HIMSS25: Webex Contact Center Integrates with Epic to Enhance Patient Experience

What You Should Know: 

– Webex Contact Center is transforming patient engagement with its latest integration with Epic’s electronic health record (EHR) system. 

– Announced at HIMSS 2025, the integration empowers contact center agents and healthcare providers with a seamless communication platform directly within Epic’s Cheers/Hyperdrive interface.

AI-Powered Solution Empowers Agents with Real-Time Access to Patient Data 

By combining Webex’s multi-channel communication tools with Epic’s comprehensive patient data, healthcare organizations can deliver a more personalized and efficient experience for patients and their families.

The integration also brings the power of Webex Contact Center’s AI capabilities to the Epic environment, including:

• Intelligent routing and queue management: Ensures that patients are connected with the most appropriate agent based on their needs and the agent’s availability and skills.
• Omnichannel interaction handling: Supports seamless communication across various channels, including voice, email, messaging, and chat.
• Real-time reporting and dashboards: Provides access to historical and real-time data to analyze and manage patient interactions and agent performance.

Future Enhancements

Webex plans to further enhance the integration with Epic by adding features such as:

• AI agent transfer context summaries: Provides human agents with summaries of previous interactions with AI agents, ensuring a smooth transition and preventing patients from repeating information.
• Dropped call summaries: Captures and documents interaction details in case of a dropped call, allowing for seamless resumption of the conversation.
• Automatic CSAT scoring: Leverages AI to analyze voice interactions and provide insights into patient satisfaction.
• Agent well-being tools: Identifies signs of agent burnout and provides recommendations for proactive intervention.
• Topic analytics: Analyzes call data to identify trends and inform process improvements.
• Real-time transcripts: Provides agents with live transcripts of conversations, improving accuracy and efficiency.

Elevating Engagement with Webex Connect and Webex AI Agent

Healthcare providers can further enhance patient engagement with Webex Connect, accessible through the Epic Connection Hub. Webex Connect enables automated, personalized communication for various use cases, such as appointment reminders, care plan updates, and billing notifications.

Webex AI Agent provides patients with 24/7 self-service options for scheduling appointments, checking symptoms, managing prescriptions, and more. The AI agent can seamlessly transition to a human agent for complex inquiries, ensuring a smooth and personalized experience for patients.