In short
CCaaS (contact center as a service) platforms run human agents: routing, queues, dialers, and handoff between people. Consig automates the outbound first touch that agents spend most of their time on, including dialing, getting answered, verifying the patient, and running the conversation, within healthcare compliance rules. It then hands the call to your agents with call-attached data. Most organizations use the two together.
At a glance
| Capability | CCaaS | Consig |
|---|---|---|
| Automated calls | Yes | Yes |
| Hand-off to live agents | Yes | Yes |
| Agentic or deterministic flow | Neither | Both |
| Number / reputation management | No | Yes |
| Authentication / identity | No | Yes |
| Compliance monitoring | No | Yes |
| Relationship to your contact center | — | Hands off into major call center and UC systems |
| Who handles voicemails, retries and phone tag | Your agents and dialer | Automated by Consig |
Is Consig a replacement for our contact center?
Usually not. A contact center platform is built to manage people: queues, routing, workforce management, and the agent desktop. Consig integrates with all major call center and UC systems and hands calls into them, transferring live with call-attached data or scheduling a callback.
The division of labor is the point. One early Consig customer automated the "painful 80%" of its outreach (voicemails, follow-ups, call screening, incomplete interactions) so staff could focus on the 20% of calls that led to meaningful clinical conversations. The result was 10 FTEs reallocated and $700,000 a year saved. See customer stories.
What does a contact center leave unsolved for patient outreach?
On the Consig comparison, CCaaS covers automated calls and handoff to live agents, but not number and reputation management, patient authentication, or compliance monitoring. It does not run agentic or deterministic AI flows either. For outbound patient calls, those gaps are where reach and risk are decided: whether the call rings, whether the right person answered, and whether the call was allowed at all under consent and state rules.
How does Consig help service providers and BPOs?
Service providers can deploy Consig as white-label voice infrastructure that protects margins and expands contract capacity. Consig handles the dialing and engaging, so staff spend their time on real patient interactions, and volume can scale without adding headcount or compliance risk. See Consig for service providers.
When a contact center platform is the better fit
- You need to manage a team of human agents: routing, queues, workforce management, and quality.
- Most of your volume is inbound and handled by people.
When Consig is the better fit
- Agents spend their day on voicemails, retries, and phone tag instead of conversations.
- You need outbound patient calls answered, verified, and compliant before an agent joins.
- You want automation that hands off into the contact center you already run.
Frequently asked questions
Do we have to replace our contact center to use Consig?
No. Consig integrates with all major call center and UC systems. It automates the outbound first touch and then transfers to your agents with call-attached data, or schedules a callback.
Isn't a predictive dialer enough?
A dialer connects agents to answered calls faster, but agents still handle every conversation, and the dialer does not manage number reputation, verify the patient, or enforce healthcare consent and state AI rules. Consig handles the first-touch conversation itself and brings in a person only when needed.
Can a BPO white-label Consig?
Yes. Healthcare service providers and BPOs can deploy Consig as white-label voice infrastructure inside their own service. See Consig for service providers.