Healthcare Customer Experience Software

Orchestrate the entire patient journey

Transform every interaction into a moment of care with secure, AI-powered solutions—bridging the gap between clinical systems and operational excellence for providers and payers.

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Trusted by healthcare systems & payers worldwide

Turn fragmented journeys into connected care

Patients and members expect healthcare to feel consumer grade—fast answers, seamless digital access, and proactive updates. NiCE CXone unifies AI agents, workflow orchestration, analytics, and workforce engagement on one secure platform to deliver connected experiences from appointment scheduling to claims resolution.

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Orchestrated journeys on every channel

Support patients on any channel with always-on, AI-driven care. Use Agentic AI and proactive outreach to anticipate needs and keep care plans on track across every interaction.

A unified "Connective Tissue"

Bridge the clinical (EHR) and operational gap using a single, cohesive platform for the healthcare ecosystem, to reduce repetition and streamline scheduling, referrals, and member inquiries.

Autonomous care and proactive outcomes

Solve complex workflows autonomously, from claims to appointment prep. Handle 90% of journeys without human intervention, closing care gaps through intelligent, proactive communication.

Trusted, secure, and HIPAA-ready

Protect PHI with robust encryption and monitoring built for HIPAA-regulated workflows. Scale digital engagement securely while building organizational trust through a secure, enterprise-grade platform.

Experience the future of patient interaction

CXone helps healthcare organizations deliver faster, more secure support—so every patient interaction feels personal, proactive, and focused on care.

Powering healthcare, one moment of care at a time

Healthcare touches every part of life. We help make those moments seamless—for patients, members, and the teams who support them.

Success stories

Real results from customer-centric brands

Recognition from trusted industry experts

Leading analyst firms consistently highlight NiCE for innovation, leadership, and measurable business impact.

Ranked

#1

Everest Group
Contact Center-as-a-Service PEAK Matrix® Assessment 2025

A consecutive leader

11X

Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS)

A leader in

2

2025 Gartner® Magic Quadrant™ Reports for Conversational AI Platforms and CCaaS

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Resources to move your healthcare organization forward

Get expert insights and best practices for elevated service and health outcomes.

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Ready to experience the power of one platform?

Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

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Frequently Asked Questions

CXone delivers AI-powered customer experience (CX) solutions for healthcare—helping providers and payers connect patient and member interactions across every channel. It unifies digital self-service, routing, agent assist, analytics, and workflow automation so teams can resolve more in the moment, with better continuity and lower effort.

Healthcare journeys are complex—spanning clinical systems, operational platforms, and multiple service teams. CXone brings AI agents, workflow orchestration, and workforce engagement together in one platform, reducing vendor patchwork and helping organizations deliver consistent experiences end-to-end.

CXone helps organizations reduce friction at the front door by enabling digital-first self-service, intelligent callbacks, and guided support for common requests like scheduling, registration, referrals, and directions—while preserving context for staff when an interaction needs a human touch.

Yes. CXone is built to integrate through APIs and pre-built integrations to connect with systems of record and operational platforms. Many healthcare organizations connect CX workflows with major EHRs and enterprise tools so agents and AI can act with the right context and complete tasks faster.

NiCE offers solutions for processing, transmitting, and storing protected health information (PHI). Upon request, NiCE will sign a business associate agreement (BAA) according to the services provided. CXone is designed with layered security controls—helping organizations scale omnichannel engagement while protecting privacy.

AI can resolve high-volume, repetitive requests through automated self-service, guide agents in real time, and orchestrate back-office tasks to reduce delays. This helps lower wait times, reduce transfers, and free staff to focus on complex, empathy-driven interactions that build trust.

Most organizations start with the highest-volume, lowest-risk journeys—appointment scheduling, eligibility and benefits, claim status, billing questions, password resets, and reminders—then expand into more complex workflows like prior authorization status updates and care coordination.