August 15, 2025
Epic Users Gain Faster and More Personalised Patient Interactions with Five9
Five9 has announced its latest integration with Epic, introducing Five9 Fusion for Epic. This new capability embeds advanced contact centre tools directly within Epic, allowing healthcare providers to deliver faster, more personalised patient experiences without adding complexity for their teams.
Built as a fully native, standards-based integration and approved for Epic’s Toolbox, Five9 Fusion for Epic represents the next step in healthcare communications. Designed alongside leading healthcare organisations and tested for reliability, security, and simplicity, the API-driven integration enables agents to interact with patients from a single, unified interface.
“Advancing patient engagement is no longer optional; it’s essential for delivering better experiences and more effective care,” said Andy Dignan, President, Five9. “By integrating intelligent contact centre capabilities directly into Epic, Five9 is helping health systems break down long-standing barriers to access, reduce administrative burden, and create a seamless patient journey.”
With Five9 Fusion for Epic, contact centre workflows are streamlined, consolidating patient communications and health record access into one seamless environment. In addition, this eliminates the need to toggle between systems, reduces manual steps, and accelerates patient service.
Highlights include:
- Instant Patient Context on Every Call: Automatic screen pops display relevant patient details the moment a call comes in, enabling agents to deliver rapid, personalised support without system-switching.
- One-Click Outbound Calls from Epic: Initiate patient outreach directly from modules like Cheers, Cadence, or Resolute—speeding up response times, reducing errors, and simplifying follow-ups.
- HIPAA-Compliant Recording Controls: Pause and resume call recordings during sensitive moments, such as payment processing, to safeguard privacy while maintaining regulatory compliance and smooth workflows.
By meeting Epic’s recommended standards for Contact Centre as a Service (CCaaS) solutions, Five9 Fusion for Epic also allows healthcare providers to modernise patient engagement while maximising the value of their existing Epic investment.
