Proactive Engagement—Omni-channel customer engagement success stories

Best practices that lead to better patient engagement.

How one leading healthcare provider enhanced the patient experience and improved key metrics.

Company profile

The move to tie financial reimbursements to key clinical quality measures (CQMs) is driving healthcare organizations to engage patients in new ways. The emphasis is no longer on the volume of patients seen, but on the quality of care provided.

Download success story View all success stories

We are getting the most amazing feedback from our patients. We used to get a couple of comments a month [about the quality and helpfulness of the automated messages], now we get several per day.

Call Center Director
Leading Pioneer ACO


  • Simultaneously improve patient engagement and missed appointment rates while further increasing quality measure compliance


  • Nuance Proactive Engagement Platform
  • Orchestrate voice and text channels to improve patient reach, ensure each message is immediately actionable to improve engagement, leverage high quality voice talent, personalization and patient preference ti improve patient experience.


  • 126% increase in patient engagement
  • 25% reduction in missed appointments
  • $2.3M in revenue value from freed-up appointments
  • Up to 9% improvement on CQM results
  • 2% improvement in patient satisfaction scores


Learn how Nuance can help
differentiate your business with omni‑channel customer engagement solutions powered by AI.

   United States & Canada