San Francisco, CA, USA, Aug, 2023 - Talkdesk(R), Inc., a global AI-powered cloud contact center provider 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 Talkdesk Healthcare Experience Cloud™ platform with Epic’s electronic health record (EHR) 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 voice and digital contact center capabilities from Talkdesk integrated directly with current and future features of Epic’s Cheers CRM suite.
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"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."
"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."
Posted by Veronica Silva Cusi, news correspondent
Talkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
Published: Friday, August 25, 2023
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