Five9 Launches Epic Integration for Enhanced Patient Experience

Five9, a provider of the Intelligent CX Platform, has launched Five9 Fusion for Epic, a new integration with Epic's electronic health record system. The integration enhances patient experiences by embedding advanced contact center capabilities into Epic's EHR system, providing personalized and faster patient services while reducing complexity for healthcare agents. Key features include instant patient context on calls, one-click outbound calling, and HIPAA-compliant call recording controls.

Five9, a leading provider of the Intelligent CX Platform, has announced the launch of Five9 Fusion for Epic, a new integration with Epic's electronic health record (EHR) system. This integration embeds advanced contact center capabilities directly into Epic, aiming to improve patient experiences by providing faster, more personalized, and seamless services.

The integration, developed in collaboration with leading healthcare providers and rigorously tested for reliability, security, and ease of use, empowers agents to engage with patients seamlessly from a single screen. Five9 Fusion for Epic achieves a fully native, standards-based integration approved for Epic’s Toolbox, marking a significant advancement in healthcare communications technology [1].

Key features of Five9 Fusion for Epic include:

1. Instant Patient Context on Every Call: Inbound screen pops automatically display relevant patient information as soon as a call is received, allowing agents to deliver faster, more personalized service without switching between systems [1][2][3].

2. One-Click Outbound Calling from Epic: Agents can initiate calls directly from Epic modules like Cheers, Cadence, or Resolute, improving speed-to-contact, reducing manual dialing errors, and streamlining patient outreach [1][2][3].

3. Built-In HIPAA-Compliant Call Recording Controls: Pause and resume recording during sensitive interactions (e.g., payment processing) to protect patient privacy, maintain regulatory compliance, and simplify workflows – without the need for manual workarounds [1][2][3].

By integrating these advanced contact center capabilities into Epic's EHR system, Five9 aims to help healthcare organizations break down barriers to access, reduce administrative burden, and create a seamless patient journey. This milestone reflects Five9's commitment to driving innovation in healthcare communications, enabling providers to focus on delivering exceptional care experiences at scale [1][2][3].

Five9 meets Epic’s recommended practices for Contact Center as a Service products and opens new possibilities for healthcare providers looking to elevate their contact center operations while maximizing their existing Epic investment [1][2][3].

References

[1] https://finance.yahoo.com/news/five9-launches-integration-epic-toolbox-130000102.html
[2] https://www.businesswire.com/news/home/20250814318264/en/Five9-Launches-New-Integration-in-Epic-Toolbox
[3] https://www.marketscreener.com/news/five9-inc-launches-new-integration-in-epic-toolbox-ce7c51d9da8cf326