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Healthcare: Digital Health & Telehealth

Digital Health & Telehealth CX Stack Framework

Digital health contact centers support patients who expect the speed and simplicity of a consumer app applied to healthcare. The CX challenge is resolving technical issues (video connectivity, app navigation, device pairing) alongside clinical access needs (scheduling, prescriptions, care navigation): two fundamentally different support models under one roof.

Map your current capabilities across all 7 layers: 35 checkpoints. Mark what you have, what you need and what is planned. Your answers stay in this browser tab.

Figures for this segment

No public benchmark exists for these figures in this segment. Measure your own with the tool named beside each.

Digital Health & Telehealth: the 7-layer CX stack

For each capability, mark whether you have it, need it or have it planned.

0 of 35 marked

Layer 7: Analytics & Governance

0 of 5 in place

Measure and govern. Vendors in this layer include Amplitude, NICE, Qualtrics.

  • App experience monitoring with support trigger correlation
  • Virtual visit completion rate analytics with technical failure tracking
  • Patient satisfaction by visit type, provider, and platform
  • Support volume correlation to app releases and outages
  • Regulatory compliance tracking for telehealth-specific requirements

Key risk: Technical issues causing visit abandonment without root cause visibility

Layer 6: Routing & Orchestration

0 of 5 in place

Route the work. Vendors in this layer include Intercom, Zendesk, Genesys.

  • Technical support vs clinical access routing
  • Platform-specific routing (iOS, Android, web, connected device)
  • Provider availability routing for same-day virtual visits
  • Escalation to clinical team for urgent symptom reporting
  • Post-visit follow-up routing for prescription and referral questions

Key risk: Clinical urgency masked as a technical support request

Layer 5: Conversation Management

0 of 5 in place

Hold the conversation. Vendors in this layer include Intercom, Twilio, Ada, Glia.

  • In-app messaging as primary support channel
  • Pre-visit technical readiness checks (camera, mic, bandwidth)
  • Video visit technical support during live sessions
  • Post-visit care plan delivery and follow-up messaging
  • Connected device support for remote patient monitoring

Key risk: Technical support friction preventing patients from accessing care

Layer 4: Reasoning & Planning

0 of 5 in place

Decide the next step. Vendors in this layer include Ada, Intercom Fin, Hyro.ai.

  • Technical troubleshooting bots for common connectivity issues
  • Appointment scheduling bots for virtual and in-person visits
  • Prescription status and pharmacy routing bots
  • Device pairing and setup bots for RPM equipment
  • Symptom checker bots with appropriate clinical escalation

Key risk: Bot providing clinical guidance without proper protocols

Layer 3: Policy & Guardrails

0 of 5 in place

Set the rules. Vendors in this layer include Imprivata, Compliancy Group.

  • HIPAA compliance for all digital interactions and stored data
  • State-specific telehealth licensure and consent requirements
  • Informed consent collection before virtual visits
  • Data privacy for connected device and wearable data
  • BAA enforcement for all third-party technology vendors

Key risk: Operating in states without proper telehealth licensure

Layer 2: Workflow Execution

0 of 5 in place

Do the work. Vendors in this layer include Salesforce Health Cloud, Healthie, Canvas Medical.

  • Patient onboarding workflow with identity verification and insurance
  • Virtual visit scheduling with provider matching and tech readiness
  • Post-visit workflow with prescriptions, referrals, and follow-up scheduling
  • Connected device enrollment and data onboarding workflow
  • Insurance eligibility and prior authorization for virtual services

Key risk: Onboarding drop-off due to too many pre-visit steps

Layer 1: Data Access

0 of 5 in place

Know the customer. Vendors in this layer include Amwell, Wheel, Twilio, Canvas Medical.

  • Telehealth platform integration (Amwell, Teladoc infrastructure)
  • EHR connectivity for clinical data and care coordination
  • Pharmacy network integration for e-prescribing
  • Connected device data platforms (RPM, wearables)
  • Insurance eligibility and claims submission systems

Key risk: Clinical data in the telehealth platform disconnected from the patient's primary EHR

Mark at least 18 capabilities to see your profile (0 of 35 so far).

Sources and assumptions

Every figure on this page is a published figure checked on the publisher's own page, a labelled planning assumption you can test with your own numbers, or a worked example.

Planning assumptions

Worked examples

  • 15% and 8%: Illustrative pre-visit support and visit abandonment rates. A worked scenario; measure your own support contacts per visit.

No public benchmark

  • Average handle time, digital health contact centers. No regulator or trade body publishes handle time for this segment; CMS call center monitoring measures hold time; handle time is outside its scope. Measure yours in AHT Decomposition.
  • First contact resolution, digital health contact centers. No regulator or trade body publishes first contact resolution for this segment. Measure yours in FCR Leakage Diagnostic.
  • Customer satisfaction, digital health contact centers. No public CSAT percentage exists for this segment; CAHPS, ACSI and J.D. Power publish index scores on other scales.
  • Self-service containment, digital health contact centers. No regulator or trade body publishes self-service containment for this segment. Measure yours in AI Deflection Reality Check.