PerfectServe®, a leading provider of cloud-based clinical collaboration and provider scheduling solutions, announced its partnership with Five9, the intelligent CX platform provider. This collaboration will empower healthcare organizations to reimagine their contact center operations, enhancing both patient experience and clinical workflow efficiency.
The partnership integrates PerfectServe’s Operator Console, a modern cloud-based replacement for legacy on-premises hospital switchboard systems, with Five9’s CX platform and Intelligent Virtual Agent (IVA) technology. Five9’s comprehensive cloud contact center solution offers omnichannel engagement, AI-powered self-service, and advanced analytics, while its IVA leverages natural language processing to understand and respond to patient inquiries intelligently. This integration enables a seamless handoff between automated systems and human operators, automating routine inquiries while ensuring complex clinical communications are handled with appropriate precision and care by PerfectServe.
“In today’s healthcare environment, efficient communication is critical to delivering timely, high-quality patient care,” said PerfectServe CEO Guillaume Castel. “Our partnership with Five9 represents a significant leap forward in modernizing hospital contact centers. By combining our healthcare-specific Operator Console with Five9’s intelligent automation capabilities, we’re enabling healthcare systems to manage their communications more effectively, ultimately leading to better patient outcomes and improved operational efficiency.”
Jess Shea, Five9 ISV Partner Manager, added, “Five9 is committed to enhancing customer experiences across all industries, and healthcare is an area where the impact of improved communication and patient care can actually be life-changing. By partnering with PerfectServe, we’re bringing together best-in-class contact center technology with deep healthcare expertise to create a solution that effectively addresses the unique challenges faced by hospital systems.”
The integrated solution offers several key benefits:
- Automated Handling of Routine Inquiries: Five9’s IVA manages common general requests such as visiting hours and appointments, freeing up human operators to handle complex tasks using PerfectServe.
- Enhanced Clinical Communication: PerfectServe’s Operator Console provides a unified, single-pane interface to manage clinical directories, one-click emergency codes, and patient transfers.
- Improved Patient Experience: Faster response times and more efficient call routing can lead to higher patient satisfaction.
- Increased Operational Efficiency: The combination of automation and streamlined workflows reduces the burden on staff and improves resource allocation.
PerfectServe’s Operator Console also brings unique features to the partnership and to healthcare:
- Bidirectional communication with message delivery and read receipts
- A unified clinical directory including locations, clinicians, on-call providers, patients, and external partners
- Key integrations with the EHR, paging systems, and other critical technologies
This partnership between PerfectServe and Five9 marks a significant step forward in the modernization of healthcare contact centers, providing hospitals with a powerful tool to widen the digital front door and adapt to the evolving healthcare delivery landscape.
To learn more about Operator Console and PerfectServe’s mission to accelerate speed to care for all patients, visit PerfectServe.com.
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