Why Five9 in Epic’s Toolbox Program Sets a New Standard for Healthcare CX

Epic-approved. Healthcare-ready. And built for the real world of patient connection. 

In our last post, we explored how smarter, more connected technology is helping healthcare systems create better patient experiences. Five9 has long supported integrations with Epic—used by more than a dozen major health systems today—but until now, those connections happened through third-party pathways.  

Now, there’s a new chapter: Five9 is an approved vendor in Epic’s Toolbox program, part of Epic’s newly reimagined Showroom. While this isn’t our first Epic integration, Toolbox approval reflects a deeper, more direct alignment with Epic’s standards, and a clearer signal of trust for healthcare leaders. 

This isn’t just another tech announcement. It’s a message that contact center solutions should work with clinical workflows, not around them. And that’s exactly what Toolbox was designed to support. 

What Is the Epic Toolbox—and Why Does It Matter? 

Epic Toolbox is part of Showroom, a centralized destination where health systems explore approved technologies and services that integrate with Epic. Toolbox highlights vendors that work more closely with Epic to meet specific technical and clinical requirements. 

Five9 is now an Epic-approved CCaaS solution within Toolbox. That means we’ve worked closely with Epic to meet the standards and integration practices that matter most to healthcare delivery teams. 

If you are an Epic power user or specialist, you are probably familiar with the intricacies of the different Epic programs in place for the health system vendor community.  For everyone else, here is a short history lesson:  

Until recently, Epic’s vendor ecosystem was spread across App Orchard and Connection Hub—programs that supported integration but didn’t always make it easy to compare options or assess readiness. In 2024, Epic launched Showroom, combining marketplace discovery with deeper support touchpoints. Toolbox sits within that structure, helping provider organizations identify technologies that meet Epic’s current standards for API usage, design alignment, and deployment practices. 

Epic wants CCaaS vendors to follow their Blueprint and App Readiness process, which is part of Toolbox. Blueprint shows technical alignment with real clinical workflows. Think of it as the Better Homes & Gardens Recommends Seal of Approval from Epic. It is the Epic gold standard.   

Five9’s presence in Toolbox means our solution has been reviewed and approved by Epic under this framework. 

For Healthcare Leaders, Approval Means Confidence 

Epic created Toolbox for a reason: to separate market-ready integrations from early experiments. As the Toolbox Overview states, it’s built to help Epic customers “find products whose developers are working more closely with Epic to use the best available technology”. 

That’s the Epic Blueprint difference. 

It helps healthcare teams understand which vendors are already aligned with Epic’s guidance and ready to work within established clinical workflows. That reduces the guesswork and complexity that often slow down CX transformation in healthcare. 

If you’re tasked with improving patient experience, accelerating access to care, or optimizing agent efficiency—all while keeping your EHR at the center of the experience—Toolbox approval gives your team one less thing to worry about. 

Ready to Connect What Matters 

Toolbox approval isn’t just about checking a box—it’s about making integration smoother, deployment faster, and outcomes more reliable. It’s about working with a partner who understands what real-world healthcare organizations need from their contact center. 

Whether you’re optimizing existing Epic workflows or rethinking CX from the ground up, Five9 is ready to help you move faster, connect better, and deliver The New CX. 

Explore what it means to bring patient connection to the heart of your contact center. The New CX starts here.