BURLINGTON, Mass., Jan. 11, 2021 /PRNewswire/ -- Nuance
Communications, Inc. (NASDAQ: NUAN) today launched an AI-powered
patient engagement virtual assistant platform to transform voice
and digital experiences across the patient journey. Combining
decades of healthcare expertise with award-winning intelligent
engagement technology trusted by 85 percent of the Fortune 100
companies worldwide, the advanced platform integrates and extends
the capabilities of the electronic health record (EHR), customer
relationship management (CRM), and Patient Access Center systems to
enable healthcare provider organizations to modernize their
'digital front door' and improve clinical care.
Patients are demanding the same conveniences from healthcare
organizations that they enjoy from major consumer brands. A recent
survey reveals that consumers are ready for digital changes such as
telemedicine options (44%), digital forms and communication (41%),
and touchless check-in (37%). What's more, 68% value a customized
patient experience. In fact, a poor digital health experience
caused more than a quarter of patients to change medical providers
in 2020 — up 40 percent from 2019.
Leveraging the same conversational AI technology that leading
consumer brands such as Albertsons, Best Buy, Humana, H&M, and
Rakuten trust to drive their consumer experience and healthcare
information technology leaders such Epic and Cerner use to power
their provider facing virtual assistant solutions, Nuance's patient
engagement platform now enables healthcare provider organizations
to deliver world-class patient experiences.
"Nuance's omnichannel patient engagement platform represents a
new integrated philosophy for enabling healthcare's digital front
door and a well-thought-out, well-implemented, and highly-practical
solution for delivering an enhanced level of digital services to
patients," said Stephanie Lahr, MD,
chief information officer and chief medical information officer,
Monument Health. "As Nuance has already demonstrated with its
clinician-facing healthcare solutions, the company is now bringing
its AI technology to bear to help solve the pressing challenges
that healthcare organizations face with patient engagement –
improving the overall patient experience and driving better
clinical outcomes while at the same time enhancing the financial
performance of the organization during these transformative
times."
Nuance's new patient engagement platform provides an array of
leading capabilities and business outcomes including:
- 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.
- 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."
To learn more about the Nuance Patient Engagement Platform,
click here.
About Nuance Communications, Inc.
Nuance Communications (NASDAQ: NUAN) is a technology pioneer
with market leadership in conversational AI and ambient
intelligence. A full-service partner trusted by 90 percent of U.S.
hospitals and 85 percent of the Fortune
100 companies worldwide, Nuance creates
intuitive solutions that amplify people's ability to help
others.
Trademark reference: Nuance and the Nuance logo are
registered trademarks or trademarks of Nuance Communications, Inc.
or its affiliates in the United States and/or other
countries. All other trademarks referenced herein are the property
of their respective owners.
Media Contact
Nuance Communications
Nancy
Scott
+1 781.565.4130
Nancy.Scott@nuance.com
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SOURCE Nuance Communications, Inc.