What You Ought to Know:
– Webex Contact Center is remodeling affected person engagement with its newest integration with Epic’s electronic health record (EHR) system.
– Introduced at HIMSS 2025, the combination empowers contact heart brokers and healthcare suppliers with a seamless communication platform instantly inside Epic’s Cheers/Hyperdrive interface.
AI-Powered Resolution Empowers Brokers with Actual-Time Entry to Affected person Knowledge
By combining Webex’s multi-channel communication instruments with Epic’s complete affected person information, healthcare organizations can ship a extra customized and environment friendly expertise for sufferers and their households.
The combination additionally brings the facility of Webex Contact Middle’s AI capabilities to the Epic setting, together with:
- Clever routing and queue administration: Ensures that sufferers are related with probably the most applicable agent primarily based on their wants and the agent’s availability and abilities.
- Omnichannel interplay dealing with: Helps seamless communication throughout varied channels, together with voice, electronic mail, messaging, and chat.
- Actual-time reporting and dashboards: Supplies entry to historic and real-time information to research and handle affected person interactions and agent efficiency.
Future Enhancements
Webex plans to additional improve the combination with Epic by including options similar to:
- AI agent switch context summaries: Supplies human brokers with summaries of earlier interactions with AI brokers, guaranteeing a clean transition and stopping sufferers from repeating data.
- Dropped name summaries: Captures and paperwork interplay particulars in case of a dropped name, permitting for seamless resumption of the dialog.
- Automated CSAT scoring: Leverages AI to research voice interactions and supply insights into affected person satisfaction.
- Agent well-being instruments: Identifies indicators of agent burnout and offers suggestions for proactive intervention.
- Subject analytics: Analyzes name information to determine tendencies and inform course of enhancements.
- Actual-time transcripts: Supplies brokers with dwell transcripts of conversations, bettering accuracy and effectivity.
Elevating Engagement with Webex Join and Webex AI Agent
Healthcare suppliers can additional improve affected person engagement with Webex Join, accessible by means of the Epic Connection Hub. Webex Join allows automated, customized communication for varied use instances, similar to appointment reminders, care plan updates, and billing notifications.
Webex AI Agent offers sufferers with 24/7 self-service choices for scheduling appointments, checking signs, managing prescriptions, and extra. The AI agent can seamlessly transition to a human agent for advanced inquiries, guaranteeing a clean and customized expertise for sufferers.
