Technology

NiCE CXone Integration with Epic Brings Patient Engagement and Context into One Workspace

NiCE announced a new native integration between its CX AI platform, CXone, and Epic EHR. This integration brings records and communications together into a single AI-powered interface within Epic, empowering healthcare providers to deliver more connected, efficient, and personalized patient experiences.

Smarter, Seamless Engagement with Epic

Until now, many providers relied on third-party integrations that offered limited functionality. With NiCE’s direct connection, CXone is now officially listed on Epic Showroom under their ‘Toolbox’ integrations, offering healthcare organizations new opportunities to modernize engagement. The integration delivers:

  • Omnichannel Engagement – Patient interactions across voice, chat, SMS, WhatsApp, and social channels are all handled seamlessly.
  • AI-Powered Agent Support – With CXone Copilot and AutoSummary, agents receive contextual guidance, streamlined workflows, and automated summaries.
  • Compliance-Ready Workflows – Facilitates workflows to support HIPAA compliance with secure call recording and transcription

Together, these capabilities simplify agent workflows, reduce administrative burden, and create faster, more personalized patient experiences — benefits that translate into measurable improvements in both staff productivity and patient satisfaction.

“Our integration with Epic EHR puts AI-driven engagement tools directly into the system that providers use every day,” said Jeff Comstock, President of CX Product & Technology at NiCE. “This ensures agents can focus on meaningful patient conversations, ultimately improving both patient outcomes and staff experience.”

About NiCE

NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.

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