PerfectServe, Inc.: PerfectServe Announces Partnership with Five9 to Reimagine Hospital Contact Centers

PerfectServe announced its partnership with Five9. This collaboration will empower healthcare organizations to reimagine their contact center operations, enhancing both patient experience and clinical workflow efficiency. The partnership integrates PerfectServe'sOperator 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. 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.