Talkdesk joins Epic’s Partners and Pals, enhancing integration with Epic’s health record software and Cheers CRM. This collaboration extends Talkdesk’s Healthcare Experience Cloud platform integration with Epic. As the first CCaaS vendor in the program, Talkdesk offers joint voice and digital contact center capabilities. The initiative focuses on deep integration for innovation, benefitting patients and providers. Patty Hayward, Talkdesk’s GM of Healthcare, highlights generative AI’s potential to transform patient experiences by synchronizing communication platforms and EHRs.
Talkdesk, a leading provider of AI-driven cloud-based contact center technology, has joined Epic’s Partners and Pals program. As part of this collaboration, Talkdesk will enhance its existing integration with Epic’s electronic health record software and Cheers CRM suite.
The significance of this partnership lies in the expansion of Talkdesk’s Healthcare Experience Cloud platform’s integration with Epic’s electronic health record software. In 2021, Talkdesk became the first contact center as a service (CCaaS) company to integrate with Epic through the former App Orchard marketplace, which was later rebranded as the Connection Hub in December 2022.
Talkdesk’s participation in Epic’s new Partners and Pals initiative marks a milestone as the first CCaaS vendor to join the program. The primary objective of this initiative is to aid Epic clients in identifying vendors with verified integrations. Epic and Talkdesk will jointly provide their shared customers with voice and digital contact center capabilities, seamlessly integrated into the existing and upcoming features of Epic’s Cheers CRM suite.
Sam Seering, Cheers’ product manager, emphasized the importance of technology in enhancing patient experiences: “Hospitals, independent practices, and other organizations we support are consistently seeking ways to enhance patient interactions. Technology plays a crucial role in enabling providers to offer efficient and personalized patient care.”
The trend towards fostering unique collaborations in healthcare is exemplified by the Partners and Pals program. Alan Hutchison, Vice President at Epic, highlighted the company’s dedication to deep integration with partners to drive innovation for the benefit of patients and healthcare providers.
Patty Hayward, General Manager of Healthcare at Talkdesk, emphasized the role of contact centers in facilitating crucial interactions between patients and healthcare entities. She underscored the transformative potential of generative AI in revolutionizing the patient experience and stressed the importance of synchronizing patient journeys across communication platforms and electronic health records.
