In healthcare, consumers are called “patients” instead of “customers,” but the need to support them is just as important…if not more so. The healthcare industry is changing, and many providers are taking their cues from the consumer call center industry, which has advanced concepts such as first-call resolution, multichannel communications, self-service and the customer journey. With lessons learned from customer support, healthcare organizations are pursuing programs to improve the patient experience.
Interoperability and direct integration in patient communications is critical for delivering personalized and connected experiences for patients. A study carried out by AI cloud contact center company Talkdesk Inc.’s research arm together with the College of Health Information Management Executives (CHIME) found that 67 percent of healthcare IT leaders viewed consistency and connectedness in the patient experience as a high or essential priority for their organization.
To help further improve the patient experience, Talkdesk recently announced that it has joined Epic’s new Pals program. Participation in the program means that Talkdesk will further strengthen and expand the integration of its Talkdesk Healthcare Experience Cloud platform with Epic’s electronic health record (EHR) software. Talkdesk is the first contact center-as-a-service (CCaaS) vendor to be announced as a member of the Pals program, which helps customers select vendors that use validated integrations with Epic’s software.
“The hospitals, independent practices and other companies we support are continuously looking to improve the patient experience. The right technology plays a critical role in providers’ ability to achieve efficient and personalized patient interactions,” said Sam Seering, Product Manager of Cheers, Epic’s customer relationship management platform. “Additionally, patients will have improved self-service opportunities and contact center leaders will have enhanced analytics by combining Epic and Talkdesk data in new ways.”
The new program facilitates closer collaboration on technology access, go-to-market support, and technical support between Epic and Talkdesk. The two companies will co-innovate to offer mutual customers more deeply connected patient experience solutions, including advanced voice and digital contact center capabilities from Talkdesk integrated directly with current and future features of Epic’s Cheers CRM suite.
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