Nuance Partial IT Outsourcing Comments

 
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AMS & Help Desk 2018:
Which Firms Are Exceeding Expectations and How?
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User Commentary

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Manager

Other Observations

We are still using Nuance's service, but there have been discussions about losing that service. We...

Sep 2020
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Manager

Relationship

Nuance has been very supportive during COVID-19. They have stayed in contact with us and have asked...

Sep 2020
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Manager

People and Knowledge

The quality of Nuance's staff members and consultants varies. We have some really great people, and...

Sep 2020
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Manager

Project Results

Nuance is always reaching out and asking us about what new things we are doing. They stay in line...

Sep 2020
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Manager

Relationship

We have a representative that we can escalate issues to. I emailed that person to ask about some new...

Sep 2020
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Manager

Project Results

Most of the time, we are very satisfied with Nuance. We are probably more satisfied now than we were...

Sep 2020
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CMIO

Project Results

Our work with Nuance went really well and was very well received by our end users. We weren’t able...

Aug 2020
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CMIO

Tools and Methodology

During the project launch, Nuance worked really closely with our existing training and help desk...

Aug 2020
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CMIO

Tools and Methodology

Nuance sends reports with information about the categorization of calls, trends we are seeing, and...

Aug 2020
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CMIO

Relationship

Nuance works really well with us on things that we roll out. We coordinate with the vendor so that...

Aug 2020
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CMIO

Project Results

When we were doing our RFP, Nuance was not my top choice. I thought they were probably a little bit...

Aug 2020
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VP/Other Executive

Relationship

Nuance came in after COVID-19 and set up the physician and consumer help desk very quickly. They...

Aug 2020
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VP/Other Executive

Tools and Methodology

Every week, we get a detailed report from Nuance. The report shows us the top questions from...

Aug 2020
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VP/Other Executive

Sales and Contracting

The one knock I have on Nuance is how often my interactions with them include a sales pitch. I am...

Aug 2020
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Manager

Tools and Methodology

The help desk is a full team that works at different intervals so that there is a 24/7 phone line....

Aug 2020
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Manager

Tools and Methodology

Nuance was super adaptable. We had a situation, and Nuance immediately jumped on board as our...

Aug 2020
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Manager

Tools and Methodology

We provide surveys following all of the unique service desk calls and virtual training sessions. The...

Aug 2020
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Manager

Tools and Methodology

The actual support is really good. The training during the end-user interactions tends to be really...

Aug 2020
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Manager

Tools and Methodology

Nuance could improve their ability to parse out trends and use data to understand the common pain...

Aug 2020
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Manager

Other Observations

The vendor is very flexible when it comes to ad hoc project apps. They tend to not nickel-and-dime....

Aug 2020
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Manager

Tools and Methodology

The vendor’s help desk completely exceeds our expectations. We see some outlier tickets when...

Aug 2020
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Manager

Tools and Methodology

The project management staff members tend to not come to the table with their own solutions on how...

Aug 2020
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Manager

Tools and Methodology

We have a good partnership. The vendor is definitely willing to help us out with quite a lot. We...

Aug 2020
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Manager

Tools and Methodology

The service desk is really effective. The vendor could improve by giving us recommendations on how...

Aug 2020
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Manager

Tools and Methodology

The vendor needs to be more autonomous with their ability to expand their services. One of our...

Aug 2020
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Physician

Tools and Methodology

We use Nuance for customer support services. When we went live, there wasn't a lot of initial volume...

Jul 2020
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Physician

Relationship

The service is on a limited scope. We didn't have a chance to really use Nuance's services much when...

Jul 2020
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Physician

People and Knowledge

Overall, Nuance's service is good. They hire people specifically for the job. That has been a...

Jul 2020
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Physician

Tools and Methodology

The vendor's team includes people who have been managers in other healthcare institutions. Those...

Jul 2020
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Physician

Tools and Methodology

I would absolutely buy Nuance's services again. We were doing things internally at first, and that...

Jul 2020
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Physician

ROI and Cost

The vendor doesn't charge for every little thing. Our contract is pretty straightforward. We pay per...

Jul 2020
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Physician

Relationship

I wouldn't say that Nuance has exceeded our expectations, but they have met our expectations. They...

Jul 2020
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Physician

Relationship

I would rate Nuance high for their responsiveness. Whenever we have an issue, they are quick to join...

Jul 2020
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Physician

Other Observations

I would rate Nuance's leaders higher than the overall call center people. The leaders have been very...

Jul 2020
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Physician

Other Observations

One thing that is challenging is that the system that Nuance supports isn't really designed for our...

Jul 2020
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Physician

Other Observations

Nuance's services are very limited at our organization. There hasn't been a lot of change or effort...

Jul 2020
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Physician

Relationship

I would rate the strength of our partnership with Nuance high. They have been very available. I...

Jul 2020
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Physician

Tools and Methodology

There isn't a complete lack of reporting from Nuance, but the granularity sometimes doesn't allow us...

Jul 2020
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Physician

Project Results

We get value for what we pay for Nuance's services. In order to internally build the same level of...

Jul 2020
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Manager

Tools and Methodology

Nuance has been very helpful through the COVID-19 crisis. Our call volumes really increased, and...

Jun 2020
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Manager

ROI and Cost

Nuance avoids charging us for every little thing. In fact, they renegotiated their contract without...

Jun 2020
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Manager

Other Observations

Nuance consistently exceeds our expectations. There have been a few instances, not many, when they...

Jun 2020
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Manager

Other Observations

Nuance is very responsive and closely engaged with us. We meet on a regular basis with Nuance, and...

Jun 2020
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Manager

Project Results

We want to understand the patient experience. The problem is that the data Nuance provides in...

Jun 2020
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Manager

People and Knowledge

For the most part, Nuance’s staff is great. Some of the staff members just don’t catch on that fast,...

Jun 2020
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VP/Other Executive

Other Observations

The strength of our partnership with Nuance is good. There are some instances when Nuance could be a...

Jun 2020
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VP/Other Executive

Tools and Methodology

Nuance has certainly been a lifesaver and has allowed our staff to focus on COVID-19. The vendor...

Jun 2020
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VP/Other Executive

ROI and Cost

Nuance's support and services are pretty cut and dried. There is a fee per call, and that fee is...

Jun 2020
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VP/Other Executive

Project Results

Nuance has been pretty good. I haven't heard about many issues. The vendor has exceeded our expectations....

Jun 2020
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VP/Other Executive

Tools and Methodology

Nuance's executives have been a bit more hands off. I would like to see more executive engagement...

Jun 2020
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VP/Other Executive

ROI and Cost

Nuance made the contracting piece very simple. They had very competitive rates right out of the...

Jun 2020
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VP/Other Executive

Relationship

Nuance is a little more detached. We signed the contract, and then they handed us off to the...

Jun 2020
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Manager

Tools and Methodology

Nuance holds multiple applications that we have been interested in or have looked into. Their help...

May 2020
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Manager

Relationship

Nuance has exceeded my expectations. The transition to Nuance was strictly business. There was no...

May 2020
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Manager

Tools and Methodology

Nuance quickly acts on any suggestions I have had, including reporting and how we work together to...

May 2020
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Manager

People and Knowledge

Nuance has been a great partner with us. They are knowledgeable and helpful, and they do a great job...

Mar 2020
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Manager

Relationship

Nuance has been a great partner; they frequently meet with the leadership team to see ways that they...

Feb 2020
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Manager

Relationship

The solution drives tangible outcomes. It is really used for physician dictation. The vendor is a...

Feb 2020
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Manager

Other Observations

Improvement opportunities had to start with me. The time that I spent with Nuance going through...

Dec 2019
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Manager

Other Observations

Nuance often gets questions that they can't answer, and they don't charge us for sending those...

Dec 2019
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Manager

Other Observations

I want to know how Nuance handles processes and uses data. Nuance is good for people who are looking...

Dec 2019
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Manager

Tools and Methodology

Our patients are calling the help desk to give feedback. Usability is the reason we are outsourcing...

Dec 2019
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Manager

Project Results

Our users can call Nuance directly for support. We have a high monthly call volume. Nuance has a...

Dec 2019
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Manager

Other Observations

We have regular calls with Nuance. We keep their team up to speed with our team. We have SLAs, and...

Dec 2019
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Manager

Other Observations

Executive involvement has been an issue since Nuance took over, but I have a really good...

Dec 2019
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Manager

Tools and Methodology

I would like to see Nuance better use the data to drive insights that could help with the usability...

Dec 2019
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Manager

Relationship

Nuance is great. They are very responsive, and we have a great relationship with them. We have been...

Oct 2019
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Manager

Relationship

In the past, our service desk used to do support for our patient portal, and these people didn't...

Oct 2019
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Manager

Tools and Methodology

Nuance drives visibility by providing us with data every month, and they share how many calls they...

Oct 2019
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Manager

Relationship

I have randomly called to make sure that the phone gets answered by Nuance's team, and there is...

Oct 2019
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Manager

Lessons Learned

We want to start a navigation center where people will answer patient calls across the enterprise...

Oct 2019
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Manager

Relationship

Nuance has done a great job for us. They had been working with many other clients that use MyChart,...

Oct 2019
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Manager

Tools and Methodology

We haven’t figured out how to route billing questions internally without going through the help...

Oct 2019
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Manager

Project Results

When I first heard about the idea of a remote help desk from Nuance years ago, I really liked the...

Sep 2019
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Manager

Tools and Methodology

The support that I received during our first project was the same as, if not superior to, the...

Sep 2019
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Manager

Sales and Contracting

One of the things that our organization must consider going forward is the cost of Nuance. What we...

Sep 2019
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Manager

Tools and Methodology

Nuance has the right idea. Some other companies have said they do certain things, but then once we...

Sep 2019
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Manager

Tools and Methodology

We have worked out some technical algorithms with Nuance. They have been responsive and fairly...

Sep 2019
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Manager

Other Observations

On multiple occasions during calls, I have heard a dog barking in the background. That is an example...

Sep 2019
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Manager

Tools and Methodology

I would probably use Nuance's services again. They do a good enough job. There is a lot of algorithm...

Sep 2019
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Manager

Tools and Methodology

If I were Nuance, I would provide organizations with broader themes and richer analytics. I don't...

Sep 2019
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Manager

Other Observations

I don't know who the executives are. I just know who our representative is.

Sep 2019
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Manager

Win/Loss - Why they were selected (by current clients)

We chose Nuance because they have a relationship with and knowledge of another vendor that we use....

Sep 2019
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Manager

ROI and Cost

We have been working on our call resolution time over the past year. It is our desire to have...

Sep 2019
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CMIO

Relationship

I have great relationships with the executives, who reach out to me routinely just to check in. They...

Sep 2018
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CMIO

Project Results

My expectations were exceeded. We made a big transition removing some of the at-the-elbow people and...

Sep 2018
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CMIO

People and Knowledge

Nuance has been very receptive to constructive feedback. There have been several instances when they...

Sep 2018