Modernize patient access and critical communications across healthcare

AI workflow orchestration can connect patient interactions with authorized healthcare data, employees, AI, and workflows so the next action can happen while the patient is still engaged. This can include patient identification, routing, scheduling, notification, escalation, documentation, and follow-up across connected systems.

Avaya Infinity brings data, AI, communications, and workflows together in real time. Model Context Protocol (MCP) provides a standardized way to connect approved AI with enterprise systems, data, and tools under organization-defined controls.

Healthcare contact centers can connect with Epic and other electronic health record environments through supported APIs, computer telephony integration (CTI), middleware, and healthcare interoperability patterns. Depending on the integration, authorized patient context can be brought into the interaction to support functions such as patient identification, screen pop, click-to-call, scheduling, and follow-up. 

Healthcare architectures may also use HL7 and Fast Healthcare Interoperability Resources (FHIR) to exchange information between applications. Johns Hopkins Health System has used Avaya technology with Epic to automate patient identification and provide relevant information to representatives during incoming calls.

Closing the loop means an interaction is not considered complete simply because an outreach attempt, conversation, transfer, or handoff occurred. The next required action is completed, documented, and visible to the appropriate team.

For example, a patient responding to post-discharge outreach may need both an appointment and help with another issue. A connected workflow can preserve relevant context, route each need appropriately, initiate follow-up, and track whether the intended action was completed. Avaya Infinity can help coordinate these steps across connected systems, AI, and employees.

Critical communications infrastructure is the underlying voice and communications foundation used for hospital operations where availability, resilience, and continuity are essential. It can support clinical calling and escalation, operator services, paging and notification, emergency communications, and other functions that must remain available through outages, failures, or other operational disruptions. 

Avaya Nexus provides critical communications infrastructure with resilient voice, high availability, failover, and operational control for healthcare organizations. Its open architecture can also integrate voice with supported systems such as paging, notification, Microsoft Teams, and other operational technologies.

Yes. Patient-access technology and critical communications infrastructure can have different deployment, security, availability, and lifecycle requirements. Healthcare organizations can modernize each environment according to its operational needs rather than moving every application, facility, or workflow on the same timeline. 

For existing Avaya customers, Avaya Call Center Elite → Avaya Infinity provides a path toward digital engagement, AI, enterprise data, and workflow orchestration. Avaya Aura → Avaya Nexus provides a path toward next-generation critical communications infrastructure while accounting for appropriate existing endpoints, gateways, and other investments.

Healthcare AI governance should define what information AI can access, which systems and tools it can use, what actions it may recommend or execute, how activity is monitored and logged, and when human involvement is required. 

Avaya Infinity supports organization-defined controls around data access, permissions, AI model use, and workflow execution. Its MCP-enabled architecture is designed to connect approved AI models with authorized enterprise systems and tools while maintaining enterprise control. 

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Healthcare organizations should evaluate whether communications technology supports effective access for patients and employees with disabilities across digital interactions, contact centers, endpoints, and administrative tools. Depending on the product and use case, considerations may include keyboard navigation, screen-reader compatibility, visual presentation, captions or transcripts, alternative communication methods, and assistive technologies. 

Avaya publishes product-specific accessibility resources, including Voluntary Product Accessibility Templates and Accessibility Conformance Reports, so healthcare technology and procurement teams can evaluate individual products against their requirements.

HIPAA compliance depends on the healthcare organization’s complete environment, including its technology, policies, processes, workforce practices, vendor relationships, and risk-management controls. Technology buyers should evaluate the specific service, the protected health information it processes, applicable security controls, and Business Associate Agreement requirements. 

Avaya Infinity is HIPAA-compliant, and Avaya provides compliance documentation and information about BAA availability for applicable U.S. offers through the Avaya Trust Center.