Future of Work News Free eNews Subscription

Talkdesk Joins EHR Company Epic's Partner Program to Improve the Patient Experience

By

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.




Edited by Greg Tavarez
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

Future of Work Contributor

SHARE THIS ARTICLE

Related Articles

Future of Work Expo 2025: UCaaS Drives the Future of Work

By: Greg Tavarez    2/12/2025

At Future of Work Expo 2025, part of the #TECHSUPERSHOW, a panel session, "Why UCaaS Is the Future of Work," explained why UCaaS is so central for the…

READ MORE

Is the Future of Work Powered by AI? Find Out at Future of Work Expo 2025

By: Alex Passett    2/11/2025

Future of Work Expo 2025 began today at the Broward County Convention Center in Fort Lauderdale, Florida. This story shares some details from the Futu…

READ MORE

Cybersecurity and Privacy Discussed at Future of Work Expo 2025

By: Greg Tavarez    2/11/2025

The flow of sensitive information, both within and outside organizations, is becoming harder to control.

READ MORE

Unified Office Announces Significant Expansion of its TCNIQ AI Analytics Suite of Products at Future of Work Expo 2025

By: TMCnet News    2/11/2025

Leading communications technology company Unified Office announced today the official expansion of its TCNIQTM AI-based business analytics suite of pr…

READ MORE

Small Meeting Rooms Revamped Thanks to Future of Work Expo and Future of CX Expo Platinum Sponsor Jabra

By: Greg Tavarez    2/7/2025

The PanaCast 40 VBS is designed to enhance small meeting spaces with cutting-edge technology and user-friendly features.

READ MORE