OptiCall

What OptiCall does

OptiCall, Inc. is a privately held medical lead engagement center founded in 2002 by Bill Mercier and headquartered in Bradenton, Florida. The company operates a hybrid model that combines US-based, HIPAA-trained, bilingual phone counselors with a growing suite of AI agents to handle inbound calls, respond to web leads, reactivate dormant patients, and provide phone scripting software for elective medical practices. Its core services are organized under four product lines: First Contact (managed inbound call handling), Capture (multi-channel digital lead response), Boomerang (Brevium-powered patient reactivation), and OptiTrak (phone scripting software), all sold on multi-year managed-service or subscription contracts through a consultative direct-sales motion. The company serves ophthalmology/refractive surgery, plastic surgery, bariatric surgery, cosmetic dentistry, and med spa practices, claiming 130+ practices and 1000+ doctors across the US and Canada.

The firm's technology stack features an in-flight suite of AI capabilities launched across 2023-2025, including an AI Voice Web Concierge (Wendy), Virtual Phone Scheduling Assistant (Roger), Intelligent Call Router (Robin), After Hours Smart Attendant (Arty), Virtual Patient Coordinator (Kasey), Smart Patient Education (Pat), and tools for staff training and analytics (LEE, SAM, ACE, ASK, Andy). OptiCall reports 500,000+ AI-handled patient calls and 250,000+ analyzed calls informing product development, with performance claims of 83% call-to-consultation conversion (vs. 60% industry average), 98% positive sentiment on AI-supported calls, and 40% offset of front desk workload. The company transitioned during 2020 from a single-location contact center to a permanent remote workforce, expanding its US talent pool.

OptiCall generates revenue through managed-service contracts (First Contact, Capture, Boomerang) and subscription software (OptiTrak), with pricing held opaquely and typically requiring a free practice assessment and ROI recommendation before a 4-6 week implementation. The company operates without disclosed external funding, is founder/CEO-led by Bill Mercier, and goes to market via direct enterprise sales supported by content marketing (blog, email, webinars), social presence (LinkedIn, YouTube, Facebook, Instagram, X, TikTok), industry conferences (ASCRS booth), and thought leadership in publications such as Cataract and Refractive Surgery Today. In 2025, the company disclosed approximately 20% call volume decline across its client base, which it is addressing through aggressive AI product launches.

Name

OptiCall

Legal name

OptiCall, Inc.

Website

https://opticall.com

Company type

Private

Founded year

2002

Operating status

Operating

Headcount range

51–100 employees

Short description

OptiCall is a US-based medical lead engagement center that combines live phone counselors with AI agents to handle inbound calls, web leads, and patient reactivation for 130+ elective medical practices across ophthalmology, plastic surgery, bariatric surgery, cosmetic dentistry, and med spas.

Ownership category

akta.pro rank

Product category

Medical Contact Center Services

NAICS

Telephone Call Centers (56142)

akta.pro industry

PRIMARYHLACAEAC

Omnichannel Patient Communications & Contact Center (Voice/SMS/Email/Chat)

Healthcare & Life Sciences/Digital Health & Health IT/Patient Engagement, CRM & Experience Platforms

Keywords

• Medical contact center
• Patient lead engagement
• Elective medical call handling
• Healthcare AI voice agents
• Practice lead conversion

Headquarters

HQ city

Bradenton

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. First Contact - Inbound Call Handling: Managed inbound call handling service where OptiCall phone counselors function as an extension of the practice team, answering calls, assisting with scheduling, and providing detailed reporting. Charged as a managed service with typical 4-6 week launch.
2. Capture - Digital Lead Response: Web lead response and follow-up program using multi-channel outreach (phone, email, text) to convert web inquiries into consultations. Follow-up nurtured for up to one year.
3. Boomerang - Patient Reactivation: Outbound patient reactivation program powered by Brevium software to identify inactive patients and schedule follow-up appointments. Claims 1000% average ROI.
4. OptiTrak - Phone Scripting Software: Licensed phone scripting and tracking software providing consistent messaging for staff conversion.

Pricing tiers

Go-to-market motion2 records

Distribution channels1 record

Marketing channels9 records

Core offering

OptiCall is a medical lead engagement center that combines live phone counselors with AI-powered automation to help elective medical practices convert more inquiries into patients. Its core offerings include managed inbound call handling (First Contact), web lead response (Capture), outbound patient reactivation (Boomerang), and phone scripting software (OptiTrak), all reinforced by a proprietary AI agent suite for inbound lead management, patient education, staff training, and analytics.

Product overview

OptiCall is a medical lead engagement center that combines human-powered services with AI-enhanced automation to help elective medical practices convert more leads into patients. The core service offering consists of four main programs: First Contact (inbound call handling), Capture (digital web lead response), Boomerang (patient reactivation), and OptiTrak (phone scripting software). These are augmented by a comprehensive suite of AI agents organized into four categories: AI Inbound Lead Management (Wendy, Roger, Robin, Arty, Capture Lite), AI Patient Education & Support (Pat, Kasey), Empowering Staff with AI (LEE, SAM, ACE, ASK), and AI Advanced Data & Analytics (Andy). The platform emphasizes 24/7 availability, bilingual counselors, extended hours coverage, and HIPAA compliance.

Differentiator

Problem solved

Functional benefit

Brands

• First Contact: Inbound elective call handling service where OptiCall's phone counselors function as an integral part of the practice team to assist potential patients in scheduling consultations.
• Capture
• Boomerang
• OptiTrak

Products and services

• First Contact Managed inbound elective call handling service where OptiCall's phone counselors function as an extension of the practice team to answer calls, assist with scheduling, and provide detailed reporting with lead contact information. Targeted at elective medical practices in ophthalmology, plastic surgery, bariatric, cosmetic dentistry, and med spa verticals.
• Capture Digital lead response program that engages prospects submitting website form inquiries through immediate phone, email, and text outreach followed by weekly nurture communications, converting web leads into consultations for elective medical practices.
• Boomerang Outbound patient reactivation service that uses Brevium to mine practice databases for inactive patients due or overdue for follow-up, then places live outbound calls to schedule return appointments. OptiCall claims an average 1000% ROI and 15-20% revenue lift above industry standards for clients.
• OptiTrak Phone scripting and tracking software licensed to elective medical practices that provides consistent conversation guides and messaging for staff to convert leads into patients, with reporting on script usage.
• Capture Lite AI-enhanced website lead management service that captures web inquiries and uses AI for initial engagement, qualification, and routing of prospective patients for elective medical practices.
• Wendy (AI Voice Web Concierge) AI-powered website concierge that engages website visitors in real-time voice conversations, answering questions and providing immediate guidance to prospective elective medical patients.
• Roger (Virtual Phone Scheduling Assistant) AI voice agent that supports patients in booking appointments and consultations through automated phone-based scheduling conversations.
• Robin (Intelligent Call Router) AI-powered intelligent call router that replaces traditional IVR phone trees by identifying call reasons, recognizing urgency, and routing callers to the appropriate destination based on intent, time of day, and staff availability.
• Arty (After Hours Smart Attendant) AI-powered after-hours phone attendant that answers patient calls outside business hours, provides information, and routes urgent inquiries for elective medical practices.
• Pat (Smart Patient Education) AI agent that delivers patient education content to prospective and current patients, helping them understand procedures, options, and next steps for elective medical treatments.
• Kasey (Virtual Patient Coordinator) AI-powered virtual patient coordinator that answers questions in real time, guides prospective patients through next steps, and captures lead information during high-intent moments for elective medical practices.
• LEE (Staff Training & Learning) AI-powered staff training and learning platform that helps elective medical practice employees improve patient communication and adopt best practices.
• SAM (Staff Role-Play & Simulations) AI-powered role-play and simulation tool that lets practice staff rehearse patient interactions in a safe environment using AI-simulated scenarios.
• ACE (Advanced Call Evaluation & Coaching) AI-powered call evaluation and coaching system that analyzes phone interactions and delivers coaching insights to help elective medical practice staff improve patient communication quality.
• ASK (AI Smart Knowledge) AI-powered knowledge management system that gives staff instant access to practice information, policies, and procedures through natural-language queries.
• Andy (Data Analysis) AI-powered analytics tool that analyzes practice data including call volume, conversion rates, and workflow efficiency to deliver operational and pipeline insights for elective medical practice optimization.

Quantifiable outcome

• 83% conversion rate from call lead to booked consultation (vs 60% industry average)
• +6 more outcomes

Named customers2 records

Segments5 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration1 record

AI capability8 records

Feature14 records

Partnerships

One partnership is on record.

• BreviumcoreTechnology or IntegrationBrevium is the software platform powering OptiCall's Boomerang patient reactivation program. The integration mines practice databases to identify patients due or overdue for follow-up appointments, enabling OptiCall's counselors to make live outbound calls to schedule appointments directly into practice management systems.

Scale indicators13 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Solutionreach: Healthcare-focused patient engagement and communication platform serving dental, optometry, and medical practices with appointment reminders, recall, two-way texting, and patient messaging. Direct peer to OptiCall because it competes for the same elective medical practice buyer with comparable patient communication and reactivation capabilities.
• Relatient: Patient engagement and outreach platform for medical practices and health systems, providing appointment reminders, surveys, and broadcast messaging. Direct competitor for patient reactivation (Boomerang equivalent) and outbound engagement services.
• Weave: Patient communication and engagement platform for small and mid-sized healthcare practices, combining phone system, texting, reviews, and scheduling. Highly comparable to OptiCall in serving elective and SMB healthcare practices with phone-centric patient engagement workflows.
• Luma Health: Patient engagement platform offering automated outreach, scheduling, and intake workflows to medical practices and health systems. Comparable to OptiCall in delivering AI-assisted patient communication, reactivation, and scheduling outcomes.
• NexHealth: Patient experience platform for healthcare practices offering online scheduling, patient messaging, digital forms, and EHR integrations. Direct competitor in the digital patient engagement layer for medical and dental practices.
• Klara: Patient communication platform for medical practices providing two-way messaging, automated outreach, and phone-based workflows. Comparable to OptiCall's First Contact and Capture services in automating patient outreach and intake.

Broad incumbents

• ModMed (Modernizing Medicine): Specialty-specific EHR and practice management vendor for ophthalmology, dermatology, gastroenterology, and orthopedics with built-in patient engagement and analytics. Adjacent competitor that bundles patient communication into its ophthalmology suite, threatening OptiCall's core ophthalmology customer base.
• Tebra (Kareo + PatientPop): Cloud-based practice growth and EHR platform for independent practices combining marketing, patient experience, and clinical workflows. Comparable as a broader platform that competes for the elective medical practice technology budget that OptiCall taps into.
• West Corporation (now Intrado): Large-scale contact center and communications services provider with significant healthcare vertical presence, including patient outreach and scheduling services. Comparable as a healthcare-specialized outsourced contact center, though at materially larger scale.

Others

• Sykes (Foundever): Global BPO and customer experience outsourcer with a healthcare vertical practice. Comparable as a large-scale outsourced call center operating model, though not a specialist in elective medical lead conversion like OptiCall.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/Opticall
• YouTubeyoutube.com/@OptiCall1
• Facebookfacebook.com/opticall
• LinkedInlinkedin.com/company/opticall-inc-
• Instagraminstagram.com/opticall_inc
• TikToktiktok.com/@opticall

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about OptiCall