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Release Notes | September 30, 2021 | Talkdesk Healthcare Experience Cloud

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On Thursday, September 30th, 2021, we will release Talkdesk Healthcare Experience Cloud™.

Talkdesk Healthcare Experience Cloud is an end-to-end solution to manage interactions across channels and support a better patient experience. These are healthcare-specific capabilities that deepen and extend Talkdesk’s contact center technology to meet the requirements of complex healthcare use cases.

It’s an industry first for CCaaS to have purpose-built applications and out-of-the-box integrations that are specific to healthcare. We’re delighted to be at the forefront of these efforts, and to be helping address a major area of focus for healthcare today: the patient journey.

What’s included

The release includes the following main capabilities:

  • Healthcare Agent Workspace: To elevate contact center agents to become proactive and personalized service partners. We are bringing patient identity, as well as medical information, directly from the EHR into Talkdesk Workspace, keeping that vital context in a single unified view for the agent. 
  • Automated Notifications: To proactively text patients based on rules triggered by events in the EHR, CRM, or other system of record. This supplements existing outbound capabilities with a synchronized experience that will get important information like appointment reminders and gaps in care follow-ups to the people who most need them.
  • Epic Integration: To gather medical information and appointment details from Epic Systems EHR and also have the ability to modify those appointments via actions taken in Talkdesk’s product ecosystem. This is the deepest CCaaS integration available in Epic’s App Orchard, and it’s a key part of delivering on the elevated patient experience at the heart of Talkdesk Healthcare Experience Cloud™.

 

How to Access or Install

Talkdesk Healthcare Experience Cloud™ is intended for any healthcare provider organization using Epic EHR, and it’s available in all editions.

If you wish to start using Talkdesk Healthcare Experience Cloud™, please reach out to your Customer Success Manager.

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