Talkdesk, a global leader in AI-powered contact center solutions, announced the integration of Talkdesk Advanced Dialer with Epic through the Epic Workshop program. The integration connects Epic workqueues and Cheers outreach campaigns directly to the Talkdesk AI-driven contact center platform, enabling healthcare organizations to close communication gaps and deliver more proactive, automated patient outreach.
Traditionally, patient follow-up has relied on manual workflows, including moving data between systems, repetitive dialing, and long wait times. These inefficiencies consume valuable staff resources, delay patient engagement, and make it difficult to track the effectiveness of outreach initiatives due to missing call outcomes in EHR and CRM systems.
The new Talkdesk–Epic integration eliminates these challenges through automation. Epic identifies patients who require scheduling and initiates contact via Epic or Talkdesk digital channels, such as MyChart® messages, text messages, or emails. If a patient does not respond, Talkdesk Advanced Dialer can automatically initiate an outbound phone call directly from Epic workqueues. Calls are intelligently routed to the most appropriate AI agent or human staff member, who can immediately address patient needs. When escalations occur, Talkdesk automatically passes conversation history and context to staff, ensuring a seamless experience. All call outcomes are automatically recorded back into Epic, creating a unified and synchronized communication record.
In addition, Talkdesk is enhancing incoming call workflows, enabling agents to instantly access not only the correct patient or member record, but also the appropriate workflow. The system can trigger the right Cheers workflow, such as scheduling an appointment or generating a cost estimate.
Also Read: Navatar Unveils Embedded AI CRM for Investment Banking
This integration is part of Talkdesk’s broader strategy to advance healthcare workflows through Talkdesk Customer Experience Automation (CXA). By orchestrating multiple AI agents that collaborate to resolve issues and automate entire patient journeys, CXA helps healthcare providers streamline use cases such as pre- and post-discharge follow-ups, specialty appointment scheduling, and more. This unified approach to inbound and outbound interactions across channels reduces administrative burden, lowers costs, and improves both patient engagement and satisfaction.
“Integrating Talkdesk directly into outbound workflows in Cheers will enable organizations to serve their patients more efficiently and improve engagement,” said Sam Seering, product manager for Cheers at Epic. “This advancement helps health systems deliver more proactive and connected patient journeys.”
“Setting up and managing outbound calls to patients has traditionally been a fragmented and time-consuming process for healthcare organizations,” said Patty Hayward, vice president and general manager of Healthcare and Life Sciences at Talkdesk. “Our partnership with Epic is a game-changer. Integrating Talkdesk Advanced Dialer directly with Epic enables providers to automate proactive patient outreach, eliminate manual steps that divert time from patient care, and gain complete visibility into call results to improve patient outcomes. The result is faster, more efficient connections between patients and providers.”