In 2020, the healthcare industry was no stranger to the spotlight. As the pandemic took hold, healthcare providers and patients alike found the world upended in ways never imagined, as many struggled just to keep themselves healthy. Communication between providers, insurers, and patients became more important than ever, and a heavy reliance on the voice channel took hold.

With the increase in phone usage also came an onslaught of fraud calls and phone scams; this rise in spoofers caused calls about medical appointments and follow-ups to go unanswered due to the loss of confidence in unidentified calls. 

This report explores key trends impacting the healthcare industry's ability to provide consumers with the best experience possible.