EPIC CTI CONNECTOR
Embed Your Contact Center Inside Epic. Completely. Reliably.
Enable real-time screen pop, click-to-call, and patient context directly inside Epic with a secure, enterprise-grade Epic CTI Connector built for high-volume healthcare contact centers.
Technology Partners
Beyond CTI: Execute Cross-System Workflows Directly Within Epic
EPIC CTI in Action
Reduce AHT while controlling schedule updates
Identify callers instantly and surface appointment details at call arrival through real-time Epic call center integration. Agents complete scheduling or rescheduling faster while role-based permissions ensure only approved actions are performed on patient schedules.
Improve FCR with audit-ready interactions
Automatically present billing and insurance context during the call through integrated Epic EHR integration workflows. Reduce repeat calls, minimize back-and-forth, and maintain controlled visibility of sensitive information for audit and compliance requirements.
Lower after-call work with full traceability
Log interactions and update patient records in real time using governed Epic CTI integration workflows. Reduce manual follow-ups while ensuring every update remains traceable across systems and care teams.
Minimize agent effort and unnecessary transfers
Deliver complete patient context and guided workflows directly inside Epic through embedded Epic telephony integration. Agents resolve issues faster while maintaining secure and policy-aligned access to sensitive patient information.
EPIC CTI Integration Benefits
Reduce AHT by eliminating screen switching
Agents handle calls directly inside Epic using embedded controls and real-time screen pops that surface patient, appointment, billing, or case details instantly. This unified Epic contact center integration experience helps agents resolve interactions faster while reducing operational friction and errors.
Lower agent effort and after-call work
Automated call logging, dispositions, and note capture reduce repetitive manual tasks. Click-to-dial, one-click transfers, and embedded telephony workflows streamline operations and improve First Call Resolution across healthcare contact centers.
Improve FCR and reduce repeat calls
Custom workflows surface relevant information dynamically based on interaction type — patient support, scheduling, billing, or care coordination. When interactions transfer between teams, context moves with the call, reducing repetition and unnecessary escalations.
Align CTI with real-world healthcare processes
NovelVox enables healthcare organizations to trigger actions inside Epic based on telephony events and workflow outcomes. These customizable Epic EHR integration workflows support operational processes without forcing teams into rigid CTI behavior.
Support growth without operational complexity
Flexible deployment models — including on-premise, hybrid, and serverless environments — allow organizations to scale operations securely across multiple locations and healthcare teams.
Enable speed without compromising control
NovelVox is designed for regulated healthcare environments with governed access controls, contextual patient data visibility, audit logging, and secure workflow execution embedded directly into the Epic EMR integration layer.
Supervisor & Ops Visibility
