NiCE has launched a native integration between its CXone customer experience platform and Epic's electronic health record system, bringing communications and patient records into a single interface within Epic.
The move addresses a long-standing issue in healthcare contact centres, where staff often switch between separate tools to manage calls, messages and patient information. The direct integration is intended to surface those interactions inside the system healthcare providers already use for clinical and administrative work.
Epic is one of the most widely used electronic health record platforms in healthcare, and CXone is now listed in Epic's Showroom under Toolbox integrations. That gives hospitals and health systems another way to add contact centre tools within their existing Epic environment.
Single workspace
The integration combines records and communications in a single workspace, allowing patient interactions across voice, chat, SMS, WhatsApp and social channels to be managed within Epic rather than through a separate desktop.
Healthcare providers have increasingly sought to bring front-office patient communications closer to back-office records as contact volumes rise and patients use more digital channels. In many organisations, call centre agents and administrative staff still rely on disconnected systems, making it harder to track conversations and resolve issues quickly.
NiCE said its direct connection replaces more limited third-party integrations some providers have used until now. By making the integration native, it aims to strengthen the link between patient outreach, service conversations and the data held in electronic health records.
NiCE also highlighted built-in support tools tied to CXone, including CXone Copilot and AutoSummary. According to the company, these provide contextual guidance, workflow support and automated summaries for agents handling patient contacts.
Healthcare focus
Healthcare has become a key market for software providers offering customer service and automation tools, as hospitals face pressure to reduce administrative workload while improving access and responsiveness. Contact centres are increasingly involved in appointment scheduling, billing queries, follow-up communications and general patient support, making integration with health records more important.
The Epic link also supports workflows intended to help organisations meet HIPAA requirements, including secure call recording and transcription. For healthcare providers, handling patient communications must balance accessibility with data protection and audit needs.
NiCE positioned the product around both operational and patient-facing gains, arguing that a unified workspace can simplify agent workflows, reduce administrative burden and shorten interaction times.
That approach reflects a broader trend in healthcare technology, as suppliers try to embed AI tools in everyday staff workflows rather than asking users to switch between specialist applications. Providers are more likely to adopt software that works inside systems already central to their operations.
NiCE, which is listed on Nasdaq, has expanded its focus on AI-based software for customer interactions across multiple industries. In healthcare, the challenge is often more complex than in retail or financial services because patient interactions may involve sensitive medical information, strict privacy rules, and coordination across clinical and non-clinical teams.
Direct integrations with major record systems can also influence buying decisions, since health organisations tend to avoid technology projects that require extensive custom development. A native connection inside Epic may therefore reduce some of the implementation friction that can delay adoption of newer contact centre tools.
Jeff Comstock, President of CX Product & Technology at NiCE, said the launch brings "AI-driven engagement tools directly into the system that providers use every day." He added: "This ensures agents can focus on meaningful patient conversations, ultimately improving both patient outcomes and staff experience."
The announcement adds to growing competition among software vendors seeking to position themselves at the intersection of healthcare administration, communications and AI, with Epic's large installed base making it a particularly important platform for integration partners.