The integrated solution is expected to result in faster response times and improved call routing. Credit: Natali _ Mis / Shutterstock.

US-based clinical software company PerfectServe has partnered with intelligent CX platform provider Five9 to ‘reimagine’ contact centre operations for healthcare organisations.

The collaboration aims to enhance patient experiences and increase the efficiency of clinical workflows.

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PerfectServe CEO Guillaume Castel said: “Our partnership with Five9 represents a significant leap forward in modernising hospital contact centres.

“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.”

The partnership combines PerfectServe’s Cloud-based switchboard system, Operator Console, with Five9’s CX platform and intelligent virtual agent (IVA) technology.

Five9’s Cloud contact centre solution provides AI-driven self-service, omnichannel engagement and advanced analytics.

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Its IVA technology uses natural language processing to handle patient inquiries such as visiting hours and appointments, allowing human operators to focus on more complex tasks.

PerfectServe’s Operator Console provides a unified, single-pane interface for managing clinical directories, emergency codes and patient transfers.

The integrated solution is expected to result in faster response times, improved call routing and, ultimately, higher patient satisfaction.

The Operator Console also offers several features designed to enhance healthcare communication, including bidirectional messaging with read receipts, a unified clinical directory, and key integrations with electronic health records (EHRs), paging systems and other essential technologies.

Five9 independent software vendor partner manager Jess Shea said: “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.”

Based in Tennessee, PerfectServe currently provides clinical collaboration and scheduling solutions for more than 500 hospitals and 30,000 medical practices.