Support

Nuance healthcare support customer information page

Introducing the new Nuance Healthcare Support Platform

You asked. We listened.
Based on your feedback, we have been working hard over the past year to develop and deliver a premier support platform based on Salesforce Service Cloud, the world’s #1 ranked Customer Relationship Management System.

Tailored support to meet your needs

Nuance has tailored the support platform to meet our Healthcare customers’ specific needs, allowing timely, accurate, and responsive handling of your support cases. The new Nuance Healthcare Support Platform provides you with self-service access to view, edit, and receive updates on cases, as well as communicate with Nuance through various methods of engagement: phone, web, email, and chat. To help our customers stay up‑to‑date on news and relevant events, we also have added our popular (and fun) Insiders community to the support platform.

We hope you’ll find our new support platform easier to use, more responsive to your questions, and capable of responding quickly to your needs.

Project charter

Nuance Support Platform in Action

Nuance Healthcare’s Support platform has extensive capabilities to ensure accurate and comprehensive issue resolution. From online support with our Live Agent, to our Knowledge Base and direct access to product information, we’re here to provide you with comprehensive, accurate, and tailored Support.
The following videos provide you with a snapshot of our new Support platform capabilities.


Frequently Asked Questions

Q: What is Salesforce Service Cloud?

A: Service Cloud is built on the Salesforce Customer Success Platform, giving Nuance agents a 360‑degree view of our customers and enabling us to deliver smarter, faster, and more personalized service.

Salesforce is the recognized leader for CRM customer engagement. With Service Cloud, Nuance can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform your support experience. Nuance’s Support team can now connect with every customer, across multiple channels, on any device.

Q: Why is the new Nuance Healthcare Support infrastructure built on a Salesforce platform?

A: Salesforce is the world’s #1 ranked Customer Relationship Management System. There are over 170,000 businesses who are currently utilizing Salesforce and over 7 million active Salesforce users worldwide.

Q: Is the new platform cloud-based?

A: Yes, the new Nuance Healthcare Support platform is cloud-based, allowing users to securely access information anytime, anywhere.

Q: Who is impacted by this change?

A: Nuance Healthcare customers only.

Q: How will this impact me?

A: Nuance support will now have cutting-edge tools to resolve your support cases as efficiently as possible. Additionally, customers will have self-service access to view, edit, and receive updates on cases, as well as engage with Nuance through various methods of engagement: Phone, Web, Email, and Chat.

Q: What happens to all my old case data?

A: Historical customer support data is available in the new Healthcare Support Platform upon go‑live.

Q: When did the system go-live?

A: The system went live on January 22, 2018.

Q: How do I access the new Healthcare Support Platform?

A: Go to: nuance.com/healthcare/support

Q: What will I see when I log into the new Healthcare Support Platform?

A: We created a short (2-3 minute) video that provides an overview of the new Healthcare Support Platform. Click HERE to watch.

Q: What if I have more questions about the new Healthcare Support Platform?

A: Send an email to hc.support@nuance.com

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