Seamless Patient Care Starts with Smarter Integration
August 19, 2025
Disjointed systems don’t just frustrate contact center agents, they frustrate patients. When agents have to toggle between screens, rekey data, or chase down context, every second counts. And in healthcare, seconds matter.
Health systems have invested millions in Epic to unify patient data and improve care. But without native integration into Epic, contact centers are left patching together fragile middleware and hoping it holds. It’s risky. It’s costly. And it slows access to care.
That’s why Five9 is proud to be the first CCaaS platform accredited in Epic’s Toolbox Program—enabling true, native integration. No middleware. No toggling. Just seamless voice workflows embedded directly in Epic.
What’s changed and why it matters in healthcare contact centers
Historically, health systems integrated contact center platforms like Five9 with Epic using Epic-approved middleware or third-party solutions. While functional, these workarounds introduced complexity, risk, and support delays, particularly in high-stakes life-saving environments.
Now, with native Epic EHR integration, Five9 embeds directly within Epic modules—like Cheers, Hyperdrive, and Cadence—creating a unified, secure, and reliable workflow inside the electronic health record itself. This isn’t just a technical upgrade, it’s a strategic leap forward for healthcare IT, patient experience leaders, and clinical contact center teams.
For CIOs and CTOs in healthcare, this shift means less architectural friction and a lower total cost of ownership. For operational leaders, it means improved first contact resolution, fewer manual processes, and more personalized patient support.
In short: We’ve removed the middle layer, so your teams can focus on delivering seamless, compliant, and patient-centered care across every voice interaction.
Why native integration with Epic matters:
Greater Reliability: Direct support from both Five9 and Epic means fewer breakpoints, faster issue resolution, and guaranteed compatibility with each new Epic release.
True Real-Time Data: No more polling or delayed batch uploads. Information flows instantly between systems, so agents always act on the freshest patient details.
Stronger Security & Compliance: Native code inherits Epic’s rigorous security model and Five9’s HIPAA-certified safeguards, reducing risk compared to bolt-on connectors.
Simplified Management: One vendor relationship, one upgrade cycle, and one support channel—eliminating complex third party contracts and integration headaches.
Built to Scale with Epic: As Epic evolves, Five9 can deliver new features and optimizations immediately, rather than waiting on an external partner to update their adapter.
In short, native means faster, safer, and more future-proof patient engagement—without the friction of external middleware.
Built for the people who power patient care
This isn’t just a win for IT leaders, it’s a meaningful change for the teams who power patient access every day.
Contact center agents spend less time toggling and more time helping
Patient access teams gain speed, accuracy, and control
Revenue cycle leaders reduce rework and get access to real-time insights
CIOs and CTOs cut complexity, shrink their tech stack, and maximize their Epic ROI
A native Epic integration saves time, mouse clicks, and after call work, keeping their workforce happy and provides more patient-centered care.
The New CX for healthcare starts here
Five9 is answering the call of their health system clients to make patient access easier. With its new native Epic integration, Five9 empowers health systems to streamline patient access and deliver truly patient-centric care.
You’ve already made the investment in Epic. Now it’s time to extend its power into every interaction.
