Epic's new Partners and Pals initiative has another member: Talkdesk, which develops cloud-based, AI-enabled contact center technology, will take part in the program.

WHY IT MATTERS
The company''s new collaboration with Epic will expand the integration of its Talkdesk Healthcare Experience Cloud platform with Epic's electronic health record software.

Talkdesk first integrated with Epic in 2021, as the first contact center as a service company to participate in Epic's previous App Orchard marketplace – which was announced to revamp in December 2022 as the new Connection Hub.

Likewise, Talkdesk is the first CCaaS vendor to join the new partners program, which aims to help Epic clients find vendors with validated integrations.

Through Partners and Pals, Epic and Talkdesk will offer their mutual customers voice and digital contact center capabilities from Talkdesk, integrated directly with current and future features of Epic's Cheers customer relationship management suite, the companies say.

"The hospitals, independent practices and other companies we support are continuously looking to improve the patient experience," said Sam Seering, product manager of Cheers, in a statement. "The right technology plays a critical role in providers' ability to achieve efficient and personalized patient interactions.

"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."

THE LARGER TREND
It was announced this past week that Abridge, which develops generative AI tools for clinical documentation, would be the first company in the new Partners and Pals program. 

"The Partners and Pals program creates new value for healthcare by curating unique collaborations," said Alan Hutchison, vice president at Epic, noting that the company seeks to work with companies toward "deep integration for their products and services, helping them innovate quickly for the benefit of more patients and providers."

ON THE RECORD
"Contact centers are responsible for important touch points between patients, members or caregivers and healthcare businesses," said Patty Hayward, general manager of healthcare at Talkdesk, in a statement. "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."

Mike Miliard is executive editor of Healthcare IT News
Email the writer: mike.miliard@himssmedia.com
Healthcare IT News is a HIMSS publication.