Healthcare Call Center Software
Turn insights into priorities. Then act with precision.
Our AI-powered conversation intelligence platform is purpose-built for healthcare to surface the barriers, operational hurdles, and customer frustrations behind every care interaction in real time—capturing the nuance and signals other generic tools miss.
AI built to dig in, not spread thin.
Analyze every interaction at scale
Analyze 100% of your conversation data across every channel, from AI chatbots to phone calls, to identify root causes of friction across the entire customer lifecycle. Real conversations provide an honest view of what patients are experiencing, without guesswork or sampling.
Deploy trusted, enterprise-ready AI
Every insight is backed by rigorous QA, human oversight, and continuous in-house monitoring—paired with the compliance protections that healthcare organizations expect. Built to meet strict standards like HIPAA, SOC, GDPR, CCPA, and PCI DSS from day one.
Get real business impact—fast
Focused AI models made for healthcare systems by healthcare experts mean quick integration and actionable insights from the start. Flexible APIs connect to the tools your organization already uses, unifying data in one place to maximize accuracy and adoption.
Understand what’s truly driving outcomes
Connect enterprise-wide trends to the specific interactions that drive them.
Surface themes across the journey, then zoom in on language, processes, and moments that explain why issues like abandonment and disengagement occur.
Patient Friction Points (Eddies)
Patient Journey Stage Analysis
Drivers of Retention or Abandonment
Healthcare Themes & Topics
Fulfillment Barriers
Social Determinants of Health (SDOH)
ODAG/CDAG
Financial Assistant Program Results
Patient Assistant Programs (PAP) Trends
Create consistent and positive experiences across every touchpoint
Spend less time searching for answers and more time making decisions that improve performance.
Automated workflows turn insights into action, escalating the right issues so you, your teams, and leadership can drive impact at scale.
Call Drivers
Resolution Codes
Workflow Bottlenecks
Inefficient Processes
Digital Tool Issues
Case Manager Effectiveness
Coaching & Development Dashboards
Employee Recognition
Eliminate compliance risk with always-on, precise detection and documentation
Cut up to 40% of non-qualified safety events that drain resources.
Gain real-time visibility into hidden risks across systems and high volumes of interaction to detect issues early and confidently protect patients.
Automated Adverse Event Detection
Stars & CAHPS-Related Indicators
HIPAA & Privacy Alerts
Adherence to Call Guides and Procedures
Use lightweight integrations for enterprise-ready impact
Gather meaningful insights at scale without adding operational complexity.
Authenticx integrates with flexible APIs to enrich existing systems with context and intelligence, minimizing disruption and accelerating time-to-insight. Available CCaaS, IPaaS, and CRM integrations:
Five9
Genesys
Amazon Connect
NICE CXone
Vonage
Salesforce
And more!
“Optimum flexibility”
“Authenticx’s technology is impressive. The ability to expand upon their data model by applying our own meta tags allows for optimum flexibility.”
Explore Pharma & Life Sciences SolutionsGreg L.
Aredelyx
“True partnership”
“The team at Authenticx is unlike any other vendor relationship—it’s a true partnership, and their passion for excellence is obvious in every interaction. Utilizing Authenticx has allowed us to identify gaps in our customer experience by listening at scale to all interactions.”
Explore Health Insurance SolutionsLeah L.
Vice President of Operations & Legal Affairs, Travel Health Insurance Customer
“We no longer have to wait”
“We no longer have to wait until the surveys come in after the fact. Authenticx lets us listen to the voice of the customer in real time.”
Explore Healthcare Provider SolutionsAnonymous
Vice President, Managed Care, Regional Health System
Capture
Automatically generate accurate summaries and transcripts, with key safety intelligence, next steps, and more built in.
Understand
Extract key context 30% better than generalized players with accurate medical terms, medication names, and program names.
Streamline
Ensure audit-ready documentation with highly precise, healthcare-trained transcriptions—while cutting manual review time.
Identify
World-class AI labeling of distinct speakers across conversations, including patients, agents, providers, and other participants.
Strengthen
Improve accuracy for review, QA, and analysis.
Simplify
Eliminate manual speaker tagging and cleanup.
Protect
Automatically remove sensitive text and audio to protect customer privacy.
Retain
Preserve critical context and insight without over-redacting.
Standardize
Support compliance across transcripts, recordings, and workflows.
On-Demand Tour
Meet the Authenticx Platform
Click "Next" and navigate through the prompts to explore our healthcare call center software.
On-Demand Expertise
Go from signal to action quicker with our team of experts
Client Success
Get personalized support and ongoing collaboration through regular check-ins—all backed by our dedicated on-shore team focused on driving progress and results.
Insights Checkpoints
Dive deep with our experts analyzing your conversation data, translating insights into answers for your most pressing business questions.
Humans in the Loop
Advance your AI use without adding risk through our strategic process of human review and continuous model monitoring for reliable, validated results.
PERSONAL AI RESEARCH ANALYST
Spend less time searching and more time doing with KBo.
Get answers instantly.
Ask KBo to surface key challenges in therapy adherence, summarize emerging safety themes, or highlight drivers of discontinuation across patient journeys.
Frequently Asked Questions
Healthcare leaders today have access to more data and tools than ever before, but this often creates more noise than answers. Authenticx turns unstructured conversations and data scattered across enterprise systems into clear, actionable insights, so leaders know where to focus their efforts for the greatest impact.
The Eddy Effect™ is a term by Authenticx to describe the impact of a member or patient getting “stuck” in a problem over the course of their journey, likely due to broken processes, agent performance issues, or product/offering deficiencies.
Our proprietary Eddy Effect™ model identifies these friction points as they are surfaced in conversations and presents clear drivers of the Eddy Effect back to our users so they can strategically prioritize and address the biggest issues facing their members or patients.
Authenticx helps organizations scale QA efforts by increasing coverage and clarity, allowing existing teams to focus on higher-value work. The platform supports prioritization, consistency, and the elimination of manual review—so QA teams can operate more effectively without additional headcount.
There are several options for uploading conversations to Authenticx: manual SFTP, automated SFTP, productized connectors to your telephony platform, and API upload. These uploads will occur at a set cadence that we’ll establish with your team, so insights are always up to date and accurate.
If you have any questions or concerns, we can help you identify the simplest, safest way to get conversations onto the platform.
We follow the highest and strictest security standards to keep your information protected, including:
Soc 2, Type I & II
HIPAA Complaint
GDPR Complaint
CCPA Complaint
PCI DSS Complaint
We combine healthcare-specific AI with human governance to allow organizations to apply AI confidently while maintaining patient safety and trust.
From day one, we’ve chosen depth over breadth—refusing a one-size-fits-all approach so our AI models reflect the real-world complexity of healthcare. Our AI is also developed, trained, and continuously overseen by in-house, on-shore engineering and healthcare teams. Human-in-the-loop controls and rigorous QA are built in to ensure insights remain accurate and secure to use. We’re made for healthcare and healthcare only.