Five9 launches Epic EHR to transform healthcare contact centers
CALIFORNIA, UNITED STATES — Five9 has unveiled Five9 Fusion for Epic, an integration that embeds intelligent contact center capabilities directly into Epic’s electronic health record (EHR) system.
The solution, now approved for Epic’s Toolbox, enables healthcare providers to deliver faster, more personalized patient experiences while streamlining agent workflows.
Seamless EHR and contact center integration
As an API-driven solution, this contextualizes patients’ inbound calls and allows one-click outbound dialing of Epic modules such as Cheers and Cadence, minimizing wait times and inaccuracies in patient communication.
The integration of these tools can help healthcare organizations to shorten response times, cut administrative overheads, and achieve a more logical and holistic image of the patient pathway.
The integration also supports other priority compliance requirements, such as Health Insurance Portability and Accountability Act (HIPAA)-compliant call recording controls with built-in call recording pause capabilities, so agents can pause call recording voluntarily when sensitive information is discussed.
Five9 has created the technology in partnership with other key providers in healthcare, and this integrates well into the strict requirements of Epic as it provides a safe and simple method of increasing patient engagement, which does not interfere with actions already in place.
Five9 drives shift to unified healthcare communications
Patient expectations are increasing to gain an end-to-end digital experience, and Five9 Fusion for Epic is a strategic play in filling the gaps that existed between EHR and contact center operations.
Attributing the complexity and improvement of patient engagement as a necessity in achieving productive care, Andy Dignan, the President of Five9, recalled that this particular integration is a reaction to the increases in industry-wide efficiency and personalization needs.
“Advancing patient engagement is no longer optional – it’s essential for delivering better experiences and more effective care,” Dignan said.
“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.”
Not only can the solution enhance the speed of patient outreach, but it can also decrease manual workloads, thereby alleviating control duties so providers can focus on care.
This integration also creates new opportunities that can guide healthcare organizations to the modernization of their contact centers.
Five9 continues to push for reliability and scalability in its operations through this move, recently ranking #21 in the OA500 2025, an objective index of the world’s top 500 outsourcing companies.
