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Talkdesk and Epic Enter New Collaboration With the Launch of Epic’s Pals Program

Talkdesk and Epic Enter New Collaboration With the Launch of Epic’s Pals Program

Talkdesk a global AI-powered cloud contact center leader for enterprises of all sizes 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 award-winning Talkdesk Healthcare Experience Cloud platform with Epic’s industry-leading electronic health record (EHR) software.

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“Together Talkdesk and Epic will continue to empower healthcare providers to deliver the personalization and convenience that patients and families expect and deserve.”

Talkdesk is the first 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.”

This 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 than previously possible, including advanced voice and digital contact center capabilities from Talkdesk integrated directly with current and future features of Epic’s Cheers CRM suite.

“We have an obligation to create an experience for our consumers that is as frictionless and connected as humanly possible. Close alignment between strategic technology partners is essential to creating the digital and AI-powered journeys they expect,” said Jeffrey Sturman, SVP and Chief Digital Officer at Memorial Healthcare System. “The deeper relationship between Talkdesk and Epic will help us reach our goals faster, and continue to innovate on behalf of the community we serve.”

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Talkdesk first announced a direct integration with Epic in 2021, becoming the first Contact Center as a Service (CCaaS) vendor in Epic’s previous App Orchard marketplace, and has led the industry in developing and deploying healthcare-specific solutions. Talkdesk Healthcare Experience Cloud is an AI-powered center platform purpose-built to help healthcare providers deliver modern patient experiences. Healthcare providers leverage a turnkey Epic integration within Healthcare Experience Cloud to improve patient access, revenue cycle management, and patient services in thousands of patient interactions every day.

“Contact centers are responsible for important touch points between patients, members or caregivers and healthcare businesses. Generative AI is changing the game, creating tremendous potential to transform the patient experience but that can only happen if we are closely synchronizing the patient journey across communication platforms and the EHR,” said Patty Hayward, GM of Healthcare at Talkdesk. “Together Talkdesk and Epic will continue to empower healthcare providers to deliver the personalization and convenience that patients and families expect and deserve.”

Interoperability and direct integrations in patient communications is critical for delivering personalized and connected experiences for patients. A Talkdesk Research™ study in collaboration with the College of Health Information Management Executives (CHIME) found that 67% of healthcare IT leaders viewed consistency and connectedness in the patient experience as a high or essential priority for their organization.

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