CPaaS Providers Can Ride on Strong Demand for Telemedicine Services

Photo by Edward Jenner

Cloud-based technology is becoming the business standard for organizations. From SaaS to PaaS, businesses are choosing cloud services for flexibility, scalability, and cost efficiency. That’s why Communications Platform as a Service (CPaaS) providers should strike while the iron is hot and reap the benefits of this shift to cloud technology, particularly in the healthcare industry.

Healthcare providers have relied on SaaS telehealth solutions, especially at the height of the Covid-19 pandemic. Even with restrictions lifted across the globe, patients and hospitals have continued using telemedicine software. In fact, a recent report from the CDC showed that in 2021, 37% of adults used telemedicine in the past 12 months.

Moreover, education and income influence the use of the service. The report found that adults who used telemedicine increased with education level. For example, 43.2% of people with a college degree or higher used telemedicine services compared to 28.7% of people with less than a high school diploma or GED.

On the other hand, 40.7% of adults with a family income of 400% or more than the federal poverty level (FPL) used telemedicine. For adults with a family income closer or equal to the FPL, usage was less frequent. For instance, among adults with a family income of less than 100% of the FPL, only 33.1% used telemedicine services in the last 12 months.

Demand for CPaaS in Telemedicine

The increased access to and use of SaaS telehealth software can bring growth opportunities for the CPaaS market. Similar to other cloud computing services, CPaaS is also expecting sustained growth in the next five years. Analysts estimate the global CPaaS market share to reach $30.76 billion by 2027 with an impressive double-digit CAGR of 30.74% during 2021-2027.

CPaaS enables developers to add real-time communication features to their applications. With custom APIs and SDKs designed with telemedicine services in mind, SaaS vendors can seamlessly integrate capabilities like video, voice, chat, and SMS messaging into their apps.

Meanwhile, hospitals and healthcare institutions will be able to provide prompt and high-quality virtual medical support. CPaaS can enrich telemedicine apps through a centralized communication channel for patients and doctors. It can also automate reminders, help users manage their appointments, and make it easy to do in-app calling.

CPaaS Key Features to Meet Patient Needs

CPaaS features are useful for any business that needs efficient and modern communications. When equipped with CPaaS capabilities, SaaS telemedicine apps could be further enhanced to meet specific patient needs.

Programmable Voice

For instance, CPaaS voice features can make it easier for senior patients to navigate a telemedicine app. They’re also useful to disabled patients and patients with vision problems. Pre-recorded commands or interactive voice response (IVR) help patients navigate through the telemedicine app or get quick answers to their questions.

Also, programmable voice APIs allow healthcare providers greater customization and control over their telemedicine communication. For example, patients who would like to set an appointment could be greeted and redirected immediately to the appointment scheduler menu of the app. This reduces the waiting time and frustration for the patient while improving the efficiency of a clinic or hospital’s internal processes.

Video Call Capabilities

Work-from-home scenarios during the pandemic made video conferencing software a must-have enterprise tech solution. Based on the CDC report, we can surmise that patients also prefer “consultations-from-home” and businesses in the healthcare industry that can provide this service could better serve their clients.

Video call capabilities in a telemedicine app can deliver high-quality virtual doctor or nurse visits. CPaaS providers can highlight HIPAA-compliant video calling when marketing their services to hospitals. Using HIPAA-compliant software is important because patient data and medical records are highly sensitive information. Noncompliance can lead to civil or criminal penalties for healthcare providers and software vendors.

Chat Features

Hospitals can add chat features to their telehealth app through CPaaS services. Chat is an excellent way for patients to access medical support anytime and from any location. This can be extremely useful during emergency situations.

Moreover, a telemedicine app with chat capability that’s integrated with a healthcare CRM can streamline workflows and make it easier for medical staff to support patients. They can track conversations and access patient information through an integrated system. It’s easier to share medical reports and lab results or update medical prescriptions.

SMS APIs

Adding SMS capabilities to telemedicine services could improve patient interactions. It’s a faster and more convenient way for patients to receive updates on their medical concerns, medicine refills, or appointments. Hospitals can also use SMS to send offers, wellness advice, and request customer feedback to improve their services.

CPaaS providers can focus on the security features of SMS integrated with telemedicine apps. CPaaS SMS allows the use of one-time passwords (OTP) and two-factor authentication API to add multiple security layers when processing patient data and transactions.