Cisco has announced a new integration between its Webex Contact Center and Epic Cheers at HIMSS 2025.
The integration will make various capabilities from the Webex Contact Center available natively inside the Epic environment.
These include its routing, queue management, and reporting solutions.
Yet, perhaps most crucially, the two tech vendors will equip contact center agents and care providers with a central space for managing patient interactions.
Via the unified interface, these users may access patient, provider, and caregiver information while managing conversations across multiple channels (voice, email, messaging, and chat) without switching tools.
Additionally, agents and supervisors on Epic may utilize the Webex AI Assistant.
The “AI Assistant” – Webex’s Copilot – provides many capabilities, such as automatic CSAT scoring, context-aware handoffs, and dropped call summaries.
Alongside that, the AI Assistant offers real-time transcription, burnout detection, and topic analytics tools to improve agent well-being and efficiency.
Announcing the news, Devinder Kathuria, Director of Product Management at Cisco, explained how 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.
To assist further with elevating patient engagement and care, Webex Connect – Cisco’s CPaaS offering – will become accessible through the Epic Connection Hub.
By leveraging Connect, Epic customers can integrate with new systems and design new patient experiences, which may include personalized outreach.
Additionally, mutual customers may access the Webex AI Agent to provide 24/7 self-service options for patients.
The AI Agent can automate various queries, offer preliminary health advice, and reschedule appointments. It also ensures smooth transitions to human agents when necessary.
In doing so, it utilizes Large Language Models (LLMs) for dynamic dialogue and context management. Yet, it also follows structured workflows, so contact centers can balance rules- and generative processes.
Summing up, Kathuria explained that Cisco’s collaboration with Epic “shows how integrating advanced communication tools” leads to better patient outcomes and creates “a fully connected healthcare experience.”
The integration – developed through the Epic Toolbox program – will soon be released in beta testing.
CCaaS and CRM Convergence: A Trend to Watch Out for
The Webex-Epic announcement is yet another example of contact center providers embedding their tools natively into CRM platforms to converge the customer service ecosystem.
Recently, Talkdesk embedded Contact Center tools into Epic Cheers.
The capabilities include call controls and conversation management tools from the Talkdesk Healthcare Experience Cloud.
Elsewhere, both Genesys and Five9 have embedded CCaaS capabilities into Salesforce Service Cloud and ServiceNow Customer Service Management (CSM), too.
These next-generation integrations aim to drive accelerated time to value, as one coordinated system will typically lower the burden of managing two distinct platforms.
Another benefit is simplified agent experiences, as agents aren’t constantly switching between platforms. This simplification also helps unify customer service data.
Finally, they centralize service data, which will help to drive AI innovation across the customer support space and enable a more complete view of the customer’s experience.
