Acqueon today announced its partnership with Five9, an industry-leading provider of cloud contact center solutions. Acqueon’s Epic EHR Connector is now available on the Five9 CX Marketplace, making it easy for businesses to integrate Epic EHR with the Five9 Intelligent Cloud Contact Center.
Acqueon’s EPIC EHR integration is a high-value addition to our CX Marketplace and provides Five9’s healthcare customers with more choice in creating seamless and powerful patient engagement capabilities.
– Walt Rossi, Vice President of Business Development, Five9
The Five9 platform facilitates billions of call minutes annually, and provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences, engage and empower contact center agents, and deliver tangible business results. Beyond rich improvements to the patient experience, Acqueon’s Epic EHR Connector integration drives impressive business outcomes. A 360-degree view of the patient record, streamlined appointment-setting, and native integration of patient identification/scheduling in the Five9 platform increases contact center agent productivity by 15-18% and agent utilization to an industry-leading 55 minutes/hour; easy to use workflows significantly reduce average call-handle times as well.
Agents using the Acqueon + Five9 integration have a single-screen dashboard with holistic patient and patient journey information plus advanced features such as programmable screen pops for inbound and outbound calls, call transfer and conference.
With patient details on an agent’s screen before the call is answered, agents can more easily and holistically address the patient’s needs, which increases First Contact Resolution rates and decreases dreaded “agent idle time” by nearly 25%.
Acqueon’s Conversational Intelligence platform enables proactive revenue generation and service for customer-centric companies by orchestrating omni-channel campaigns across voice, messaging & email channels. The platform, Acqueon Engagement Cloud, offers an advanced Campaign Manager powered by deep Conversational Intelligence capabilities and a rich Customer Engagement Data Platform. Using statistical and predictive models, as well as intelligent workflows, Acqueon helps enterprises maximize the potential of every customer conversation. Acqueon is trusted by 200+ customers and 110,000 agents, across industries, to increase sales, drive proactive service, improve collections, and establish customer loyalty. For more information, go to https://www.acqueon.com or follow us at https://www.linkedin.com/company/acqueon