PACS Software Product Ranking Comparison

PACS 2025: Consistent Support & Ongoing Product Development Are Key to Customer Success) Report Cover Image

Performance

PACS 2025: Consistent Support & Ongoing Product Development Are Key to Customer Success

28 April 25

Healthcare organizations anticipate many technology changes in the PACS market, with AI and cloud platforms being top of mind. As PACS vendors work to deliver innovations, they still need to provide strong performance so organizations can deliver quality care and meet patients’ needs. In this market, two key areas impact customer success: (1) a vendor’s responsive support and proactive guidance and (2) the pace and quality of product development. Focused on traditional PACS models (front-end diagnostic viewer and a back-end archive), this report examines how well vendors meet customer needs in these areas. Performance data is broken out by two image volume groups: less than 300,000 studies per year and over 300,000 studies per year. Note: PACS solutions are just one piece of wider healthcare imaging strategies. For more information on imaging software, see KLAS’ <a href="/report/enterprise-imaging-2024-vendors-and-providers-driving-market-progress/3163" target="_blank">Enterprise Imaging 2024</a> and <a href="/report/cardiology-2025-in-a-complex-market-support-and-relationships-are-key-to-customer-satisfaction/3285" target="_blank">Cardiology 2025</a> reports.

Report Abstract

Key Findings:

Sectra Highlighted for Strong, Trusting Partnerships with Both High- & Low-Volume Customers
AGFA HealthCare Noted for Proactive Partnerships & Communication; Low-Volume Customers Appreciate INIFINITT’s Responsive Support
Fujifilm Customers Report Improved Relationships, Struggle with Updates; Merge Customers Note Inconsistent Experiences, Still Achieving Success
Customer Satisfaction with GE HealthCare & Optum Continues to Decrease Due to Slow Product Development
Intelerad Clients Feel Overcharged & Unsupported; Lack of Support & Product Development Lead Philips Clients to Replace

Performance Data

Overall Score by Product

Products Appearing in Decisions

Overall Score by Question Topic

Provider Facility Size by Product

Provider Facility Type by Product

The number of FDA-approved AI solutions for imaging has ballooned to over 300 in recent years, and during that time, adoption of various solution types (AI platforms, operational/reporting AI, and pixel AI) has also increased dramatically. Just over 50% of surveyed organizations are starting to use AI algorithms for at least one imaging use case—a significant jump from 2018, when 17% of interviewed organizations were piloting or live with an AI solution. To understand the prevalence of imaging AI adoption, this report draws from interviews with 206 US-based organizations (about 25% are imaging groups; remainder are health systems) and shares an early look at which solutions are most used and considered in this crowded market. Note that this report doesn’t explore customer satisfaction with AI solutions; KLAS intends to address this in future research. Note: This report focuses on AI used for diagnostic imaging, workflow triage, and other imaging-specific use cases. It does not cover general AI tools, including those used for ambient speech or voice recognition.

The healthcare imaging market in the US is moving to the cloud—nearly two-thirds of the 228 healthcare organizations surveyed about their cloud road map either are using the cloud for diagnostic image viewing and/or storage or are likely to start using the cloud within the next three years. As organizations transition, it is critical for them to choose a vendor that provides not only a reliable cloud solution but also strategic guidance to ensure a successful migration. Intended to help organizations considering the cloud, this report shares customer perceptions of their vendors’ readiness for the cloud, along with an overview of the state of cloud adoption in the imaging market.

The PACS market is in flux—about one in five organizations interviewed by KLAS in the last two years is planning to replace their PACS, and more report they would replace their system if given the opportunity. This market shift is driven largely by organizations (1) replacing aging/legacy technology with go-forward platforms, (2) consolidating platforms, and (3) continuing to move toward unified enterprise imaging strategies. Organizations replacing their PACS are seeking vendor partners with a vision for the future and a strong commitment to innovation. This report examines 90 recent PACS purchase decisions validated by KLAS between September 2021 and September 2023 to understand why certain vendors are being considered, selected, and replaced in this dynamic market.

PACS

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