• Embedding Talkdesk Copilot™ into Epic Cheers is the latest in an ongoing solution plan that leverages Talkdesk and Epic innovations.

• Talkdesk continues to deepen and expand the integration of its Talkdesk Healthcare Experience Cloud™ platform with Epic’s health records (EHR) software.

• The new Talkdesk innovation, enabled by the Epic Workshop program, delivers greater value to healthcare organizations by making interactions more efficient and accurate.

Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology for companies of all sizes, today announced that Talkdesk Copilot™, available as part of the Healthcare Experience Cloud™, is the first Talkdesk AI contact center product embedded directly into Epic’s Cheers customer relationship management (CRM) suite.

Talkdesk, which announced its direct integration with Epic in 2021, is an industry leader in developing and delivering healthcare-specific solutions. The latest expansion of the partnership offers greater value to healthcare organizations by unifying the agent experience to make interactions more efficient and accurate.

Access to real-time transcripts, recommendations, assisted automations, and automated call summaries using Talkdesk Copilot enables agents to provide better, more personalized support to patients and caregivers in critical areas such as patient access, revenue cycle, and patient services within Epic Cheers. Ultimately, agents get the real-time, intelligent guidance they need to deliver personalized patient conversations, effortlessly drive better health outcomes, and improve value-based care delivery for the organization.

Talkdesk Healthcare Experience Cloud is the industry’s first purpose-built contact center platform with healthcare-specific features, pre-trained AI, and out-of-the-box integrations with electronic health records (EHR) to help healthcare providers deliver modern patient experiences.

Quotes

Sam Seering, product manager for Cheers at Epic, said, “By bringing insights from Talkdesk directly into contact center agent workflows in Cheers, organizations can better serve their patients and create additional efficiencies, enabling healthcare systems to transform their contact centers from cost centers to value centers.”

Patty Hayward, Vice President and General Manager of Healthcare and Life Sciences at Talkdesk, commented, “Healthcare organizations face unique and complex customer experience requirements and high patient expectations. Personalizing the patient journey to drive better health and business outcomes requires agents equipped with AI and with the most relevant data at their fingertips during every conversation. Our latest innovation through the partnership with Epic enables providers to deliver a more synchronized, efficient and tailored patient experience.”