Epic’s new Partners and Fellows initiative has another member: Talkdesk, which is developing cloud-based, AI-powered contact center technology, will participate in the program. Now we will discuss Adds Epic Talkdesk to the Partners and Fellows Program
why does it matter
The company’s new collaboration with Epic will expand the integration of the Talkdesk Healthcare Experience Cloud platform with Epic’s electronic health record software.
Talkdesk first merged with Epic in 2021, as the first call center as a service company to participate in Epic’s former App Orchard Marketplace – announced for renewal in December 2022 as the new call center.
Similarly, Talkdesk is the first CCaaS vendor to join the New Partners Program, which aims to help Epic customers find vendors with validated integrations.
Through Partners and Pals, Epic and Talkdesk will offer their joint customers the voice and digital contact center capabilities of Talkdesk, integrated directly with current and future features of Epic’s Cheers CRM suite, the companies say.
“Hospitals, independent practices and other businesses we support are constantly looking to improve the patient experience,” said Sam Syring, director of product at Cheers, in a statement. “The right technology plays a critical role in providers’ ability to achieve effective and personalized interactions with patients.
“In addition, patients will be able to improve self-service opportunities and call center leaders will improve analytics by combining Epic and Talkdesk data in new ways.”
The biggest trend
“Partners and Pals creates new value for healthcare by orchestrating unique collaborations,” said Alan Hutchison, vice president at Epic, noting that the company seeks to work with companies toward “deep integration of their products and services, helping them innovate quickly to For the benefit of more patients and providers.”
On the record
“Call centers are responsible for critical touch points between patients, members, providers, and health care companies,” Patty Hayward, general manager of healthcare at TalkDesk, said in a statement. “Generative AI is changing the game, creating huge potential to change the patient experience but that can only happen if we closely synchronize the patient journey across communication platforms and electronic health records.”
Mike Milliard is the Executive Editor of Healthcare IT News
Email the author: mike.miliard@himssmedia.com
Healthcare IT News is a HIMSS publication.
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