PALO ALTO, Calif. — February 17, 2025 — Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology for enterprises of all sizes, today announced new Talkdesk Healthcare Experience Cloud™ agent tools and call controls directly embedded in Epic to create a unified agent experience in healthcare contact centers.

Talkdesk has been a pioneer in delivering healthcare-specific CX solutions. In 2021, it led the market with an enterprise-grade contact center solution purpose-built for the healthcare industry and direct integration with Epic. In 2023, Talkdesk joined the Epic Workshop co-innovation program. In August 2024, the company announced Talkdesk Copilot™ as the first Talkdesk AI contact center product to be directly embedded in Epic’s Cheers customer relationship management (CRM) suite.

The latest developments of the Talkdesk platform will allow mutual Talkdesk and Epic customers to give contact center agents embedded call controls, conversation management tools, and interaction context persistent across views within Epic as they serve patients and families. Combined with Talkdesk Copilot for real-time agent assistance, this creates a streamlined agent workflow accessible across Epic screens and modules.
“Bringing insights from Talkdesk directly into contact center agents’ workflows in Cheers will enable organizations to serve their patients better and improve agent efficiency. Ultimately, this helps health systems transition their contact centers from cost to value centers,” said Sam Seering, product manager for Cheers at Epic.

For the first time, agents can manage calls and access all relevant patient information without leaving the Epic environment or navigating to a separate application, which improves efficiency and patient care. Agent availability and status can now be managed across channels powered by Talkdesk or Epic, making it easier for contact center teams to manage omnichannel interactions across voice, text, chat, or patient portals. This innovation builds upon previous Talkdesk integrations with Epic, including workflows for scheduling, services, and payments via AI voice bot through Talkdesk Autopilot™ for Healthcare.

Agents play a critical role in healthcare contact centers. As more providers leverage AI to handle standard and high-volume calls and chats, human staff increasingly focus on the most complex topics and support patients when automated systems cannot fully resolve their needs. Delivering a full suite of contact center tools within Cheers gives agents a unified view of the patient’s current and previous interactions and all their relative electronic healthcare record (EHR) and CRM data in a single pane of glass. Combined with AI self-service and navigation workflows and real-time agent assistance already available as part of Talkdesk’s Epic integration, the result is a new evolution of how CX platforms can work together and within EHR and CRM software. Agents will be better equipped to drive health and business outcomes in every conversation.

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