Cloud Contact Center

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.
• 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.
• 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.
• Operate: Moraph monitors the platform configuration, carriers and integrations, applies approved changes to menus, routing and hours, and reports on the service.

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

Reporting

• Calls offered, answered and abandoned by line and queue
• Nurse triage calls waiting beyond your thresholds
• Menu choices, transfers and drop-outs
• Changes, requests and integration issues
• Recording access and user access reviews
• Monthly service review summary

Features

• 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

• 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.
• CRM: Agents can work within a supported CRM, with calls screen-popped and logged against the patient or contact record.
• 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.
• Telephone numbers: Your published scheduling and triage numbers are ported to Five9 or forwarded to it, with routing per number.
• Single sign-on: Agents, nurses and supervisors sign in to Five9 through your identity provider.
• Workforce and reporting tools: Call and agent data can be exported to your workforce planning tools or data warehouse for staffing and reporting.
• Moraph service records: Requests, changes, issues and service reviews are tracked in Moraph's service records and available to your team.

Deployment

• 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 and privacy

• 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.

Limitations

• 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.

Next steps

Book a demonstration or a technical briefing at www.moraph.com/solutions/cloud-contact-center. Purchasing routes and company information: www.moraph.com/how-to-buy.