Talkdesk Connects Advanced Dialer with Epic Integration

Talkdesk announced the integration of its Advanced Dialer with Epic through the Epic Workshop program.

The integration connects Epic workqueues and Cheers outreach campaigns directly to the Talkdesk AI-powered contact centre platform, streamlining patient communication and follow-up.

“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”.

Traditionally, patient follow-up involves manual steps such as transferring data between systems, repetitive dialing, and delayed updates in EHR or CRM systems. These inefficiencies can slow patient engagement and make it difficult to track outreach outcomes.

The new integration automates these processes. Epic identifies patients needing outreach and initiates contact via MyChart messages, text, or email.

If a patient does not respond, Talkdesk can automatically place an outbound call. The system routes patients to the appropriate AI or human agent, escalates cases as needed, and records call outcomes and context back into Epic for a complete communication record.

Incoming call workflows are also enhanced to launch the correct patient record and workflow, triggering the relevant Cheers process such as appointment scheduling or cost estimates.

This integration supports Talkdesk Customer Experience Automation (CXA), which coordinates AI agents to manage pre- and post-discharge follow-up, specialty appointment scheduling, and other patient journeys.

By unifying inbound and outbound interactions across AI and human teams, the system aims to optimize staff time, reduce costs, and maintain patient engagement.

Patty Hayward, vice president and general manager of Healthcare and Life Sciences at Talkdesk, said, “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.”

According to Epic, the integration allows healthcare organizations to serve patients more efficiently and deliver more connected experiences.

The Talkdesk Advanced Dialer integration with Epic highlights ongoing co-development and interoperability efforts through the Epic Workshop program and will be showcased at Epic UGM 2025 in Verona, Wisconsin.

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Author: Hannah Swankie
Reviewed by: Rachael Trickey