Clinical communication and collaboration platform PerfectServe has partnered with Five9 to transform hospital contact centres by combining advanced automation with healthcare-specific communication tools.
The partnership integrates PerfectServe’s Operator Console, a cloud-based alternative to traditional hospital switchboards, with Five9’s Intelligent Virtual Agent (IVA) technology. It brings intelligent automation to hospital contact centres, enabling a seamless transition between automated systems and human operators.
While routine inquiries are managed by Five9’s IVA using natural language processing, complex clinical communications are expertly handled through PerfectServe’s specialised tools.
“In today’s healthcare environment, efficient communication is critical to delivering timely, high-quality patient care. 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,” said PerfectServe CEO Guillaume Castel.
The collaboration enhances the speed and accuracy of responses, boosting patient satisfaction while reducing staff workloads. Five9’s IVA automates common inquiries, such as appointment scheduling and visiting hours, freeing up hospital staff to address more critical tasks. Meanwhile, PerfectServe’s Operator Console centralises clinical communication, offering tools for managing directories, emergency codes, and patient transfers.
With features like bidirectional messaging, a unified clinical directory, and seamless integration with electronic health records and paging systems, the combined solution modernises hospital contact centres to meet the demands of today’s healthcare environment.