Cloud Contact Center

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.

Who it’s for

• 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

1. Answer and routeFive9 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.
2. ScheduleScheduling 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.
3. TriageTriage 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.
4. OperateMoraph monitors the platform configuration, carriers and integrations, applies approved changes to menus, routing and hours, and reports on the service.

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.

Contact center director

Owns the service, approves changes and decides how lines and queues are run

Contact center supervisor

Manages queues and agents day to day and requests changes

Scheduling agent or triage nurse

Handles calls, books appointments or gives triage advice, and records outcomes

Moraph contact center engineer

Configures and maintains Five9 menus, routing, users and integrations under approved changes

Moraph service manager

Runs the service review, tracks requests and issues, and reports on the service

Privacy or compliance reviewer (read-only)

Reviews recording access, change history and service reports without changing anything

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.

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.

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.

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.

• 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.

• 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