Cisco has announced the release of an upcoming beta integration between Webex Contact Center and Epic to expand Epic’s capabilities in communicating with patients.
Announced at At HIMSS 2025, this new integration will equip contact center agents and care providers with Webex’s multi-channel communication platform within Epic Systems.
Developed through the Epic Toolbox program, this integration aims to streamline communication workflows, empower contact center agents, and improve the overall patient experience.
Enhanced Abilities with Integration
Epic Systems, a healthcare software company, provides electronic health record (EHR) solutions aimed at streamlining healthcare operations.
It’s used by more than 600,000 physicians and millions of healthcare workers, accessing over 305 million patient records and covering 60% of the US population.
The new integration embeds Webex Contact Center’s features within the Epic Cheers/Hyperdrive interface.
Using a single user interface, native within Epic, agents will have all essential patient, provider, caregiver, and member medical information and the ability to effortlessly manage interactions at their fingertips, providing streamlined, hyper-personalized, and empathetic support to every interaction.
This allows healthcare providers to manage patient interactions across the entire care journey—from access and diagnosis to treatment and recovery—all from a single pane of glass, eliminating the need for agents to switch between applications.
In addition to this new overview and single interface capabilities, the integration brings agents other key features to now use:
- Call Hub screen pop: Provides agents with immediate patient information upon receiving a call, improving response times and personalization.
- Instant call transfers: Facilitates quick and efficient transfer of calls to the appropriate personnel.
- Ready-to-use templates: Ensures consistent and quick responses to common inquiries.
- Interaction histories: Provides agents with a comprehensive view of past interactions for context-aware service.
In addition, Epic integration also brings the full power of Webex Contact Center’s AI capabilities to agents within their Epic interface.
Key AI-powered features include:
- Intelligent Routing and Queue Management: Patient-centric routing strategies leverage historical experiences to match patients with the best available agent based on skill set, availability, and patient needs.
- Seamless Omnichannel Interaction Handling: Supports voice, email, messaging, and chat channels all within a single task pane.
- Comprehensive Reporting and Dashboards: Provides access to historical and real-time data to analyze, understand, and manage patient/provider/caregiver/member interactions and agent activity.
- AI Agent Transfer Context Summaries: Facilitates seamless handoffs from AI agents and IVR transfers to human agents, ensuring customers do not need to repeat themselves.
- Dropped Call Summaries: Captures and documents interaction details to seamlessly resume a conversation with all the previous context after a disconnection.
- Automatic CSAT Scoring: Leverages operational data and transcripts to evaluate 100% of voice interactions, overcoming the challenge of low customer survey response rates.
- Agent Wellbeing: Automatically identifies signs of burnout in real time, providing insights that enable proactive actions such as automatic breaks, schedule changes, and capacity management across channels.
- Topic Analytics: Uses historical data to quickly identify the reasons for incoming calls and analyze them to enable proactive action such as training, FAQs, or process updates.
- Real-time Transcripts for Agents: Provides agents with a live, continuously updated transcript of conversations directly within the Agent Desktop.
With AI-driven automation now taking on the handling of these routine tasks and providing real-time assistance, healthcare providers are able to use their agents to proactively focus on delivering high-quality human support.
Webex Connect Advantage
This partnership also opens the opportunitie for healthcare providers to leverage Webex Connect, which is accessible through the Epic Connection Hub.
Driven by EHR data and real-time events, Webex Connect enables healthcare providers to automate proactive communications for use cases such as patient onboarding, annual open enrollment, interaction surveys, appointment reminders, chronic care notifications, billing notifications, and post-discharge support across multiple channels.
Its Webex AI Agent also enables patients to respond to proactive communications and access 24/7 on-demand healthcare.
Patients can self-serve to access information and services too, eliminating an agent having to reschedule an appointment, check their symptoms, receive preliminary health advice, manage prescriptions, or handle billing and payments.
Yet, the Webex AI Agent enables context-aware transition to a human agent when necessary, maintaining conversation history to provide seamless communication.
Webex in the Healthcare Sector
Whether due to its capabilities, or focus on security, Webex’s contact centre has been used in a number of health sector services.
Webex helped life science commercialisation partner Mercalis migrate their on-prem contact center solutions to its system.
Equally, its services has been seen in the more immediate area of health, by helping a NHS trust reduce the burden for the agents and improve outcomes for its mental health services hotline.
