Unified communications as a service (UCaaS) is rapidly becoming essential in healthcare, offering scalable, secure, and patient-centric solutions. As healthcare organizations strive to modernize operations, improve patient outcomes, and adapt to hybrid work models, UCaaS stands out as a transformative tool.
At Connection, we understand that effective communication is pivotal to delivering quality care. UCaaS isn’t just about connecting people—it’s about revolutionizing how care teams collaborate and engage with patients.
Modern Healthcare Requires Modern Communication
Healthcare professionals operate in complex environments that demand flexibility and rapid response. Traditional communication systems often fall short, leading to inefficiencies and potential risks.
UCaaS platforms like Fusion Connect, Microsoft Teams, and RingCentral integrate voice, video, messaging, and collaboration into a unified, secure solution. They enable:
- Rapid care coordination: Instant connectivity across departments accelerates decision-making and improves patient outcomes.
- Enhanced patient engagement: Secure messaging and virtual visits provide patients with convenient access to care.
- Support for hybrid teams: Non-clinical staff can work remotely without compromising productivity or security.
UCaaS in Action: Real-world Use Cases
Streamlining Emergency Department Communications with RingCentral
A hospital’s emergency department implemented RingCentral’s unified communications platform to enhance telehealth services. This integration allowed for seamless communication between patients and staff, improving interactions and reducing costs. The platform’s capabilities enabled the emergency department to deliver superior patient-staff interactions virtually.1
Coordinating Home Health Services via Microsoft Teams
Home Health in Microsoft Teams facilitates the creation and management of home health cases, including scheduling home visit appointments. Care team members can access patient information and coordinate services efficiently, ensuring continuity of care for patients managing chronic conditions at home.2
Modernizing Front Desk Operations with Fusion Connect
A nationwide healthcare provider operating 400 locations partnered with Fusion Connect to upgrade their communication systems. By transitioning to Fusion Connect’s hosted voice services, they achieved significant cost savings—approximately $1.2 million annually—and improved service delivery across all locations.3
Scaling Patient Support with AI-Enhanced UCaaS
Healthcare organizations are increasingly adopting AI-powered UCaaS platforms to handle high volumes of patient inquiries. These systems can automate tasks such as appointment scheduling, prescription refills, and answering frequently asked questions—thereby freeing up staff to focus on more complex patient needs.4
Addressing Healthcare’s Unique Challenges
Healthcare organizations face stringent compliance, security, and uptime requirements. Our curated UCaaS offerings include vendors with deep healthcare experience and robust HIPAA-compliant architectures.
- Fusion Connect: Offers tailored compliance features and integration with Electronic Health Record (EHR) systems.
- Microsoft Teams: Widely adopted across health systems, supporting telehealth workflows and integrating seamlessly with Microsoft 365 environments.
- RingCentral: Provides advanced call analytics and contact center capabilities, ideal for high-volume patient service operations.
At Connection, we don’t just implement solutions—we help you navigate vendor complexity, ensure alignment with your IT and clinical goals, and bring scalable communication frameworks to life.
The Future: Integrating AI into UCaaS
The integration of AI into UCaaS platforms is poised to further transform healthcare communication. Emerging features include:
- Real-time sentiment analysis assists patient-facing staff in understanding and responding to patient emotions.
- AI-powered coaching and recommendations enhance call quality and staff training.
- Agentic AI solutions independently handle patient inquiries at scale, improving efficiency and patient satisfaction.5
These innovations are not limited to contact centers—they’re beginning to reshape care navigation, patient triage, and staff training. As these technologies evolve, UCaaS will serve as the foundational layer enabling them.
Ready to Transform Your Communication Systems?
Whether you’re aiming to modernize legacy phone systems, support a hybrid workforce, or pilot AI-assisted patient engagement, UCaaS offers a proven path forward.
Engage Connection’s healthcare experts to help you identify the right platform, unlock funding opportunities, and build a roadmap that aligns with your long-term goals.
Let’s make healthcare communication as advanced as the care it supports.
- https://www.ringcentral.com/us/en/blog/telehealth-in-the-er-can-it-work/
- https://learn.microsoft.com/en-us/dynamics365/industry/healthcare/use-home-health
- https://www.fusionconnect.com/resources/case-studies/healthcare-provider
- https://www.vonage.com/resources/articles/ai-for-healthcare/
- https://www.nojitter.com/ucaas/how-ai-is-impacting-communication-collaboration-and-workflows-in-the-healthcare-market
Jennifer Johnson
Jennifer Johnson, Director Healthcare Strategy and Business Development, joined Connection in 2010 starting in field sales and joined the healthcare practice in 2015. Jennifer has more than 20 years in IT, including prior roles in distribution and manufacturing. Jennifer holds her Certified Digital Health Leader designation from the CHIME organization and is a member of HIMSS, where Connection is a diamond sponsor. Jen was named CRN Women of the Channel in 2023 and 2024 and holds certifications from NVIDIA (AI Advisor- Sales) and Dell Technologies (AI Champion- Partner Sales).
