Healthcare · Managed platform (Five9)

Cloud Contact Center

Scheduling lines and nurse triage calls routed to the right person, with the contact center platform run for you

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Overview

What you are buying

Moraph resells, implements and runs Five9 for hospitals, health systems and physician groups, for patient scheduling lines and nurse triage advice calls. Five9 answers, routes, queues and records calls according to the menus, skills and hours Moraph configures with your teams, and connects to your scheduling and triage systems. Moraph monitors the service, applies approved changes and reviews it with you every month, while your nurses make every clinical decision.

The problem it solves

Patients calling to book an appointment or to ask a nurse whether they need care often wait on hold, choose the wrong menu option, or are passed between departments. Each clinic runs its own phone tree, hours and holiday messages are changed by hand, and supervisors cannot see where calls are waiting. Nurse triage lines need calls to reach a licensed nurse quickly, with recordings and documentation kept under privacy rules, but the phone system is often maintained by a telecom team that does not know the clinical workflow.

Patients wait on hold or are transferred between departments
Menus, hours and holiday messages differ by clinic and are changed by hand
Supervisors cannot see where calls are waiting or why they are abandoned
Triage calls and recordings need clinical routing and privacy controls

Who uses it

Patient access and scheduling leaders at hospitals, health systems and physician groups
Nurse triage and nurse advice line managers
Contact center supervisors who manage queues and staff day to day
IT and telecom teams who support phone and contact center systems
Privacy and compliance teams responsible for call recordings

Requirements it supports

HIPAA Privacy Rule (45 CFR Part 164, Subpart E)HIPAA Security Rule (45 CFR Part 164, Subpart C)Telephone Consumer Protection Act (47 U.S.C. 227) and FCC rules (47 CFR 64.1200)Section 1557 of the Affordable Care Act, language assistance (45 CFR Part 92)Electronic Communications Privacy Act (18 U.S.C. 2511) and state call-recording consent laws

The product supports these requirements; meeting them remains your organization’s responsibility.

Responsibilities

Who is responsible for what

Five9 runs the platform, Moraph configures and operates your Five9 environment, and your organization owns the staff, the clinical decisions and the policy choices.

Area	Moraph	Five9	Your organization
Licensing	Resells Five9 subscriptions, or works with licences you already hold, and tracks seats against them	Sets the licence terms and the features each subscription includes	Agrees to Five9's terms and decides which features and seats to license
Platform availability	Tracks Five9 service notices and tells you when an incident affects your lines	Runs, hosts and maintains the Five9 service and its availability commitments	Keeps a business continuity plan for urgent calls, such as triage, if the platform is unavailable
Telephone numbers and carriers	Arranges number porting and works with Five9 on call delivery issues	Provides telephony and carrier connectivity as part of its service	Authorizes number ports and owns the numbers published to patients
Configuration	Designs the baseline and builds and maintains lines, menus, routing, hours and skills	Provides the configuration options the platform supports	Approves the baseline, menu wording and every change
Users and access	Adds and removes users and assigns roles and skills on approved requests	Enforces the configured roles	Decides who works on which lines and who may access recordings
Integrations	Builds and maintains connections to your scheduling, CRM and triage systems	Provides the integration options and connectors the platform supports	Provides access to your systems and their owners for testing
Monitoring and incidents	Monitors routing, queues and integrations, and restores service under the agreed procedure	Responds to incidents in the Five9 platform itself	Leads any incident affecting patient care or patient information and makes notification decisions
Changes and updates	Applies approved changes, reviews Five9 release notes and plans changes that affect you	Releases updates to the service on its own schedule	Approves changes and their timing
Clinical decisions	None	None	Employs and supervises triage nurses, owns the clinical protocols and every clinical decision
Compliance decisions	Recommends recording, consent and outbound settings with reference to HIPAA and TCPA requirements	None	Decides recording, consent, retention and outbound calling policies

See how it works

A short walkthrough

Illustrative screens of how Moraph runs the service, with fictional sample data. They are not screens of Five9 itself, which belongs to its vendor.

Step 1

The line onboarding tracker

During implementation, every line has a row: its routing, integration, testing and where it stands.

Line	Routing	Integration	Recording	Supervisor sign-off	Status
Central scheduling (example)	By clinic and language	Scheduling lookup	On	Signed off	Live
Nurse advice line (example)	Triage nurses only	Call details to triage system	On	Signed off	Live
Pediatrics scheduling (example)	By clinic	Scheduling lookup	On	Pending	Testing
Billing questions (example)	Single queue	None	On	Not started	Planned
Specialty referrals (example)	By specialty	Lookup failing in test	On	Pending	Testing

Step 2
The configuration baseline
Each line's menu, routing, hours and recording rules are written down and approved by your contact center director.
Cloud Contact Center · Baseline reviewSample data
Nurse advice line · Example Health Partners (fictional)
Status
Awaiting approval
Prepared by
Moraph contact center engineer
Approver
Contact center director
Clinical reviewer
Triage nurse supervisor
Open questions
After-hours destination not confirmed
Line settings
- Greeting plays your approved emergency message first
- Language choice: English or Spanish, then routed by language skill
- Calls routed only to nurses with the triage skill
- Callback offered when the wait passes the threshold you set
Approve baselineReturn with comments
Each line's menu, routing, hours and recording rules are written down and approved by your contact center director.
Step 3
A change request
Your team asks, your approver approves, and Moraph applies, tests and records the change.
Cloud Contact Center · Change CR-0731Sample data
CR-0731 · Holiday closure message for all scheduling lines
1. Change requested, with message wording and datesContact center supervisor
2. Wording and affected lines confirmedMoraph contact center engineer
3. Change approvedContact center director
4. Message recorded and scheduled, tested on test numbersMoraph contact center engineer
5. Change recorded and linked to approvalMoraph contact center engineer
6. Message heard on a live line and confirmedContact center supervisor
Your team asks, your approver approves, and Moraph applies, tests and records the change.
Step 4
Issue triage
Moraph investigates problems with calls and routing and escalates what needs your decision, with the evidence and a recommendation.
Cloud Contact Center · Issue IS-3346Sample data
Central scheduling · Abandoned calls rising
Reported by
Contact center supervisor
Line
Central scheduling (example)
Finding
Spanish menu option routing to a queue with no staffed agents after 4 pm
Detected from
Five9 queue reports
Status
Escalated to contact center director
Recommendation
- Route Spanish callers after 4 pm to the bilingual overflow team
- Offer callbacks on that queue
- Review language staffing with supervisors
Approve recommendationDecline with note
Moraph investigates problems with calls and routing and escalates what needs your decision, with the evidence and a recommendation.

Step 5

Recording access review

Everyone who can listen to recordings is listed for your contact center director and privacy officer to confirm or remove.

User	Role	Lines	Last accessed a recording	Decision	Status
User 3104	Scheduling supervisor	Central scheduling	This week	Confirm	Complete
User 3127	Triage nurse supervisor	Nurse advice line	This month	Confirm	Complete
User 3150	Quality analyst	All lines	Last quarter	Confirm	Complete
User 3188	Former supervisor	Pediatrics scheduling	Left the team	Remove	Pending
Moraph engineer 0212	Moraph	Issue IS-3346 only	This month	Expired with issue	Complete

Step 6
The monthly service review
Moraph and your team go through what changed, what happened and what is still open.
Cloud Contact Center · Service reviewSample data
Service review · Sample month
Changes applied
9, all approved
Issues raised
6, 5 closed
Five9 incidents affecting you
1, notified
Triage calls past threshold
14
Integration errors
3, all on referrals lookup
Actions agreed
- Review evening triage staffing with the nurse supervisor
- Fix the referrals lookup with the scheduling system team
- Simplify the central scheduling menu from four options to three
Accept minutesAdd action
Moraph and your team go through what changed, what happened and what is still open.

Workflows

The principal workflows

Answer and route
Five9 answers each line with the menu, messages and hours Moraph configures with you, and routes callers to agents with the right skills, such as a clinic's scheduling team, a language or a triage nurse.
- Caller dials a scheduling or triage number
- Five9 plays the configured greeting, including your emergency message
- Caller chooses an option or is identified by the number they called
- Five9 routes the call by skill, clinic, language and hours
- Callers can wait in queue or ask for a callback where you enable it
Schedule
Scheduling agents see the caller and the reason for the call in the agent desktop alongside your scheduling system, book or change the appointment there, and record the outcome of the call.
- Agent receives the call with the line and menu choice shown
- Caller's record opened in your scheduling or CRM system, where integrated
- Appointment booked, changed or cancelled in your system of record
- Disposition recorded in Five9 for reporting
- Calls that need a nurse are transferred to the triage queue
Triage
Triage calls go to licensed nurses, who assess the caller using your organization's clinical protocols and document in your triage or EHR system. Five9 handles routing, queueing and recording; the clinical decision is the nurse's.
- Triage call routed to available nurses with the right licensure and skills
- Nurse assesses the caller using your protocols
- Advice and disposition documented in your triage or EHR system
- Call recorded where your policy and consent rules allow
- Calls waiting beyond the thresholds you set are shown to the supervisor
Operate
Moraph monitors the platform configuration, carriers and integrations, applies approved changes to menus, routing and hours, and reports on the service.
- Moraph watches routing, queue and integration health
- Issues are triaged and escalated to your team where a decision is needed
- Changes are requested by your team and approved by your named approver
- Moraph applies, tests and records each change
- The monthly service review covers changes, issues and open actions

Roles and permissions

Who does what in the product

Each role below is a starting point. During implementation we set them up to match your teams, and every action anyone takes is recorded in the audit trail.

Contact center director

Director of patient access, contact center director, VP of patient experience

Owns the contact center service and decides how lines, queues, hours and recordings are run.

Sees

Every line, queue and team, with real-time and historical performance
The configuration baseline and change history
Issues Moraph has escalated, with recommendations
Service reports and open actions

Does

Approves the configuration baseline and changes to it
Approves menu wording, hours and routing rules
Decides who may access call recordings
Approves outbound campaigns with compliance input
Attends the monthly service review and agrees actions
Requests evidence for audits and complaints

Cannot

Approve a change they requested themselves, where a second approver is named
Edit or delete the change history

Approvals: Approves configuration, routing, hours, recording and outbound changes; changes they request themselves are approved by a second named approver.
Notified about: Changes waiting for approval, escalated issues, carrier or platform incidents affecting calls, and queues that stay above the thresholds you set.

Contact center supervisor

Scheduling supervisor, triage nurse supervisor, team lead

Keeps queues moving and agents supported during the day.

Sees

Real-time queues and agent states for their teams
Historical reports for their teams
Recordings for their teams, where your policy allows

Does

Monitors queues and moves agents between skills within the limits set
Listens to, coaches or joins calls where your policy allows
Raises change requests for menus, hours, messages and routing
Reports issues to Moraph through the service desk

Cannot

Change menus, routing rules or hours directly
Approve changes or recording access
See recordings outside their teams

Approvals: Changes they request are approved by the contact center director.
Notified about: Queue thresholds reached for their teams, outcomes of their requests and planned changes.

Scheduling agent

Patient access representative, scheduler, call center agent

Answers scheduling calls and books, changes or cancels appointments.

Sees

Their own calls with line and menu details
The caller's record in your scheduling or CRM system, where integrated
Their own call history and statistics

Does

Answers and handles calls in the agent desktop
Books appointments in your scheduling system
Records call dispositions
Transfers calls that need a nurse to the triage queue

Cannot

See other agents' calls or recordings
Change any configuration

Approvals: None.
Notified about: Calls offered to them and messages from their supervisor.

Triage nurse

Registered nurse, nurse advice line nurse, triage nurse

Assesses callers using your clinical protocols and gives advice on where and when to seek care.

Sees

Triage calls routed to them with line and caller details
Their own call history and statistics

Does

Answers triage calls routed to them
Assesses callers using your organization's protocols
Documents advice in your triage or EHR system
Records call dispositions in Five9

Cannot

Change routing or configuration
See other nurses' recordings

Approvals: Clinical oversight follows your organization's nursing policies, not the platform.
Notified about: Calls offered to them and messages from their supervisor.

Moraph contact center engineer

Moraph contact center engineer, Moraph managed platform engineer

Builds and maintains the Five9 configuration and keeps routing, users and integrations working.

Sees

Five9 configuration: lines, menus, routing, skills, users and integrations
Queue and integration health
Approved change requests and the configuration baseline

Does

Applies approved changes to menus, routing, hours, skills and users
Tests changes on test numbers before they go live
Maintains integrations with your scheduling, CRM and triage systems
Triages issues and escalates those that need a decision
Works with Five9 and carriers on platform and call delivery issues

Cannot

Apply a change that has not been approved, except under the agreed emergency procedure
Listen to recordings except where needed to investigate an issue you have raised, with each access recorded
Approve their own changes

Approvals: Every change they apply is approved in advance by your named approver, or reported straight away when made under the emergency procedure.
Notified about: Routing and integration alerts, platform notices from Five9 and approved changes ready to apply.

Moraph service manager

Moraph service manager, Moraph customer success lead

Runs the service relationship, tracks requests and issues and reports on how the service is performing.

Sees

Requests, issues and changes and their status
Service reports and queue performance summaries
Open actions from earlier service reviews

Does

Prepares and chairs the monthly service review
Tracks requests and escalations through to closure
Coordinates with Five9 on platform incidents and service notices
Prepares evidence packs your team requests

Cannot

Change the Five9 configuration
Access call recordings

Approvals: None; their reports and minutes are accepted by your contact center director.
Notified about: Escalations, overdue requests and Five9 service notices affecting you.

Privacy or compliance reviewer (read-only)

Privacy officer, compliance analyst, internal auditor (under defined access)

Reviews recording access, outbound calling rules and change history without being able to change anything.

Sees

Recording access lists and the record of who accessed recordings
Outbound campaign settings and approvals
Change history, approvals and service reports

Does

Reviews access to recordings at the interval your policy sets
Reviews outbound campaigns before they start, where your process includes it
Exports evidence within their scope, with each export logged

Cannot

Change, approve or delete configuration
Keep access after it expires

Approvals: Their access is approved by the contact center director, with a scope and an end date.
Notified about: Recording access reviews coming due and outbound campaigns waiting for their review.

Permissions at a glance

Action	Director	Supervisor	Agent	Triage nurse	Moraph eng.	Moraph service	Compliance
Handle calls and record dispositions	No access	Own work only	Own work only	Own work only	No access	No access	No access
View real-time queues	Full	Own work only	No access	No access	Full	View only	No access
Request a configuration change	Full	Own work only	No access	No access	No access	No access	No access
Apply a configuration change	Approves	No access	No access	No access	Full	No access	No access
Change menus, messages and hours	Approves	No access	No access	No access	Full	No access	No access
Change routing and skills	Approves	Own work only	No access	No access	Full	No access	No access
Listen to call recordings	Full	Own work only	No access	No access	Approves	No access	View only
Monitor, coach or join live calls	Full	Own work only	No access	No access	No access	No access	No access
Start an outbound campaign	Approves	No access	No access	No access	Full	No access	View only
Add users and grant Five9 roles	Approves	No access	No access	No access	Full	No access	No access
View change history and service reports	View only	View only	No access	No access	View only	View only	View only

Full
Own work only
Approves
View only
No access

How access is controlled

Moraph engineers apply changes; your organization approves them. Nobody approves a change they requested themselves when a second approver is named. Supervisors can move agents between skills only within limits you set.
Moraph engineers listen to a recording only to investigate an issue your team has raised, and each access is recorded. Moraph's service managers have no access to recordings.
Moraph staff use named, individual administrator accounts in Five9 with only the rights the service needs. There are no shared administrator accounts.
Roles are agreed during implementation and can be limited by line, clinic or team. Compliance reviewers get read-only access with a defined scope and end date.

Features

What it does

Call menus and messages

Five9 plays the greetings, menus and messages you approve for each line, including an emergency message and holiday or closure messages.

Skills-based routing

Five9 routes calls by clinic, call type, language and agent skill, so callers reach someone who can help them without being transferred.

Hours and holiday schedules

Opening hours, holidays and closures are set per line and changed through the change process, with after-hours routing to the destination you choose.

Callbacks

Where you enable it, callers can ask for a call back instead of waiting on hold, keeping their place in the queue.

Nurse triage routing

Triage calls are kept in their own queues and routed only to nurses with the right licensure and skills, with waiting calls visible to supervisors.

Agent desktop and integration

Agents handle calls in the Five9 desktop or within a supported CRM, with caller and line details shown and dispositions recorded.

Call recording controls

Five9 records calls under the rules you set, and access to recordings is limited to the roles you approve.

Supervisor monitoring

Supervisors see queues and agent states in real time and can listen to, coach or join calls where your policy allows.

Outbound calling

Outbound campaigns, such as calls to reschedule appointments, are configured with calling hours and consent rules your compliance team approves.

Real-time and historical reporting

Five9 reports on calls offered, answered, abandoned and waiting, by line, queue and period, alongside Moraph's service reports.

Change management

Menu, routing, hours and user changes are requested, approved, tested and recorded, so you can show how the configuration came to be.

Monthly service review

Changes, issues, queue performance and open actions reviewed with your patient access and triage leaders.

Integrations

How it connects to your systems

Connects to	How	What flows
Scheduling and EHR systems	Caller and appointment information is shown to agents from your scheduling or EHR system through the integration options the system and Five9 support, scoped during implementation.	In: caller lookup and appointment details. Out: call details where the integration supports it.
CRM	Agents can work within a supported CRM, with calls screen-popped and logged against the patient or contact record.	In and out: contact records, call activity and dispositions.
Nurse triage documentation	Triage nurses document in your triage or EHR system; Five9 passes call details so the documentation and the call can be matched.	Out: call identifiers, line and time to the documentation system.
Telephone numbers	Your published scheduling and triage numbers are ported to Five9 or forwarded to it, with routing per number.	In: inbound calls on your numbers.
Single sign-on	Agents, nurses and supervisors sign in to Five9 through your identity provider.	In: user identity and group membership.
Workforce and reporting tools	Call and agent data can be exported to your workforce planning tools or data warehouse for staffing and reporting.	Out: call, queue and agent statistics.
Moraph service records	Requests, changes, issues and service reviews are tracked in Moraph's service records and available to your team.	Out: change, ticket and service review records.

Each integration is confirmed in discovery and specified in the design. See how an engagement progresses.

Security and privacy

How your data is protected

Single sign-on

Staff sign in to Five9 through your identity provider, so your password and multi-factor policies apply.

Role-based access

What each person at your organization and at Moraph can see and do follows their role; requesting a change is separate from approving it, and recording access is limited to the roles you approve.

Business associate agreement

Calls, recordings and caller details contain protected health information, so Moraph works under a business associate agreement with you; Five9's own terms for handling it also apply.

Complete audit trail

Five9 records administrator and user activity, and Moraph's change record links each change and each recording access by Moraph staff to its request.

Encryption and keys

Service records Moraph holds are encrypted, with keys Moraph staff cannot use without explicit, time-bound authorization.

Audited company-wide

Moraph is audited to SOC 2 Type II and ISO/IEC 27001 across the company, including the teams that run this service. Five9's own attestations cover the platform.

Company-wide controls, independent audits (SOC 2 Type II and ISO/IEC 27001) and data residency are described in our Trust Center, where you can request the evidence pack.

Reporting

What you can report on

11 standard reports, grouped by who uses them. Each shows who it is for, how it can be broken down, how it is delivered and what it is used for. The data behind them is also available to your own reporting tools.

Queue performance

Calls by line and queue

For contact center director, supervisors

Calls offered, answered, abandoned and called back, with time to answer, by line and queue.

Break down by: Line, Queue, Hour of day, Period
Delivered as: Five9 real-time and historical reports; monthly PDF from Moraph
Used for: Staffing to demand and finding where callers wait longest.

Nurse triage queue

For triage nurse supervisor, contact center director

Triage calls offered and answered, time waiting and calls that waited beyond the thresholds you set.

Break down by: Queue, Hour of day, Language, Period
Delivered as: Five9 real-time and historical reports; monthly PDF
Used for: Making sure triage callers reach a nurse and staffing the line to match.

Menu choices and transfers

For contact center director, supervisors

Which menu options callers choose, where calls are transferred and where callers drop out of the menu.

Break down by: Line, Menu option, Transfer destination, Period
Delivered as: Five9 reports; monthly PDF
Used for: Simplifying menus and routing so callers reach the right place first.

Agent activity

For supervisors

Calls handled, handling time and time in each state, by agent and team.

Break down by: Agent, Team, State, Period
Delivered as: Five9 real-time and historical reports
Used for: Coaching and balancing work across the team.

Service operations

Change log

For contact center director, compliance

Every change to lines, menus, routing, hours, skills and users, with who requested, approved and applied it.

Break down by: Change type, Line, Approver, Date
Delivered as: Live view in Moraph's service records; CSV and PDF export
Used for: Showing that changes were requested, approved, tested and recorded.

Requests and issues

For contact center director, Moraph service manager

Requests and issues raised, their status and how each was resolved or escalated, including Five9 incidents that affected you.

Break down by: Type, Line, Status, Period
Delivered as: Live view; monthly PDF
Used for: Tracking open work and spotting recurring problems.

Integration health

For iT lead, Moraph service manager

Failures and delays in lookups and logging between Five9 and your scheduling, CRM and triage systems.

Break down by: Integration, Error type, Period
Delivered as: Monthly PDF
Used for: Fixing integration problems before agents work around them.

Privacy and compliance

Recording access

For privacy officer, contact center director

Who can access recordings, who accessed which recordings and when, including any access by Moraph staff and the issue it related to.

Break down by: User, Organization, Line, Period
Delivered as: Scheduled PDF; CSV export
Used for: Reviewing access to recordings and showing it is limited and recorded.

Outbound campaign settings

For compliance, contact center director

Each outbound campaign with its purpose, calling hours, consent source and approvals.

Break down by: Campaign, Approver, Status
Delivered as: Live view; PDF export
Used for: Showing that outbound calling followed the rules your compliance team approved.

User access review

For contact center director, privacy officer

Everyone with access to Five9, their role, skills and last sign-in, for confirmation or removal.

Break down by: Role, Team, Last sign-in, Organization
Delivered as: Scheduled PDF
Used for: Removing access for staff who have left or changed roles.

Service review summary

For patient access and nursing leadership

The month's changes, issues, queue performance highlights and agreed actions.

Break down by: Month, Topic, Action owner
Delivered as: PDF after each service review
Used for: Keeping leadership informed and holding both sides to agreed actions.

Exports, access and evidence

Service reports are prepared by Moraph from Five9's reports and from Moraph's own change and ticket records.
Five9's real-time and historical reports remain available to the supervisors and managers you authorize.
Reports respect each viewer's role: supervisors see their own teams, and recording access reports go to the privacy officer and contact center director.
Call and agent statistics can be exported to your data warehouse or workforce planning tools.
Requesting and exporting an evidence pack is itself recorded, so you can show what was given to whom.

Deployment

Where and how it runs

Licences through Moraph

Moraph resells the Five9 subscription and runs the environment as one service, subject to Five9's terms.

Your existing Five9 environment

If you already license Five9, Moraph reviews the current configuration against a new baseline and takes over its operation.

Co-managed

Your team keeps some tasks, such as hours changes or user setup, and Moraph runs the rest; the split is written into the responsibilities for the service.

Security controls, independent audits and data residency are set out in our Trust Center. Engagement models and what drives a quotation are on Working with Moraph.

Implementation

What a rollout involves

The general phases are on Working with Moraph. For this product, they involve the following.

Discovery

We map your scheduling and triage lines, numbers, current menus, hours, teams and systems with patient access, nursing, IT and compliance.

Baseline design

Menus, messages, routing, skills, hours, recording rules and access are designed with your teams and approved by your contact center director, with compliance input on recording and outbound settings.

Build and integration

Five9 is configured to the baseline, connected to your identity provider and integrated with your scheduling, CRM and triage systems as scoped.

Testing

Every line is tested on test numbers, including after-hours, holiday and emergency messages and transfers to triage, with your supervisors signing off.

Training and cutover

Agents, nurses and supervisors are trained on their own tasks, and numbers are ported or forwarded line by line in an agreed order.

Handover to operations

Change process, approvers, escalation contacts, continuity plans and reporting are agreed, and the service moves into day-to-day operation.

Limitations

What it does not do

Worth knowing before you evaluate it.

Moraph is not Five9. Five9 operates the platform, and Five9's own service commitments, roadmap, maintenance and outages apply.
Five9 subscriptions are subject to Five9's terms. Some capabilities, such as workforce management, quality management or virtual agents, need their own licences.
Moraph does not provide agents or nurses. Your organization staffs the lines, and triage nurses work under your clinical protocols and supervision.
Moraph does not make clinical decisions, provide triage protocols or give medical advice.
Integrations depend on what your scheduling, CRM and EHR systems and Five9 support, and on access to those systems; they are scoped during implementation.
Moraph configures recording, consent and outbound settings with reference to HIPAA and TCPA requirements, but your organization decides the policies and whether the settings are adequate.
Calls to emergency services are not handled by this service. Lines play the emergency message you approve, directing callers with an emergency to call 911.
Moraph does not make breach notification or patient complaint decisions on your behalf; escalated issues need a decision from your named approver.

Evaluation checklist

What to test in a demonstration or pilot

Questions worth putting to us, and to any other vendor you are considering.

List your scheduling and triage lines and walk through how each would be routed
Check which of your scheduling, CRM and triage systems can integrate with Five9 and what agents would see
Review a sample baseline for a nurse triage line with your triage supervisor
Walk through a change request, such as a holiday message, from request to tested change
Ask how recording access is limited, reviewed and recorded, including access by Moraph staff
Confirm the split of responsibilities between Moraph, Five9 and your team, including the continuity plan for triage calls

Questions

Frequently asked questions

Do we buy Five9 from Moraph or from Five9?

Either. Moraph can resell the subscription, or run an environment you already license. In both cases Five9's terms apply.

Does Moraph provide nurses or agents?

No. Your organization staffs the lines. Moraph runs the platform configuration, integrations and changes around your teams.

Who decides what the triage nurse tells a caller?

Your nurses, using your organization's clinical protocols and under your clinical supervision. Five9 routes and records the call; it does not make clinical decisions.

What happens if Five9 has an outage?

Five9's own service commitments and incident process apply. Moraph tells you when an incident affects your lines, and the continuity plan agreed during implementation covers urgent calls such as triage.

How is it priced?

Five9 subscriptions are priced under Five9's terms, and the managed service and implementation are quoted separately. See Working with Moraph for what drives a quotation.

Can we take the service back in-house?

Yes. The environment and its configuration are yours; at the end of the agreement Moraph hands over the baseline, documentation and change history and removes its administrator accounts.

Next steps

Buying through a formal procurement? See How to buy for purchasing routes, accessibility conformance reports and company information. Documentation: Cloud Contact Center guides on docs.moraph.com (getting started and security guides are public; setup, administration and integration guides are for client accounts). Support: Cloud Contact Center support guide.

Cloud Contact Center

What you are buying

The problem it solves

Who uses it

Requirements it supports

Who is responsible for what

A short walkthrough

The line onboarding tracker

The configuration baseline

A change request

Issue triage

Recording access review

The monthly service review

The principal workflows

Answer and route

Schedule

Triage

Operate

Who does what in the product

Contact center director

Sees

Does

Cannot

Contact center supervisor

Sees

Does

Cannot

Scheduling agent

Sees

Does

Cannot

Triage nurse

Sees

Does

Cannot

Moraph contact center engineer

Sees

Does

Cannot

Moraph service manager

Sees

Does

Cannot

Privacy or compliance reviewer (read-only)

Sees

Does

Cannot

Permissions at a glance

How access is controlled

What it does

Call menus and messages

Skills-based routing

Hours and holiday schedules

Callbacks

Nurse triage routing

Agent desktop and integration

Call recording controls

Supervisor monitoring

Outbound calling

Real-time and historical reporting

Change management

Monthly service review

How it connects to your systems

How your data is protected

Single sign-on

Role-based access

Business associate agreement

Complete audit trail

Encryption and keys

Audited company-wide

What you can report on

Queue performance

Calls by line and queue

Nurse triage queue

Menu choices and transfers

Agent activity

Service operations

Change log

Requests and issues

Integration health