Epic CTI Connector for Healthcare Contact Centers
Regulated Telephony Integration for Live Patient Interactions
NovelVox delivers governed telephony integration between CCaaS platforms and EPIC, enabling real-time, policy-controlled actions during patient interactions.
Technology Partners
Built for High-Volume, Regulated Healthcare Call Operations
EPIC CTI in Action
Reduce AHT while controlling schedule updates
Identify callers instantly and surface appointment details at call arrival. Agents complete scheduling or rescheduling faster, while role-based access ensures only approved actions are performed on patient schedules.
Improve FCR with audit-ready interactions
Automatically present billing and insurance context during the call, reducing back-and-forth and repeat calls. All interactions are logged with controlled data visibility to support audit and compliance requirements.
Lower after-call work with full traceability
Log interactions and update patient records in real time, reducing manual follow-ups. Every update remains traceable across care teams and systems, supporting continuity of care and operational accountability.
Minimize agent effort and unnecessary transfers
Deliver complete patient context and guided workflows upfront, enabling agents to resolve issues faster. Sensitive information is accessed and shared only within approved boundaries, maintaining control while improving the patient experience.
EPIC CTI Integration Benefits
Reduce AHT by eliminating screen switching
Agents handle calls directly inside EPIC, with embedded call controls and real-time screen pops showing patient, appointment, case, or ticket details. With all relevant context available instantly, agents focus on resolving the interaction instead of navigating multiple systems—cutting handle time and reducing errors.
Lower agent effort and after-call work
Automated call logging, dispositions, and notes remove the need for manual updates. Click-to-dial, one-click transfers, and integrated call controls streamline call handling—allowing agents to resolve more calls per shift while improving First Call Resolution.
Improve FCR and reduce repeat calls
Custom screen-pop flows surface the right information based on interaction type—patient, appointment, billing, or support. When calls are transferred, full context moves with the interaction, eliminating repetitive questions and minimizing unnecessary handoffs.
Align CTI with real-world healthcare processes
Trigger actions inside EPIC based on call events or outcomes. CTI workflows can be customized to support scheduling, billing, and care coordination processes—without disrupting existing systems or forcing agents to adapt to rigid CTI behavior.
Support growth without operational complexity
Flexible deployment options—on-prem, serverless, or hybrid—enable healthcare organizations to scale across locations. Multi-region support, custom phone number formats, and multiple sign-in options (including SSO) ensure consistent operations across distributed teams.
Enable speed without compromising control
Patient information is surfaced contextually through governed integrations, ensuring agents see only what’s required to handle each interaction. Built with HIPAA-aligned access controls, auditability, and secure data handling, the CTI embeds security directly into workflows—supporting healthcare data protection requirements without slowing agents down.
Supervisor & Ops Visibility
