In healthcare, every second matters. Long wait times and disjointed communication can quickly erode patient trust. For providers, fragmented systems often delay care, drain resources, and make it harder to meet key performance benchmarks tied to value-based care.
At the heart of many of these issues is communication. When a call center can’t access a patient’s chart, or a nurse has to repeat triage steps, even the best clinical care can fall short.
The solution isn’t just newer technology. It’s smarter connections, built on platforms that combine artificial intelligence, EHR integration, and reliable communication tools. Cisco Webex Calling and SpinSci are helping healthcare systems make that shift. And with the right partner, these tools can translate into real improvements for patients and staff.
AI-Powered Efficiency
A typical patient calling a hospital or healthcare call center often experiences frustration due to calls bouncing between multiple departments before reaching the right person. This delay impacts patient satisfaction and adds stress to staff. AI-driven intelligent routing solves this by automatically directing calls to the right department or agent based on the patient’s intent, history, urgency, and real-time agent availability.
For example, when a patient calls to reschedule an appointment, the AI understands the request through natural language processing and routes the call directly to a scheduler, skipping unnecessary transfers. For urgent symptoms like chest pain, AI prioritizes the call and immediately routes the patient to emergency triage. The system also remembers repeat callers and preferred agents for personalized routing, reducing wait times and repeated explanations.
This AI routing not only improves patient experience by ensuring faster connections to the right help but also optimizes healthcare resources, reduces agent workload, and increases call center efficiency. By handling many routine inquiries and triage through automation, staff can focus on complex patient needs, improving overall care quality
The solution created by combining Webex Contact Center with SpinSci’s AI, using SpinSci’s Epic integration Patient Assist, is a powerful healthcare engagement platform that streamlines patient interactions, enhances operational efficiency, and ensures compliance within clinical workflows.
This integrated solution enables healthcare providers to deliver personalized, real-time support to patients through multiple channels such as voice, web, and chat—all accessed seamlessly via Epic. SpinSci’s AI engine brings deep native integration with Epic, allowing live, real-time access to patient records and automating routine clinical and administrative tasks like scheduling, prescription refills, billing inquiries, and lab follow-ups with an intelligent virtual assistant.
Webex Contact Center adds advanced AI-driven routing, intelligent virtual agents, and seamless handoffs between AI and human agents, embedded directly into the Epic interface for a unified agent experience. This reduces call transfers and wait times, providing context-rich conversations and AI-generated summaries that empower agents to resolve patient inquiries faster and more empathetically.
Together, SpinSci and Webex create a secure, scalable, and compliant platform that supports workflow automation, personalized patient engagement with multilingual support, and comprehensive analytics for operational insights. This solution reduces operational costs by up to 75%, drives faster resolution of patient calls, and enhances overall patient satisfaction by creating a smooth, empathetic, and efficient digital healthcare experience.
The joint solution leverages SpinSci’s deep EHR-connected conversational AI and Webex’s intelligent multichannel contact center capabilities to empower healthcare organizations with efficient patient access, improved care coordination, and an elevated patient and agent experience directly within Epic.
Improved Patient Experiences
Patients expect more than just care. They want consistency. No one wants to repeat their symptoms to multiple departments or explain that they’ve already been discharged.
With integrated systems, staff see a complete view of the patient’s history as soon as a call connects. Whether it’s a care manager checking in post-discharge or an agent helping a patient book their annual screening, contextual communication increases trust and compliance.
This also leads to better adherence to care plans, fewer missed follow-ups, and stronger relationships between patients and care teams. In areas like population health, where outreach plays a key role, it also helps teams act early and more effectively.
Supporting Value-Based Care
Hospitals are increasingly evaluated not just on the care they deliver, but on the outcomes they help create. That’s why communication platforms must do more than connect calls; they must close care gaps.
Cisco and SpinSci support strategies to:
- Automate reminders and outreach
- Route patients to the right provider more efficiently
- Capture key care metrics directly into the EHR
These capabilities help hospitals stay aligned with the metrics that matter for value-based care, including readmission rates, follow-up adherence, and patient engagement. When communication becomes part of the care strategy, it’s easier to meet the benchmarks that affect funding and reputation.
Time to Replace Legacy Systems
Many hospitals still rely on legacy platforms like Genesys for call management. These systems weren’t designed with modern patient communication in mind.
Webex Calling and SpinSci offer a better fit for today’s needs, specifically for healthcare. They’re cloud-based, scalable, and designed to work with the EHR systems that providers already use. This means better data security, better interoperability, and significantly lower total cost of ownership. And most importantly, they empower your teams to do more with less.
EHR Integration: One Interface, One Patient, One Standard
Switching between systems and searching for patient IDs slows everyone down. With SpinSci’s integration into platforms like Epic and Cerner, staff can access the right patient information instantly, right from their call interface.
This cuts down on errors, speeds up resolution, and makes it easier for new staff to get up to speed. For hospital leaders, that translates into higher adoption rates and better return on technology investments.
The Lockstep Advantage
Technology is only part of the solution. Success comes down to implementation. That’s where Lockstep comes in.
Lockstep supports healthcare systems through every stage of implementation. From early planning through rollout and beyond, our focus is on helping teams get the most from their technology, without disrupting daily operations.
We understand both the technical and clinical sides of hospital environments. That’s why our deployments run smoothly, and our clients get maximum value quickly.
A Smarter Way Forward
Communication is no longer just a support function in healthcare. It’s a core part of how care is delivered, outcomes are improved, and operations stay efficient.
With the right technology and a thoughtful implementation strategy, every patient interaction can become an opportunity to improve care.
Cisco and SpinSci provide the tools. Lockstep makes them work.
Want to see how this looks in action? Explore our approach to patient-first call centers.
