헬스케어 업계용 첨단 정보 및 통신 솔루션의 성장 기회

Digital Communications and Collaboration Tools Will Underpin Care Delivery

Healthcare systems today are facing a convergence of pressures that threaten both operational stability and patient outcomes. Workforce shortages, clinician burnout, rising costs, and persistent health inequities are compounded by the growing demands of an aging population with complex needs.

These challenges are not isolated-they interact and intensify, creating a high-stakes environment that demands smarter, more connected solutions. Modernizing the communication infrastructure is central to overcoming these issues.

Effective communication is the backbone of care coordination, enabling timely decision-making and collaboration across departments and care settings. Without it, delays in treatment, staff overwhelm, and compromised quality of care become inevitable.

Healthcare organizations must prioritize technologies that streamline workflows, support continuity of care, and empower frontline teams to deliver safer, more efficient services.

Technology is rapidly reshaping how healthcare organizations manage communication, with a clear shift toward integrated, cloud-enabled platforms. Legacy systems are increasingly seen as barriers to efficiency, prompting investments in mobile devices and apps, secure cloud-based paging, and mass-notification systems. These tools are essential for accelerating response times, improving coordination, and supporting real-time collaboration across clinical and administrative teams.

This study explores how healthcare organizations are prioritizing investments in unified communications and collaboration (UCC) technologies to improve care delivery, streamline workflows, and enhance patient outcomes. It analyzes IT decision-makers' perspectives on current challenges, future technology adoption, and the role of AI, cloud, and managed services in transforming healthcare communications. The research also highlights budget trends, deployment models, and purchasing criteria shaping the future of digital communications in the healthcare vertical.

Table of Contents

Research Objectives, Methodology, and Definitions

• Research Objectives and Methodology
• Total Sample Respondent Demographics and Size of Organizations
• Technology Definitions

Key Trends to Watch, 2025

• The Case for Connected Care: Why Communication is Critical to Healthcare Transformation
• Key Trends in Healthcare IT
• Value-chain Partnerships Will Enhance Care by Delivering Point-of-use Insights and Optimizing Breadth of Services
• Enhanced Ways of Working and Workforce Engagement
• Digital-first Network for Convenient and Affordable Care
• AI-optimized Financial, Operational, and Administrative Workflows Will Reduce Non-medical Cost of Care

Summary of Key Data Findings

• Quick Take: UCC Solution Adoption in the Healthcare Vertical

IT/UCC Investment Status

• Companies Are Bullish on Future Investments to Improve Efficiency
• Not All Communications Will See Growth as Behaviors Change
• Investments Track with Usage and Perceived Value
• Companies Continue to Focus on Next-Gen Technology
• Not All Hospital Processes Will Get the Same Investment
• Outpatient Health and Social Services Are Focused on Compliance

IT/Telecom/UCC Deployment and Usage Challenges

• Healthcare Providers Face Multiple Communications Challenges
• Communications Challenges Impact Departments Differently
• IT Departments Face Significant Challenges in the Coming Years
• CPaaS and API-enabled Communications Bring their Own Issues
• Nursing & Inpatient, and Administrative & Financial Workflows Need Transformation
• Residential Care and Social Services Struggle With Inefficiencies

The Use of AI in Communications

• AI is Most Likely to Improve Information Management and CX
• Customer and Workforce Analytics, Agentic Solutions Are Key
• AI Integration is Crucial Across Collaboration Tools
• AI Capabilities Are Table Stakes for Plurality of Organizations

Drilldown on Telephony

• Organizations are Leveraging Hybrid Solutions
• Well-integrated Hybrid Will Remain the Top Deployment Choice
• Functionality, Compliance, and Security Keep Companies On Prem
• Integration and Security Are Key Areas for Managed Services
• Customizations and Network Optimization Are Next

Workspace and Work Styles

• Remote Workers Will Increase in the Future
• Improving the Digital Experience Remains a Top Priority

Mobility

• Mobile Calling is Very Important to Healthcare Organizations
• Compliance and Security Are Top Priorities for Mobile Calling

Meeting Spaces

• More Organizations Use Two or More Meeting Services
• ITDMs Are Happy With the Number of Providers they Have
• All-in-one Collaboration Boards, Webcams Top Tech in Use Today
• Ease Of Use Tops Scalability, Security, and Price
• In-room Controls and Noise Cancellation Top Features Lists
• AI-Driven Meeting Rooms Are Increasingly Important

UCC Budgets & Purchasing Decisions

• Reliability, Broad Portfolio, and Cost Are Critical Buying Factors
• Companies Want to Reduce Solution Management Costs
• Healthcare Organizations' Spend On Communication Solutions Varies
• Overall Budgets Will Continue To Increase
• Companies Are Looking At Significant Spending Changes

Key Takeaways

Appendix

• Growth Opportunities Fuel the Growth Pipeline Engine™
• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™

Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• List of Exhibits
• Legal Disclaimer