IVR system for healthcare

Bring intelligence to your phone lines

An intuitive interactive voice response (IVR) system for healthcare allows callers to speak freely and resolve their issues successfully, just as if they were speaking with a human. Power your patient access center or organization telephony with automated inbound call resolution that boosts patient satisfaction, achieves efficiencies, and contains staffing costs.

The best experiences rely on world‑class IVR

See how Nuance is uniquely able to deliver an exceptional experience to patients over voice.

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Benefits

Easy, effective conversational experiences

Greet callers with “How can I help you today” and let them answer naturally. Intelligent, automated responses quickly give them what they need. By eliminating the use of tedious or confusing menu prompts, organizations achieve shorter, satisfying interactions.

Real‑world business outcomes
85%

increase in IVR Net Promoter Score

85%

automated first call resolution (FCR)

80%+

increase in handle volume

31B

customer interactions per year

Features

Powerful technology for simple, satisfying experiences

Nuance IVR and voice solutions reduce friction and frustration with AI‑powered intelligence that delivers superior results.

Complementary solutions

Appointment Management

On average, 13% of patients are appointment no‑shows. Patients who come to their appointments without the necessary preparations—fasting, completed lab tests, etc.—further impact patient care and organization revenue. Automate voice and SMS appointment reminders or field inbound voice appointment inquiries and offer real‑time rescheduling capabilities on the channel of contact. Enable native messaging from any application and manage proactive outreach to improve appointment adherence, promote wellness, impact revenue, and boost satisfaction.

Patient Support

Provide interactive bilingual 24x7x365 assistance powered by industry‑leading NLU. IVR and virtual assistant capabilities help patients self‑serve account access and activation issues or receive automated answers to frequently asked questions over voice or online chat. Similarly, patients seeking assistance preparing for their virtual visit receive instructions and help with testing and troubleshooting, with the option to transfer to a live agent. Organizations conduct proactive outreach and share useful information that lead to greater patient portal access and telehealth success.

Let's modernize the digital front door and improve the patient experience together.