through forms, pre-surgery prep, and reminders. Agentic workflows help patients complete requirements on time, reducing day-of cancellations and delays.

Clinician Callback Scheduling

Instead of waiting on hold, patients can request intelligent callbacks. AI-powered call queuing prioritises by urgency and clinician availability—reducing inbound congestion and delivering a faster, more human experience.

Discharge & Re-Admission Prevention

AI automates proactive check-ins 24 to 72 hours post-discharge, escalating symptoms or concerns to care teams. The result: better recovery tracking, faster intervention, and lower readmission rates.

Prescription
Refills

An AI bot can verify patient identity and process routine prescription refills by using secure platforms to collect information, cross-referencing it with electronic health records (EMR) for real-time verification, and automatically submitting the request to the pharmacy.

Transforming seamless patient experience across their healthcare journey

CASE STUDY - LEADING WOMEN'S HEALTH ORGANISATION

Out of hours shouldn’t mean out of options

Challenge

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Digital Front Door Solution

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CASE STUDY - MAJOR REGIONAL HOSPITAL NETWORK

Enhancing patient engagement by optimising digital channels

Opportunity

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Digital Front Door Solution

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Contact Centre

Built on Cisco’s Webex Contact Center and AI-driven collaboration platforms, the Digital Front Door brings together all contact touchpoints - voice, chat, web, and self-service - into a single, intelligent experience.

Responsible AI-powered contact centers in healthcare improve patient experiences through increased accessibility and personalised support, deliver substantial cost savings through automation and efficiency gains, and contribute to better clinical and operational outcomes by enabling data-driven, proactive care management.