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2 minute read
The Brief: Five9 announced the launch of Fusion for Epic, a fully native integration that embeds advanced contact center capabilities directly into Epic’s electronic health record (EHR) platform. This solution is designed to enhance patient engagement while reducing complexity for healthcare agents. Fusion for Epic allows agents to manage calls and access patient information within a single environment, improving efficiency and service quality. The integration follows Epic’s standards and includes features like inbound screen pops, one-click outbound calling, and HIPAA-compliant call recording controls. This approach simplifies workflows and strengthens security for healthcare providers.
Discover full details of the announcement about Five9 Fusion for Epic at investors.five9.com.
Source: Five9Five9 Launches Fusion for Epic to Bring Contact Center Features to EHR
Analyst Perspective: The launch of Fusion for Epic highlights an emphasis on integrating advanced communication tools directly within primary healthcare systems. Providers are prioritizing solutions that reduce workflow fragmentation and deliver measurable improvements in patient engagement.
Through adopting a standards-based integration, the solution addresses common implementation challenges that often delay healthcare IT initiatives. This level of compatibility enables organizations to achieve faster adoption while minimizing disruption to established processes.
The addition of security-focused features within a unified interface helps resolve a key challenge for compliance-driven industries like healthcare. These features allow organizations to advance digital initiatives without introducing new risks, supporting both regulatory requirements and the trust essential for patient care.
Fusion for Epic Enhances Patient Interaction
This integration provides healthcare agents with real-time access to patient details as calls arrive, eliminating the need to toggle between systems. Inbound screen pops instantly display relevant patient context, enabling more personalized and efficient interactions. For outbound communication, agents can initiate calls from within Epic modules like Cheers, Cadence, or Hyperdrive. This functionality helps improve outreach speed and minimizes dialing errors. Through consolidating tools within the Epic environment, healthcare teams can focus on patient engagement rather than navigating multiple applications. The result is a streamlined workflow that supports timely communication and stronger patient relationships while reducing administrative strain on contact center staff.
Compliance-Ready Communication Controls
Maintaining regulatory compliance in healthcare communications is critical. Fusion for Epic addresses this by introducing built-in controls for HIPAA-compliant call recording. Agents can pause and resume recordings during sensitive conversations, such as payment processing, without needing additional steps or external systems. This feature ensures privacy protections are maintained while simplifying agent tasks. The integrated approach reduces reliance on manual processes that can lead to errors and compliance risks. Through embedding these capabilities within the Epic environment, healthcare providers gain a consistent and secure communication framework that aligns with industry standards and protects both patient data and organizational integrity.
Optimizing Operational Efficiency in Healthcare Contact Centers
Beyond improving communication, Fusion for Epic supports overall operational efficiency. Agents now manage calls and access patient records from a single interface, removing workflow disruptions common in multi-system setups. This consolidation minimizes time spent on repetitive authentication steps and reduces the cognitive load on staff. For healthcare organizations, these improvements contribute to lower operational costs, faster resolution times, and improved service quality. The solution ensures compatibility and reliability by adhering to Epic’s recommended practices for Contact Center as a Service products. Healthcare providers benefit from leveraging their existing Epic investment while introducing advanced contact center functionality that aligns with long-term digital transformation strategies.
Conclusion: Five9 Is Advancing Integrated Care Solutions
The introduction of Five9 Fusion for Epic reflects a meaningful step toward building healthcare ecosystems where communication and clinical workflows operate in one environment. By embedding features like screen pops, one-click dialing, and HIPAA-compliant recording within Epic, Five9 helps reduce workflow friction while improving both efficiency and patient experience.
What stands out is how this integration aligns with long-term operational imperatives. Five9’s standards-based, API-driven implementation, approved for Epic’s Toolbox, is designed for healthcare workflows that demand reliability, consistency, and trust. The result is an experience that meets agents where they work, with instant patient context and call control that eliminates system toggling and extra authentication steps. That translates into measurable gains in patient satisfaction, agent productivity, and compliance posture.
This approach provides more than immediate efficiency. It offers a framework that allows providers to scale engagement strategies, strengthen compliance, and position communication as a core enabler of patient-centered care.
