Case Study: a leading not-for-profit healthcare institute improves patient experience with NovelVox Agent Accelerator

Leading Not-for-profit Healthcare Institute eliminates manual lookups with NovelVox and gives agents patient context at call connect

A leading not-for-profit healthcare institute faced a significant challenge where its agents had to manually switch between their Five9 contact center system and the Oracle Health (Cerner) EHR mid-call to look up patient records. This process caused delays that negatively impacted the quality of patient interactions, as patients were often forced to repeat themselves while agents navigated the separate system.

The vendor, NovelVox, implemented its Agent Accelerator solution natively within the Five9 interface. This provided a direct connection to Oracle Health (Cerner), automatically surfacing complete patient context, including identity, appointments, and prescriptions, the moment a call connected. As a result, agents no longer need to perform manual lookups, new agents require no specialized EHR training, and patients receive a faster, more understanding experience without having to repeat information.