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Empowered Agents, Faster Calls: Cleveland Clinic Reduces 20 Second AHT with Epic Cisco Integration

Managing 70,000+ calls daily isn't easy. But what if you could save hundreds of hours a day without adding a single agent?

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Cleveland Clinic did just that.

In one of its busiest Ohio branches, 700 contact center agents were juggling high call volumes and switching between Cisco Finesse and Epic. That meant slower service, higher stress, and a whole lot of wasted time.

Enter NovelVox’s Epic CTI Connector.

By integrating Epic EHR with Cisco Finesse, Cleveland Clinic eliminated the screen toggling and manual workflows that were dragging agents down. Suddenly, everything an agent needed was right there, on a single screen. And just like that, they started saving 20 seconds per call.

Multiply that by 70,000 calls a day? Thatโ€™s 275 hours back. Every single day.

What Changed?

  • Click-to-Dial: No more manual number entry
  • ScreenPop of Patient Info: Right before the call connects
  • Automatic Logging & Disposition: No follow-up typing marathons
  • Unified Interface: Epic + Cisco = One smooth experience
  • Supervisor Controls: Whisper, monitor, barge-in (when needed)

What It Meant

Agents handled more calls with less fatigue

Average Handle Time dropped noticeably

Operational costs came down

Patient experience improved

Resources

Everything You Need to Know About CTI (Computer Telephony Integration)

Automate Customer Identification & Authentication to Reduce Average Handling Time and Improve Customer Satisfaction

Patient Experience in Future

6 Proven Ways to Amplify Your Credit Union Performance

Cleveland Clinic Improves Healthcare Experience for Agents and Patients

The Ultimate Guide to Chatbot

What is the Customer Satisfaction Score (CSAT)?

Epic Integration Services with Contact Centers

Transforming Credit Union Contact Center into a Member Experience Center
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  • We enable brands to create superior agent and customer experience by offering next-gen contact center integrations with 100+ third-party applications.
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  • 350+ Deployments in 20+ Countries

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