Talkdesk, the global customer experience leader for customer-obsessed companies, announced its integration with Epic Systems, a healthcare software company. Talkdesk CX Cloud will be available in Epic’s App Orchard, giving healthcare organisations a better way to provide patients with seamless, personalised service.
As digital transformations take pace, patients are 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 poses as a challenge for many providers, but it is essential to understand the full picture of the patient journey across all communications channels, from web through mobile app and live agent.
Jeff Sturman, chief digital officer, Memorial Healthcare System, said:
“Our patients and their families expect and deserve seamless and personalized interactions whenever they engage with 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.”
Today, contact centres function as the hub for the modern patient experience. Agents need to support appointment scheduling, address clinical questions, manage post-visit follow ups, handle prescription refills, coordinate billing and claims processing, and more. Each of these interactions represents an opportunity for elevating patient satisfaction and can ultimately lead to positive health and business outcomes. According to Talkdesk Research™ findings, seven in ten patient experience professionals consider contact centres a high priority and strategic resource.