The Challenge:
Every patient call started the same way: agents had to leave Five9, navigate Oracle Health (Cerner) manually, and locate the patient record mid-conversation. The delay was costing more than a few seconds. It was costing the quality of the interaction itself.

How quickly a patient feels understood is critical in healthcare interactions. For this institute, that speed broke down each time an agent had to step into a separate system just to confirm the patient’s identity.

The Solution:
NovelVox built Agent Accelerator natively inside the Five9 interface with a direct connection to Oracle Health (Cerner), surfacing patient identity, appointments, referrals, prescriptions, and observations automatically on call connect. Built entirely within Oracle Health’s read-only access model, with no write-back to the system of record.

Key Outcomes:

• Agents enter every call with patient context already on screen, no lookup required
• Patients no longer have to repeat themselves across calls
• New agents work from the same native workspace with no Oracle Health (Cerner) training required
• Manual lookups replaced by automatic data surfacing at call connect
• Zero impact on Oracle Health’s write path

Download the Full Case Study
See how a hard constraint and a strong patient experience turned out to be anything but mutually exclusive.