Tuesday, October 21, 2025
Five9, a global leader in the Intelligent CX Platform, has unveiled Five9 Fusion for Epic, a powerful integration with Epic, one of the world’s most widely adopted electronic health record (EHR) systems. This new solution embeds advanced contact center capabilities directly into Epic, enabling healthcare organizations to deliver faster, more connected, and highly personalized patient experiences all without adding complexity for agents.
As a recognized leader in Contact Center as a Service (CCaaS), Five9 has achieved a fully native, standards-based integration that is officially approved for Epic’s Toolbox. This milestone represents a significant leap forward in healthcare communications technology. Built in collaboration with leading healthcare providers and tested for reliability, security, and ease of use, the API-driven integration allows agents to engage with patients seamlessly from a single, unified screen.
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Advancing patient engagement is no longer optional—it’s critical to delivering better experiences and more effective care,” said Andy Dignan, President of Five9. “By integrating intelligent contact center capabilities directly into Epic, we’re helping health systems break down barriers to access, reduce administrative burden, and deliver seamless patient journeys. This milestone reflects our commitment to innovating in healthcare communications so providers can focus on what matters most: delivering exceptional care at scale.”
Five9 Fusion for Epic eliminates the inefficiencies of switching between multiple systems by uniting communication tools and patient records into one integrated experience. This streamlined approach helps agents respond faster, authenticate patients more easily, and guide them through a smoother care journey.
Key Features and Benefits Include:
Instant Patient Context on Every Call: When a call comes in, agents see an automatic screen pop with relevant patient details enabling faster, more personalized service without toggling between applications.
One-Click Outbound Calling from Epic: Agents can initiate calls directly from Epic modules like Cheers, Cadence, or Resolute. This improves speed-to-contact, reduces manual dialing errors, and streamlines outreach efforts.
HIPAA-Compliant Call Recording Controls: Agents can pause and resume call recordings during sensitive interactions such as payment processing ensuring patient privacy and compliance while simplifying workflows.
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By meeting Epic’s recommended practices for CCaaS products, Five9 opens new possibilities for healthcare providers seeking to elevate patient engagement, optimize contact center operations, and maximize their Epic investment.
This integration is not just a technical enhancement it’s a strategic step toward modernizing healthcare communication, removing barriers to access, and enabling organizations to deliver compassionate, efficient, and compliant patient care at scale.
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Source – businesswire
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