Five9 has integrated its Intelligent CX Platform with the Epic electronic health record (EHR) system. Five9 Fusion for Epic is designed to embed advanced contact center capabilities directly into the Epic system and is intended to help healthcare organizations deliver faster, more connected and personalized patient experiences without adding complexity for agents, the company said.
The fully native, standards-based integration approved for Epic’s Toolbox was developed in collaboration with healthcare providers. API-driven, the integration is intended to empower agents to engage with patients from a single screen, officials said.
“Advancing patient engagement is no longer optional—it’s essential for delivering better experiences and more effective care,” said Andy Dignan, president at Five9. “By integrating intelligent contact center capabilities directly into Epic, Five9 is helping health systems break down long-standing barriers to access, reduce administrative burden and create a seamless patient journey.”
Among its features is instant patient context, in which an inbound screen pops up automatically to display relevant patient information as soon as a call is received. With one-click outbound calling, agents can initiate calls directly from Epic modules like Cheers, Cadence or Resolute, the company said. In addition, it offers built-in HIPAA-compliant call recording controls.
