Nuance Communications, Inc. announced that numerous leading healthcare systems across the country are deploying Nuance's Patient Engagement Solutions to transform experiences across the entire patient journey. A single, omni-channel, cloud-based communications platform allows organizations to engage with patients across voice and digital channels using Nuance's market-leading intelligent engagement technology. Nuance is driving the patient digital experience revolution by offering healthcare organizations the same AI that is trusted by 85% of Fortune 100 companies.

Nuance's platform integrates with organizations' existing infrastructure and extends the capabilities of the electronic health record (EHR), customer relationship management (CRM) systems and call center infrastructure platforms. It accelerates the continuing modernization of healthcare organizations' 'digital front door' with access to real-time data that powers productive and personalized experiences. At the same time, it expands communication and engagement options beyond the patient portal while accommodating patients who prefer using the phone to connect with their providers. With market-leading Natural Language Understanding (NLU), Nuance conversational IVR and intelligent virtual assistants automate call containment by routing patient inquiries about routine matters such as appointments, online account access or telehealth set-up to self-service options.

That reduces overall call center volumes, freeing live agents to deliver faster, personalized and more effective service when patients need additional assistance. Within the first 90 days of deploying the Nuance platform, organizations are achieving an average 40% call containment rate and a 30% patient self-service rate with an average 47% reduction in call support costs. RWJBarnabas Health and University of Michigan Health-West join other leading healthcare institutions in deploying Nuance to solve pressing patient engagement issues, gain efficiencies, and power a superior patient experience.

Nuance Patient Engagement Solutions also enable healthcare organizations to expand and enhance omnichannel engagement through integration with the Microsoft Digital Contact Center Platform, an open, extensible, and collaborative solution delivering seamless omnichannel interactions and advanced reporting and analytics capabilities.