Johns Hopkins Health System Chooses Talkdesk to Enhance Contact Center

Talkdesk, Inc. announced that Johns Hopkins Health System has chosen the Talkdesk Healthcare Experience Cloud™ to modernize its contact center operations. This move is part of a larger digital transformation initiative aimed at improving patient engagement and streamlining communication across multiple channels.

By adopting the Talkdesk Customer Experience Automation™ (CXA) platform, Johns Hopkins Health System will enhance service delivery, simplify patient interactions, and create a more seamless healthcare experience. The solution is designed to support multi-channel communications, ensuring patients can connect with providers through the channel of their choice, whether voice, chat, or other digital touchpoints.

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Tiago Paiva, chief executive officer and founder of Talkdesk, emphasized the platform’s unique focus on the healthcare sector. “Talkdesk Healthcare Experience Cloud is purpose-built for healthcare and designed to help organizations improve operational efficiency and service quality,” he said.

With this implementation, Johns Hopkins Health System will benefit from advanced capabilities such as AI-powered self-service, intelligent call routing, and omnichannel engagement tools. These features will enable the health system to resolve patient inquiries faster while reducing administrative burdens on staff.

A key aspect of the deployment is its integration with Epic, the electronic health record (EHR) system used by Johns Hopkins. The Talkdesk solution will embed essential agent tools directly within Epic, giving contact center agents quick and secure access to patient records and critical information during live interactions. This integration will help healthcare providers personalize conversations, reduce handling times, and improve the overall quality of patient care.

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Moreover, Talkdesk actively participates in Epic’s Workshop co-development program, which allows for tighter alignment between contact center workflows and EHR functionality. This ensures that both platforms work together seamlessly, creating a more unified and efficient healthcare environment.

The adoption of Talkdesk Healthcare Experience Cloud also highlights a growing trend in the healthcare industry: leveraging AI and automation to enhance patient services. With rising demand for convenient, digital-first healthcare, organizations like Johns Hopkins are investing in platforms that improve accessibility, reduce wait times, and maintain high levels of security and compliance.

By implementing this solution, Johns Hopkins Health System positions itself at the forefront of healthcare innovation, delivering patient experiences that are more efficient, personalized, and responsive. At the same time, Talkdesk continues to strengthen its reputation as a leader in healthcare contact center transformation, providing scalable solutions designed to meet the evolving needs of modern health systems.

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