Demand you cannot see
Patients ask for tests, doctors and time slots every day. The ones you could not book disappear from every report — except the call recording nobody has time to open.
Solutions · Healthcare contact centers
Healthcare contact center software that hears every patient call: which services they ask for, why bookings fail, how they were treated.
Labs, clinic networks and insurers run their patient lines on Ender Turing because a scheduling call is where demand, satisfaction and revenue meet — and only a sample of them was ever heard. Every call, chat and email is transcribed, categorized and scored the moment it ends; personal data is masked; the summary lands in your CRM or appointment system. In any language.
The problem
A healthcare call center runs on the calls nobody has time to hear.
Experience judged by a survey
A few patients rate a visit. Thousands of calls carry the real tone — the wait, the pricing confusion, the callback that never came — and no one hears them.
Every call is personal data
Recordings hold names, diagnoses and results. Sampling them by hand is slow and risky; masking them by hand does not happen at all.
What the contact center gets
Every function below is documented — the link on each card is the guide.
Contact-center templates are installed on sign-up; personal-data masking, executive boards and engineer-set connectors come with the Business plan.
Demand for services, doctors and slots — from every call
Topics categorize each conversation by the service, test, specialty or doctor the patient asked for; a funnel shows requests that became bookings and the reasons the rest did not — no slots, no schedule, or any reason you define. By week, by branch, by queue.
Patient satisfaction on every conversation, no survey
Satisfaction estimated from the dialogue at the start and the end of each call, interaction intensity where conversations get tense, sentiment per topic and agent — on the built-in CSAT Dynamics board next to your own charts.
Quality on 100% of patient calls
Scorecards for identification, consent, pricing accuracy, empathy and next steps are scored automatically on every call, chat and email; the accuracy against your reviewers is measured, and the human queue gets only the calls that need one.
Personal data masked, access scoped
Names, numbers and other personal data are masked in transcripts per language; roles decide who sees which conversations; SOC 2 Type II and GDPR-compliant handling on every plan; private cloud or on-premise deployment when your policy requires it.
Wrap-up written for you, sent where it belongs
An automatic summary after every scheduling or triage call — your own prompt, your fields — pushed to the CRM or appointment system by webhook or the REST API; a notification to the manager when a booking fails or a complaint appears.
Schedulers and coordinators coached from their own calls
Each agent sees their scores and feedback on a personal dashboard; training plans, quizzes and playlists of the best calls turn the gaps into practice; a scheduled EnderGPT chat prepares the coaching material for every agent each week.
Numbers we've helped customers move
What changes when every conversation is analyzed.
- 100%Calls automatically scored (vs. 3–5% manual baseline)Quality coverage
- +19%Average lift in customer satisfactionCSAT
- −15%Reduction in average handle timeAHT
- 68hQA hours saved per specialist per monthProductivity
Averages across our contact-center deployments — each customer's own numbers are in the case studies. Case studies →
In the product
What the head of the patient line sees.
Product screenshots — dashboards and analyses from the platform, not illustrations.
The same conversations, three more ways
From the patient line to the whole operation.
Contact center operations
Why patients call, which calls come back, where the time goes — the operations view of the same conversations.
Quality management
AutoQA on every conversation with the accuracy measured against your reviewers; disputes, review queues and coaching from the scores.
Real-time agent assist
The matching script step, answer or reminder on the agent's screen while the patient is still talking — a separate product, rolled out with our engineers.
Healthcare FAQ
What healthcare contact centers ask before choosing call center software.
What does Ender Turing do for a healthcare contact center?
It reads every patient call, chat and email the moment it ends and turns it into data the contact center and the clinics can act on: which services, tests and doctors patients asked for and which requests were not booked and why; how satisfied the patient sounded at the start and the end; whether the agent identified the patient, explained the price and the preparation, and set the next step; and a summary written into the CRM or appointment system. Quality is scored on 100% of conversations instead of a sample, personal data is masked in the transcripts, and the whole thing works in any language.
How does it show demand for services and doctors?
Topics categorize every conversation by the service, test, specialty or doctor the patient asked for — by generative AI, by rules, or by your own labels — and a funnel follows each request to its outcome: booked, no slots available, no schedule for that doctor, price, distance, or the patient changed their mind. Grouped by week and by branch (through the queue or CRM status your telephony sends), it shows the gap between what patients ask for and what the schedule offers before the month closes.
Can it tell us why patients did not book?
Yes. The reasons a booking failed become categories on the conversation — no slots in the requested period, the doctor has no schedule, the price, the distance, a competing lab — and appear in the funnel, in charts and in filters. Discovery finds every call where a specific test, doctor or phrase was mentioned and opens the moment it was said; EnderGPT answers questions like "which services did we fail to book most often last week, and at which branch" with citations from the conversations.
How is patient data protected?
Personal data — names, phone numbers, addresses, identifiers — is masked in transcripts, configured per language, on the Business plan; roles and permissions decide who can open which conversations (all, a team's, or their own); data handling is SOC 2 Type II and GDPR-compliant on every plan; Enterprise runs in your private cloud (AWS, GCP, Azure) or on-premise with your own speech engines. The current controls, regions, retention periods and sub-processors are published on the data security page — ask us for the data-processing agreement for your jurisdiction.
Does it connect to our scheduling system, CRM and telephony?
Calls arrive from your telephony platform through a documented app (Genesys Cloud, Five9, Zendesk, GoHighLevel, Fireflies) or, on the Business plan, through a connector to your recording system set up by our engineers; chats and emails through the same connectors, the REST API or upload; browser-based platforms through the Ender Turing browser extension. Results go the other way by webhook and REST API — the summary, the topics and the scores land in the CRM or the appointment system — and the CRM connector carries statuses and metadata both ways. Nothing is written into your telephony platform.
Can it measure patient satisfaction without a survey?
Yes. Satisfaction is estimated from the dialogue itself at the start and the end of every conversation (Enter and Exit CSAT), so you see which topics, branches and agents move it, and interaction intensity shows where conversations get tense. A survey a few patients answer becomes a check on numbers you already have for all of them.
How does quality assurance work for patient calls?
You install a contact-center scorecard from the Templates Library and shape it to your process — patient identification, consent, price and preparation explained, empathy, the next step agreed. AutoQA scores every conversation against it; the accuracy against your own reviewers is measured and the point definitions improve from their corrections; reviewers get a queue of only the calls that need a human, and agents see the score and the comment on the exact line.
What about training the schedulers and coordinators?
Every agent has a personal dashboard with their scores, feedback and trainings; managers assign training plans and quizzes, and playlists of the best calls show what good sounds like. A scheduled EnderGPT chat prepares coaching material for each agent every week from their own conversations, so the one-to-one starts from evidence rather than memory.
Which languages does it support?
Any language. Production speech recognition today covers English, Spanish, Portuguese, French, German, Polish, Ukrainian, Arabic, Chinese, Japanese and more; a language we do not run yet is added on request or connected through your own speech-recognition engine, so no network is turned away for its language.
Who uses Ender Turing in healthcare?
Medical laboratory networks (Synevo, Dila Med Labs), a clinic network (Dobrobut) and a health and general insurer (UNIQA) run their patient and member contact centers on it, alongside banks, lenders and retail groups. Case studies with their numbers are published as each customer approves them.
What does it cost, and how do we start?
Free for up to 5 agents — 200 calls per agent a month, calls up to 10 minutes, standard templates, dashboards, topics, automations and EnderGPT — with no expiry. Team is $39 per agent per month with no limits, your own scorecards, the accuracy loop, custom charts and the REST API. Business is $79 per agent with personal-data masking, executive boards, scheduled reports, connectors set up by our engineers, the CRM connector; auto-scoring starts from the first calls. Enterprise adds private cloud or on-premise deployment and custom integrations. Book a demo with your own recordings, or start free and connect a branch yourself.
Security, hosting regions, sub-processors and response times are documented on the Data Security page; SOC 2 Type II examination completed.
Free for up to 5 agents
Hear every patient call — starting with the ones you could not book.
Book a demo with your own recordings, or start free and connect one branch yourself: the first funnel fills the same day.