Talkdesk Enhances Healthcare Contact Centers with New Epic Integration

What You Should Know: 

– Talkdesk, a global leader in AI-powered customer experience (CX) solutions, today announced new enhancements to its Talkdesk Healthcare Experience Cloud™ that further integrate its platform with EHR provider Epic.

– The latest innovation embeds Talkdesk’s agent tools and call controls directly into Epic, creating a unified and streamlined experience for healthcare contact center agents.

Epic Integration Streamlines Agent Workflows and Improve Patient Experience

This latest integration builds on these achievements by providing agents with:

• Embedded call controls: Manage calls directly within Epic, eliminating the need to switch between applications.
• Conversation management tools: Access a suite of tools to enhance communication and streamline workflows.
• Persistent interaction context: Maintain a unified view of patient information across different Epic screens and modules.
• Unified agent experience: Access all relevant patient data and tools within the Epic environment.

Improving Efficiency and Patient Care

By embedding Talkdesk’s tools and controls directly into Epic, healthcare contact centers can:

• Improve agent efficiency: Streamline workflows and reduce the time spent navigating between applications.
• Enhance patient experience: Provide agents with faster access to patient information, enabling more personalized and efficient service.
• Increase agent satisfaction: Create a more user-friendly and efficient work environment for agents.
• Improve care coordination: Facilitate seamless communication and collaboration between contact center agents and other healthcare providers.

“Healthcare organizations face unique and complex customer experience requirements and high patient expectations. Unification of the agent desktop not only improves workflows for agents but also helps them have more personalized and impactful conversations. Our partnership with Epic is a game-changer in enabling providers to deliver a more synchronized, efficient, and tailored patient experience,” said Patty Hayward, vice president and general manager of Healthcare and Life Sciences at Talkdesk.