New integration delivers faster hyper-personalized modern patient experiences without adding complexity for agents

Five9 (Nasdaq: FIVN), provider of the Intelligent CX Platform, today announced the launch of Five9 Fusion for Epic, an integration with Epic, one of the world’s most widely used electronic health record (EHR) systems. This integration embeds advanced contact center capabilities directly into Epic, helping healthcare organizations deliver faster, more connected, and personalized patient experiences without adding complexity for agents.

Five9, a leading Contact Center as a Service (CCaaS) vendor, has achieved a fully native, standards-based integration approved for Epic’s Toolbox, marking a major step forward in healthcare communications technology. Developed in collaboration with leading healthcare providers and rigorously tested for reliability, security, and ease of use, the API-driven integration empowers agents to engage with patients seamlessly from a single screen.

“Advancing patient engagement is no longer optional – it’s essential for delivering better experiences and more effective care,” said Andy Dignan, President, Five9. “By integrating intelligent contact center capabilities directly into Epic, Five9 is helping health systems break down long-standing barriers to access, reduce administrative burden, and create a seamless patient journey. This milestone reflects our commitment to driving innovation in healthcare communications, enabling providers to focus on what matters most: delivering exceptional care experiences at scale.”

Five9 Fusion for Epic streamlines workflows by uniting communication tools and Epic’s electronic health record in a single, integrated experience. Instead of switching between multiple systems, agents can work within one environment – enabling faster patient service, simplified authentication, and a more seamless patient journey. Key features and benefits include:

Key features and benefits include:

• Instant Patient Context on Every Call: Inbound screen pops automatically display relevant patient information as soon as a call is received, allowing agents to deliver faster, more personalized service without switching between systems.
• One-Click Outbound Calling from Epic: Agents can initiate calls directly from Epic modules like Cheers, Cadence, or Resolute, improving speed-to-contact, reducing manual dialing errors, and streamlining patient outreach.
• Built-In HIPAA-Compliant Call Recording Controls: Pause and resume recording during sensitive interactions (e.g., payment processing) to protect patient privacy, maintain regulatory compliance, and simplify workflows – without the need for manual workarounds.

Five9 meets Epic’s recommended practices for Contact Center as a Service products and opens new possibilities for healthcare providers looking to elevate their contact center operations while maximizing their existing Epic investment.

Learn more information on Five9 Fusion for Epic solutions here.

About Five9

Five9 empowers organizations to create hyper-personalized and effortless AI-driven customer experiences that deliver better business outcomes. Powered by Five9 Genius AI and our people, the Five9 Intelligent CX Platform is trusted by 3,000+ customers and 1,400+ partners globally. The New CX starts here and it's at the heart of every winning experience. For more information, visit www.five9.com.

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