Talkdesk has announced that its Talkdesk Copilot solution is directly integrated into Epic’s Cheers customer relationship management (CRM) suite as part of the Talkdesk Healthcare Experience Cloud. This marks the first time a Talkdesk AI contact center product has been embedded within Epic’s platform.
“Healthcare organizations face unique and complex customer experience requirements and high patient expectations. Personalizing the patient journey to drive better health and business outcomes requires agents who are empowered with AI and have the most relevant data at their fingertips as each conversation unfolds. Our latest innovation through the partnership with Epic jointly enables 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.
Building on their 2021 partnership, this latest expansion enhances the value for healthcare organizations by streamlining the agent experience, leading to more efficient and accurate patient interactions.
Talkdesk Copilot integration provides agents with real-time transcripts, smart recommendations, assisted automation, and automatic call summaries, all from within the Epic Cheers platform. These solutions enable agents to provide more individualized support to patients and caregivers, especially in crucial areas like patient access, revenue cycle management, and patient services. Copilot's intelligent, real-time coaching allows agents to lead individualized patient interactions, promote better health outcomes, and improve value-based care performance throughout the organization.
"Bringing insights from Talkdesk directly into contact center agents workflows in Cheers will enable organizations to better serve their patients and create added efficiencies, helping health systems transition their contact centers from cost centers to value centers," said Sam Seering, product manager for Cheers at Epic.
Apart from Talkdesk, Qualtrics and Press Ganey have recently collaborated with Epic to introduce new enhancements for healthcare.
