NovelVox partners with Zoom to offer a True Integrated Contact Center Experience across all the Verticals
Unified agent experience for personalized CX
Drive productivity with integrated experience
Engage with customers across digital channels
Transform & scale CX with Conversational AI
Powerful Help Desk Software
Optimization performance with real time monitoring
MS Dynamics Integration
Streamline customer service capabilities and deliver personalized experiences to customers.
Boost critical contact center KPIs and take your contact center efficiency to the next level.
Seamlessly streamline contact center workflows and enhance agent productivity.
Elevate your customer service standards with the intuitive power of personalization.
Redefine workflows for a more productive and streamlined agent experience
Harness the power of personalization to deliver a cohesive customer expereince
Heighten customer satifaction by bringing agility and responsiveness into your customer support operations
Set new standards for customer service excellence by breaking down organizational silos
Forge a unified customer support ecosystem for customer service excellence
Transform customer support complexities into simplified and efficient support experience
Master the art of contextual support, offer personalized services and address queries promptly
Bridge the gap between service excellence and customer satisfaction with streamlined services
Bring efficiency into your services with context and precision in every interaction
Tailor your customer support services to meet customer preferences and elevate CX.
Empower agents to adapt swiftly to customer needs and deliver top-notch service
Optimize customer support processes and craft exceptional customer experiences.
NV Desk - The Most Powerful Help Desk Software Designed for Contact Center
Discover 10 Questions You Need to Ask Before Upgrading to An Omnichannel Platform
Webinar: The Modern Way of Efficiently Handling Tickets from your Contact Center
Unified Agent Desktop : All You Need to Know
Leveraging WhatsApp for Customer Service with Conversational AI
Implementing AI in Modern Contact Center
Healthcare organizations face a unique challenge when it comes to delivering seamless patient experience – i.e. ensuring the accuracy of the patients’ medical records exchanged during live interactions. A patient may contact a service provider to enquire about an appointment, billing concerns, insurance claim, or an urgent medical assistance. In any of the cases, the need for secure and accurate data records becomes paramount. Sharing an incorrect quote with a customer may have consequences, but sharing incorrect or outdated information that could risk someone’s life is an entirely different matter.
This clearly indicates how critical it is to both maintain and share data precisely in the healthcare industry.
This is where EMR/EHR software, such as Epic, comes into play.
Read on to learn about Epic’s comprehensive medical software modules and the role they play in ensuring the patient safety and high-quality care in healthcare contact centers. Also, learn how connecting your Epic software with a telephony system helps improve agent productivity and enhance service experience for patients and members.
Epic Systems is a leading provider of telemedicine software that specializes in developing Electronic Health Record (EHR) systems and other solutions for a wide range of healthcare organizations. With modules like Epic Hyperspace, Hyperdrive, and the healthcare CRM Cheers, Epic empowers healthcare and private organizations to efficiently store, manage, and track patient records, ultimately facilitating high-quality patient care.
Epic Hyperspace is the front-end application that the healthcare providers and administrative staff use while launching the Epic software. It supports on-prem deployments, which means the installation of the software happens within a local server connecting all the workstations of an organization together.
Epic Hyperdrive is nothing but a web-based version of Hyperspace with a modernized UI and flexible integration capabilities. Equipped with greater functionality and improved system security features, the application is intended to replace the desktop-based application Epic Hyperspace.
Epic Cheers is a healthcare CRM designed to enable healthcare consumerism and improve population health improvement for Epic users. The CRM platform allows healthcare providers to manage millions of patients’ records, automate service workflows for healthcare staff, track patient journey, create personalized outreach campaigns, etc – with one simple mission i.e. to improve patient experience with quality care and service.
Though Epic software equips healthcare staff with a comprehensive view of patient care by seamlessly fetching relevant patient data stored in various Epic modules, the capabilities fall short when it’s about integrating the software with third-party applications such as telephony systems.
When stepping a foot into the healthcare contact center industry, knowing your caller is as important as knowing their medical history. Imagine a patient reaching out to a healthcare agent for an urgent medical help and the agent wastes the initial crucial minutes in validating information stored in the various Epic modules. This time could be saved and better patient experience could be delivered if the telephony controls are provided right inside the Epic environment.
This is where the role of Epic CTI Connector comes into play.
Epic CTI Connector is a contact center software that connects business applications including CRMs, Ticketing, and EMR/EHR systems such as Epic with a phone system. The integration embeds a CTI gadget inside the Epic environment , equipping agents with quick call controls and key caller information, resulting in seamless call handling and improved patient experience.
Integrating an Epic system with a telephony system helps leverage the power of consolidated data and telephony controls for streamlined service operations and personalized patient care. Here’s how:
What if your agents do not have to manually dial a contact for follow up care? Won’t they be more productive when equipped with capabilities like speed dial, click-to-dial, and integrated dispositions – all within one interface inside the Epic environment? CTI Connector equips healthcare agents with many of such productivity features that ensure the focus remains on delivering prompt and effective service, and not on manual, repetitive tasks.
Personalization is a great way to win patients’ trust and loyalty, and CTI connector has the right capabilities to achieve the same without making things complex for your agents. It allows your agents to have a patient profile page screen popped on their screen as soon as a patient or member calls in. This saves them from repeating information and allows addressing patient concerns without any delay. Furthermore, features like contextual call transfers ensure patients do not have to repeat information when routed between the departments.
Toggling between the screens during live conversations not only increases the call handling times but also ruins the experience of both agents and patients. Epic CTI connector enables healthcare contact centers to eliminate such unnecessary screen toggles with an integrated CTI interface. Whether it’s about booking an appointment, verifying claims, logging calls, or tracking interaction history – the advanced computer telephony integration ensures actions are taken without switching screens or putting patients on hold.
While Epic EHR/EMR systems ensure the safety, security, and accuracy of your healthcare data in all scenarios, CTI connectors ensure that the data is well-integrated and readily available to agents during live patient interactions.
The Computer Telephony Integration helps improve agent efficiency, maximize member and patient satisfaction, and enhance the overall healthcare experience – without overcomplicating things for the agents.
Check out Epic CTI Connectors from NovelVox and learn about the exciting features and capabilities it brings to the table such as ready integration with Epic Hyperspace, Hyperdrive, and Cheers, productivity add-ons, powerful CTI controls, advanced integrations, and more.
Subscribe to our free newsletter and get blog updates in your inbox