Epic’s innovative Partners and Pals initiative welcomes a new participant: Talkdesk, a leading developer of cloud-based, AI-powered contact center technology. This collaboration aims to expand the integration of Talkdesk’s Healthcare Experience Cloud platform with Epic’s electronic health record (EHR) software.
The partnership between Talkdesk and Epic is set to build upon their previous integration efforts. In 2021, Talkdesk became the first contact center as a service (CCaaS) company to integrate with Epic’s App Orchard marketplace, later transformed into the Connection Hub in December 2022.
In a similar vein, Talkdesk’s inclusion in the new Partners and Pals program signifies it as the inaugural CCaaS vendor to join. This strategic program is designed to assist Epic’s clients in discovering vendors with validated integrations that can enhance their healthcare solutions.
Through this collaboration, Epic and Talkdesk plan to offer shared customers a comprehensive set of voice and digital contact center capabilities. These capabilities will seamlessly integrate with the existing and forthcoming features of Epic’s Cheers customer relationship management suite, effectively enriching patient-provider interactions.
Sam Seering, Cheers Product Manager, highlighted the significance of technology in improving patient experiences. He stated, “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. 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 development is part of Epic’s broader trend of forging unique partnerships to innovate within the healthcare sector. Notably, Abridge, a company specializing in generative AI tools for clinical documentation, was also announced as a participant in the new Partners and Pals program.
Alan Hutchison, Vice President at Epic, emphasized the program’s value in fostering collaboration, stating that Epic aims to work closely with companies to deeply integrate their products and services, ultimately benefiting both patients and healthcare providers.
Patty Hayward, General Manager of Healthcare at Talkdesk, emphasized the transformative potential of generative AI in enhancing patient experiences. She noted, “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.”
