Announcing the new Epic integration for Webex Contact Center, empowering a seamless patient experience.

At Healthcare Information and Management Systems Society (HIMSS) 2025, we’re excited to announce the upcoming beta of Webex Contact Center’s integration with Epic’s industry-leading electronic health record (EHR) software.

Developed through the Epic Toolbox program, this new cutting-edge integration equips contact center agents and care providers with Webex’s multi-channel communication platform within Epic Systems (Cheers/Hyperdrive). 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 collaboration with Epic is part of the Webex Customer Experience portfolio’s strategy to seamlessly bring together proactive journeys, AI Agents, and human agents to transform patient experiences. By bridging intelligent automation and human expertise, we are dedicated to enabling a connected healthcare journey, setting new standards for efficiency, engagement, and quality of care for the healthcare industry.

A deeper look at the Epic integration for Webex Contact Center

Epic Systems is a leading healthcare software company that provides electronic health record (EHR) solutions that streamline healthcare operations. It’s relied upon by more than 600,000 physicians and millions of healthcare workers, accessing over 305 million patient records—covering 60% of the U.S. population.

The new Epic integration for Webex Contact Center empowers agents with a seamless, feature-rich communication platform integrated directly into the Epic Cheers/Hyperdrive user interface.

Healthcare providers can streamline interactions across the entire care journey—from access and diagnosis to treatment and recovery. Agents can efficiently manage conversations across the preferred channel directly within Epic, eliminating the need to switch between windows or tools, making it easier to engage with every patient.

Agents can seamlessly leverage all the advanced features of Webex Contact Center, including Call Hub screen pop, instant call transfers, ready-to-use templates for quick and consistent responses, and interaction histories for context-aware service—all within a single, intuitive interface.

The integration also brings the full power of the AI-driven Webex Contact Center to agents within their Epic interface. Some highlight features include:

• Routing and queue management: Patient-centric routing strategies leverage historical experiences to match with the best available agent. Agent availability and skill sets are accurately matched with patient priority, value, and needs.
• Seamless omnichannel interaction handling: Support for voice, email, messaging and chat channels all within a single task pane.
• Reporting and dashboards: Access to historical and real-time data make it easy to analyze, understand and manage patient/provider/caregiver/member interactions and agent activity.

Agents and supervisors can also leverage the Webex Contact Center AI Assistant to operate a smarter, more efficient contact center. Please note that some features will be available at a later date as we continue to enhance the Webex Contact Center integration with Epic.

• AI Agent Transfer Context Summaries: Facilitate seamless handoffs from AI agents and IVR transfers to human agents, ensuring patients do not need to repeat themselves.
• Dropped Call Summaries: Ensure continuity after a point of disconnection by capturing and documenting interaction details to seamlessly resume a conversation with all the previous context.
• Automatic CSAT Scoring: This solution leverages operational data and transcripts to evaluate 100% of voice interactions, effectively overcoming the challenge of low patient survey response rates. This capability will be extended to also delve deeper to help train and coach agents.
• Agent Wellbeing: 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: This analytics feature uses historical data to help users 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: Provide agents with a live, continuously updated transcript of conversations directly within the Agent Desktop. This ensures that every spoken word is accurately captured in real time, reducing the risk of missed details and misunderstandings. Agents can follow along effortlessly without the need for manual notetaking, allowing them to stay fully engaged in the conversation.

By leveraging the latest AI advancements to help agents work smarter, Webex Contact Center empowers agents to resolve issues more efficiently, enhance productivity, and minimize burnout. With AI-driven automation handling routine tasks and providing real-time assistance, agents proactively focus on delivering high-quality human support.

Elevate engagement and self-service with Webex Connect and Webex AI Agent

To assist further with elevating patient engagement and care, healthcare providers can 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 proven out-of-the-box 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. These carefully orchestrated interactions ensure patients stay engaged, adhere to their care plans, keep their appointments, and feel supported throughout the entirety of their healthcare journey. What’s more, these interactions are delivered utilizing patient preferred rich, branded messaging which instills trust and instant brand recognition with every patient communication.

Carefully orchestrated proactive communications serve as the perfect entry point for patient self-service.

Webex AI Agent enables patients to respond to proactive communications and reach out to access 24/7 on-demand healthcare. Hospitals, clinics, and healthcare providers can enable an intelligent digital front door, allowing patients to self-serve to access information and services effortlessly. AI Agents operate in asynchronous mode, utilizing agentic AI and Large Language Models (LLMs) for dynamic dialogue and context management, or in scripted mode, leveraging Natural Language Understanding (NLU) to recognize intent and follow structured workflows.

Whether patients need to reschedule an appointment, check symptoms, receive preliminary health advice, manage prescriptions, or handle billing and payments, Webex AI Agent provides instant, scalable on-demand support across the patient-preferred channels. For more complex inquiries or when a patient prefers human assistance, the Webex AI Agent ensures a seamless, context-aware transition to a human agent, maintaining conversation history to provide seamless communication between the patient and Webex AI agent to the human agent without repetition.

Talk to us about a seamless patient experience strategy at HIMSS 2025

Cisco’s collaboration with Epic Systems shows how integrating advanced communication tools within EHR platforms leads to better patient outcomes and creates a fully connected healthcare experience. The Webex Customer Experience portfolio showcases our cohesive approach to fostering trust, loyalty and efficiency in healthcare.

To explore how we help you turn your patient experience goals into reality, visit us at our Patient Experience Kiosk (booth 1227) at HIMSS 2025 in Las Vegas, Nevada.