Nuance launches Omnichannel patient engagement virtual assistant platform to power healthcare's 'digital front door'

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Nuance launches Omnichannel patient engagement virtual assistant platform to power healthcare's 'digital front door'

Press releases may be edited for formatting or style | January 12, 2021 Artificial Intelligence

Seamless, consistent and unified omnichannel experiences – Unlike competitive solutions, Nuance's technology enables healthcare organizations to deploy a single unified virtual assistant/bot platform to manage patient engagement across voice, web, mobile, messenger and smart speaker/IoT interactions. No longer do healthcare organizations need to purchase, integrate, deploy and maintain separate siloed virtual assistant/bot systems for their voice (IVR), web, mobile/SMS and smart speaker/IoT devices to deliver natural, user-friendly and high-performing patient engagement applications that patients love.
Integrates and extends capabilities of core systems infrastructure – Nuance's platform integrates into and extends the capabilities of the healthcare organization's key clinical, financial, customer and telephony systems including the EHR, Patient Financial systems, CRM and patient access center (call center) telephony infrastructure. Enables more personalized and engaging experiences for patients and higher automation rates and lower costs for healthcare organizations.

Provides "out-of-the-box" solutions and an advanced Do-It-Yourself (DIY) development tool – With Nuance's patient engagement platform, clients can utilize prepackaged applications that meet specific pain points around patient access, patient support, virtual care and messaging, work with Nuance to develop custom applications or use Nuance Mix to build their own DIY platform solution.

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Proven business outcomes – Based on more than 20 years of enterprise-class deployments with the largest brands in the world, Nuance's leading omnichannel customer engagement platform has helped companies achieve results including a 42% reduction in agent handle time, 85% first contact resolution, and greater than 50% improvement in customer satisfaction.

Advanced and unified data analytics – Enables organizations to monitor, assess, and react to service performance metrics and identify improvement opportunities across channels.

Runs on Microsoft Azure for high reliability, security and performance – Built on top of the Microsoft Azure HITRUST CSF-certified cloud platform.

"Our new omnichannel Patient Engagement Virtual Assistant Platform takes a holistic approach to powering healthcare's new digital front door, overcoming the shortcomings and inconsistencies of partial point solutions," said Peter Durlach, Senior Vice President, Strategy and New Business Development, Nuance. "By marrying the capabilities of our healthcare experience and the proven omnichannel customer engagement technology trusted by Fortune 100 companies worldwide, we can help address the urgent need of providers and patients alike to transform access to, and delivery of, care in the modern age of digital medicine."

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