Press Release
Talkdesk expands Epic Workshop innovation to deliver a unified agent experience
Talkdesk agent tools and persistent call controls can now be embedded directly in Epic for the first time, creating a next-generation contact center integration with Epic’s electronic healthcare record software
PALO ALTO, Calif. — February 17, 2025 — Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology for enterprises of all sizes, today announced new Talkdesk Healthcare Experience Cloud™ agent tools and call controls directly embedded in Epic to create a unified agent experience in healthcare contact centers.
Talkdesk has been a pioneer in delivering healthcare-specific CX solutions. In 2021, it led the market with an enterprise-grade contact center solution purpose-built for the healthcare industry and direct integration with Epic. In 2023, Talkdesk joined the Epic Workshop co-innovation program. In August 2024, the company announced Talkdesk Copilot™ as the first Talkdesk AI contact center product to be directly embedded in Epic’s Cheers customer relationship management (CRM) suite.
The latest developments of the Talkdesk platform will allow mutual Talkdesk and Epic customers to give contact center agents embedded call controls, conversation management tools, and interaction context persistent across views within Epic as they serve patients and families. Combined with Talkdesk Copilot for real-time agent assistance, this creates a streamlined agent workflow accessible across Epic screens and modules.
“Bringing insights from Talkdesk directly into contact center agents’ workflows in Cheers will enable organizations to serve their patients better and improve agent efficiency. Ultimately, this helps health systems transition their contact centers from cost to value centers,” said Sam Seering, product manager for Cheers at Epic.
For the first time, agents can manage calls and access all relevant patient information without leaving the Epic environment or navigating to a separate application, which improves efficiency and patient care. Agent availability and status can now be managed across channels powered by Talkdesk or Epic, making it easier for contact center teams to manage omnichannel interactions across voice, text, chat, or patient portals. This innovation builds upon previous Talkdesk integrations with Epic, including workflows for scheduling, services, and payments via AI voice bot through Talkdesk Autopilot™ for Healthcare.
Agents play a critical role in healthcare contact centers. As more providers leverage AI to handle standard and high-volume calls and chats, human staff increasingly focus on the most complex topics and support patients when automated systems cannot fully resolve their needs. Delivering a full suite of contact center tools within Cheers gives agents a unified view of the patient’s current and previous interactions and all their relative electronic healthcare record (EHR) and CRM data in a single pane of glass. Combined with AI self-service and navigation workflows and real-time agent assistance already available as part of Talkdesk’s Epic integration, the result is a new evolution of how CX platforms can work together and within EHR and CRM software. Agents will be better equipped to drive health and business outcomes in every conversation.
“Healthcare organizations face unique and complex customer experience requirements and high patient expectations. Unification of the agent desktop not only improves workflows for agents but also helps them have more personalized and impactful conversations. Our partnership with Epic is a game-changer in enabling providers to deliver a more synchronized, efficient, and tailored patient experience,” said Patty Hayward, vice president and general manager of Healthcare and Life Sciences at Talkdesk.
Talkdesk Healthcare Experience Cloud is the industry’s first purpose-built contact center platform. It offers healthcare-specific capabilities, pre-trained AI, and out-of-the-box integrations with EHR to help healthcare providers deliver modern patient experiences.
About Talkdesk
Talkdesk® is on a mission to rid the world of bad customer experience. With our cloud-native, generative AI-powered CX platform, purpose-built industry solutions, and extensible AI offerings, we empower enterprises in the cloud and on-premises to deliver exceptional customer experiences that make them more competitive, grow revenue, reduce costs, and provide operational efficiencies. With specialized workflows and integrations delivered out of the box for our Industry Experience Clouds, Talkdesk accelerates value for our customers faster and more simply than legacy or one-size-fits-all solutions.
Partnering with enterprises globally, we deliver continuous innovation and breakthrough results. Our commitment to reliability and security, paired with our track record of delivering on promises, sets us apart in the industry. Elevate customer experiences, streamline operations, and increase revenue with Talkdesk. Companies that love their customers use Talkdesk.
Talkdesk is a registered trademark of Talkdesk, Inc. Epic and Cheers are registered trademarks of Epic Systems Corporation. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
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