Talkdesk, Inc., the global customer experience leader for customer-obsessed companies, announced its integration with Epic EHR and the availability of Talkdesk CX Cloud in App Orchard, giving healthcare organizations a better way to provide patients with seamless, personalized service.
As the use of “digital front doors” gains traction, patients are increasingly expecting faster, frictionless experiences and the kind of personalization offered by consumer goods and services companies. Improving patient experience beyond the physical walls of a clinic or hospital presents challenges for many providers, particularly in understanding the full picture of the patient journey across all communication channels – web, email, SMS, mobile app, virtual agent, or live agent.
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“The contact center has rapidly become a strategic asset for healthcare providers as they work to evolve towards a more patient-centric model”
Through its standards-based integration with Epic, one of the nation’s leading EHR platforms, Talkdesk makes it easier for providers to guide patients in navigating the multiple touchpoints and complexities of the healthcare system and optimize every interaction. Leveraging a single user interface, Talkdesk Workspace, contact center agents, front desk staff and other patient-facing employees can access comprehensive, contextualized data to deliver patient experiences that feel synchronized and personalized. Healthcare providers can also more efficiently serve patients by automatically identifying inbound callers, gathering information from the IVR, and intelligently route them to the best contact center team, facility or provider office.
“Our patients and their families expect and deserve seamless and personalized interactions whenever they engage with Memorial Healthcare System,” said Jeff Sturman, chief digital officer, Memorial Healthcare System. “Integrating Epic with Talkdesk brings more context and greater efficiency to our conversations and is essential in enabling us to deliver exceptional experiences for the people we serve.”
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In today’s world, the contact center functions as the hub for the modern patient experience. Agents must support appointment scheduling, address clinical questions, manage post-visit follow ups, handle prescription refills, coordinate billing and claims processing, plus so much more. Every one of these engagements leaves an impression and represents an opportunity for elevating patient satisfaction, which can ultimately lead to positive health and business outcomes. Talkdesk ResearchTM findings underscore the critical role of contact centers in healthcare. Seven in 10 patient experience professionals consider it a high priority and strategic resource.
“The contact center has rapidly become a strategic asset for healthcare providers as they work to evolve towards a more patient-centric model,” said Rohit Madhavarapu, vice president of product management for healthcare and life sciences, Talkdesk. “By integrating with Epic, Talkdesk helps deliver seamless interactions by giving agents and automated channels the context and insights required to personalize and enhance patient experiences. They can additionally boost operational efficiency and, more importantly, drive clinical and business outcomes.”
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