A new era for Healthcare Communications: Introducing Webex Connect for healthcare
As we begin our new chapter, officially part of Webex, we’re so happy to launch our advanced cloud communications platform.
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The way patients engage with healthcare services is changing. The shift toward digital-first care has been in motion for years, and we’ve played a big part in that – sending the first ever NHS patient text message in 2000 and providing the market-leading patient experience platform and patient portal to NHS organisations across the UK. Now, with growing patient expectations, operational pressures, and unprecedented backlogs, the need for seamless, intelligent communication has never been greater.
To support this transformation, we’re excited to share a significant update! Our brilliant team of digital health experts and the fantastic solutions we provide have officially become part of Webex, following our acquisition by Cisco in 2021. With this transition comes the launch of Webex Connect for healthcare, a cloud-based communications platform designed to automate and enhance patient interactions through a patient’s channel of choice.
With this new platform organisations can move beyond traditional, inefficient communication methods and create integrated, personalised, and proactive patient experiences. By automating interactions, whether it’s appointment reminders, test results, pre attendance eForms, or post-treatment follow-ups, they can reduce costs, unlock efficiencies, and improve patient engagement.
Today’s healthcare communications challenges
Healthcare systems in the UK, like many around the world, face significant challenges. An ageing population and increasing chronic conditions are resulting in rising demand for services, while hospitals are dealing with limited staff capacity and inefficient administrative tasks taking up valuable time that could be spent on patient care. These inefficiencies coupled with high numbers of missed appointments are also leading to financial strain and delayed treatment for patients, and fragmented communication channels mean patients struggle to receive timely updates through the methods they prefer.
Addressing these challenges requires a fundamental shift, from being primarily reactive to being proactive, personalised, and automated.
Transforming patient engagement
Webex Connect for healthcare is designed to help providers communicate with patients more effectively while reducing manual burdens. The platform enables automated, AI-driven interactions across multiple channels, including SMS, WhatsApp, voice, email, and AI Agents, ensuring patients receive information in a way that’s convenient and accessible to them.
One of the key benefits is reducing missed appointments using automated reminders and rescheduling options to help patients keep track of their appointments, minimising DNAs and optimising clinical capacity.
The platform also supports streamlined workflows, where AI-powered agents handle routine tasks such as appointment scheduling, signposting, and FAQs, freeing up staff to focus on complex patient needs. Rather than waiting for patients to reach out, these AI-powered automations can send timely check-ins, follow-up reminders, and symptom management advice based on each patient’s history and needs, enabling proactive, personalised care.
While automation plays a crucial role in efficiency, healthcare is ultimately about people so ensuring seamless human interaction when needed is crucial. Our platform ensures that when a personal touch is required, patients can seamlessly transition from an AI-driven interaction to a human representative, maintaining trust and empathy in critical moments.
Bridging the gap: AI, automation, and human connection
As we look ahead, the next generation of healthcare communication will be defined by a balance between automation and human care. The integration of AI, automation, and seamless human support will enable organisations to deliver high-quality, efficient, and compassionate care at scale.
In the very near future, AI-powered autonomous agents will handle majority of first touchpoint patient interactions - from pre-attendance assessments to post-discharge monitoring, AI will take on more responsibilities, helping to reduce admin staff workload and improving response times.
A key part of moving towards a value-based care model will be predictive and proactive healthcare -rather than waiting for symptoms to escalate.
Omnichannel communication will also be an expectation, rather than nice to have. Patients already want to interact with services and care teams through the channels they prefer, such as WhatsApp, SMS, phone, email and voice, with Webex Connect for healthcare making this a reality.
AI-driven insights will help healthcare organisations anticipate patient needs and intervene earlier, improving outcomes and reducing strain on services.
However, this doesn’t mean the human element becomes secondary in communications and the future is about a seamless blend of automation and human support. While AI and automation will take care of routine tasks, human connection will remain essential for complex and sensitive healthcare interactions. The future is about enhancing, not replacing, the human touch in healthcare.
A smarter, more connected future
The transition to proactive, AI-enhanced, patient-centric communication is no longer a distant vision - it’s happening now. We’re so excited for this next stage of our journey as part of the wider Webex team, and all the exciting new technology we can share with our NHS partners, to help unlock new efficiencies and deliver better health outcomes through smart, automated, and scalable interactions. By leveraging the power of AI, automation, and seamless human integration, we are shaping a future where healthcare is more accessible, personalised, and connected than ever before.
Learn more about our exciting new platform and how it can transform your patient journeys.