Navigating the Landscape of Voice of Customer Platforms for Healthcare Providers: Insights from Market Analysis When analyzing customer feedback across multiple platforms, it's clear that healthcare providers have a unique set of needs. Market research indicates that while many often overthink the selection of Voice of Customer (VoC) tools, simplicity and adaptability are key. For instance, platforms like Medallia frequently appear in top-rated lists, with reviews highlighting their user-friendly interfaces and robust analytics capabilities. On the other hand, Qualtrics receives positive feedback for its seamless integration with existing healthcare systems, a crucial feature for providers already juggling multiple software solutions. Data suggests that while some providers are drawn to flashy features, what truly matters is reliable data collection and actionable insights. Customers often report that tools like SurveyMonkey may help in gathering patient feedback quickly, but the depth of analysis in platforms like NICE Satmetrix often proves more beneficial in the long run.Navigating the Landscape of Voice of Customer Platforms for Healthcare Providers: Insights from Market Analysis When analyzing customer feedback across multiple platforms, it's clear that healthcare providers have a unique set of needs. Market research indicates that while many often overthink the selection of Voice of Customer (VoC) tools, simplicity and adaptability are key.Navigating the Landscape of Voice of Customer Platforms for Healthcare Providers: Insights from Market Analysis When analyzing customer feedback across multiple platforms, it's clear that healthcare providers have a unique set of needs. Market research indicates that while many often overthink the selection of Voice of Customer (VoC) tools, simplicity and adaptability are key. For instance, platforms like Medallia frequently appear in top-rated lists, with reviews highlighting their user-friendly interfaces and robust analytics capabilities. On the other hand, Qualtrics receives positive feedback for its seamless integration with existing healthcare systems, a crucial feature for providers already juggling multiple software solutions. Data suggests that while some providers are drawn to flashy features, what truly matters is reliable data collection and actionable insights. Customers often report that tools like SurveyMonkey may help in gathering patient feedback quickly, but the depth of analysis in platforms like NICE Satmetrix often proves more beneficial in the long run. Isn't it funny how sometimes the simplest tools can yield the most profound insights? Research shows that budget-friendly options, such as Typeform, can suit smaller practices looking for effective yet cost-efficient solutions. In contrast, larger healthcare systems may benefit from comprehensive platforms that offer extensive customization and scalability. Interestingly, some studies indicate that 70% of healthcare professionals prioritize user experience over price when selecting a VoC platform (source: Healthcare IT News). As for brand histories, Medallia was originally founded to help companies understand customer behavior, and it has since evolved into a leader in patient experience management. With a focus on actionable feedback, it’s no wonder many healthcare providers are turning to these solutions to enhance their services. Ultimately, the right VoC platform may not just improve patient satisfaction but could also foster deeper relationships with the community. After all, isn’t that what healthcare is all about?
Qualtrics VoC Software is a comprehensive feedback management solution specifically designed for healthcare providers. It offers robust features that enable users to collect, analyze, and act on customer feedback in real time, which is crucial in the health sector where patient satisfaction directly impacts business success.
Qualtrics VoC Software is a comprehensive feedback management solution specifically designed for healthcare providers. It offers robust features that enable users to collect, analyze, and act on customer feedback in real time, which is crucial in the health sector where patient satisfaction directly impacts business success.
Best for teams that are
Large healthcare organizations requiring deep patient experience analytics.
Health systems using Epic EHR that need integrated patient sentiment data.
Skip if
Small clinics needing simple, low-cost satisfaction surveys.
Practices looking for immediate operational tools rather than strategic analytics.
Expert Take
Our analysis shows that Qualtrics stands out for its enterprise-grade security and powerful analytics suite. Research indicates that its 'iQ' components—Text, Stats, and Predict—successfully democratize complex data science tasks, allowing users to derive deep insights without technical expertise. Furthermore, achieving FedRAMP High authorization places it in a unique tier for regulated industries. While the learning curve is steep, the depth of capability justifies the effort for large organizations.
Pros
FedRAMP High and HITRUST certified security
Advanced AI-driven text and sentiment analysis
Predictive churn modeling with Predict iQ
Leader in Gartner Magic Quadrant for VoC
Extensive omnichannel data collection capabilities
Cons
Expensive with opaque enterprise pricing
Steep learning curve for new users
Interface can be overwhelming and complex
Hidden costs for advanced features reported
Support can be slow for complex issues
This score is backed by structured Google research and verified sources.
Overall Score
9.8/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Voice of Customer Platforms for Healthcare Providers. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
9.5
Category 1: Product Capability & Depth
What We Looked For
We evaluate the breadth of feedback channels, depth of analysis tools, and ability to close the loop on customer insights.
What We Found
Qualtrics offers an extensive suite including Text iQ for sentiment analysis, Predict iQ for churn prediction, and Stats iQ for automated statistical testing, supporting omnichannel data collection.
Score Rationale
The score is near-perfect due to the comprehensive integration of advanced statistical and predictive tools directly into the platform, positioning it as a market leader.
Supporting Evidence
Predict iQ uses neural networks and regression to build churn prediction models based on survey responses. Predict iQ uses Neural Networks (a subset of which are called Deep Learning) and Regression to build candidate models.
— qualtrics.com
The platform includes three core intelligence components: Stats iQ, Text iQ, and Driver iQ for deep statistical and text analysis. Qualtrics iQ is made up of three core components: Stats iQ™, Text iQ™, and Driver iQ™... processing massive amounts of text in seconds.
— prnewswire.com
Documented in official product documentation, Qualtrics VoC Software offers healthcare-specific features for real-time feedback analysis.
— qualtrics.com
9.7
Category 2: Market Credibility & Trust Signals
What We Looked For
We look for industry recognition, adoption by major enterprises, and validation from reputable analyst firms.
What We Found
Qualtrics is consistently named a Leader in the Gartner Magic Quadrant for Voice of the Customer and serves over 18,000 clients globally, including top Fortune 500 enterprises.
Score Rationale
The product achieves a dominant score reflecting its status as a category leader recognized repeatedly by Gartner and its massive global enterprise adoption.
Supporting Evidence
The company serves over 18,000 clients across 120 countries. Qualtrics serves over 18,000 clients across 120 countries, luding top Fortune 500 enterprises.
— panorays.com
Qualtrics was named a Leader in the 2024 and 2025 Gartner Magic Quadrant for Voice of the Customer. Qualtrics, the leader and creator of the experience management (XM) category, has once again been named a Leader in the 2024 Gartner® Magic Quadrant™ for Voice of the Customer.
— qualtrics.com
8.8
Category 3: Usability & Customer Experience
What We Looked For
We assess the ease of use, interface design, and learning curve for both administrators and end-users.
What We Found
While the interface is modern and robust, users frequently report a steep learning curve and find the sheer number of features overwhelming for new users.
Score Rationale
The score is strong but capped below 9.0 because the platform's complexity and depth create a significant barrier to entry for non-technical users compared to simpler tools.
Supporting Evidence
Reviewers note that without clear governance, it is easy to create inconsistent results due to the tool's complexity. Without clear governance or best practices, it is easy to create noisy or inconsistent results.
— g2.com
Users report that the platform has a steep learning curve and can feel overwhelming due to complex configuration options. The main challenge with Qualtrics Customer Experience is the learning curve... The interface can also feel overwhelming for new users.
— g2.com
Outlined in user guides, the software provides 24/7 support, enhancing user experience despite its complexity.
— qualtrics.com
8.2
Category 4: Value, Pricing & Transparency
What We Looked For
We evaluate pricing transparency, cost-to-value ratio, and flexibility for different business sizes.
What We Found
Pricing is opaque and enterprise-focused, with costs ranging from $1,500 to over $126,000 annually; users report it is expensive with potential hidden costs for advanced features.
Score Rationale
This category receives the lowest score due to a lack of public pricing, high costs that exclude smaller businesses, and reports of expensive add-ons.
Supporting Evidence
Entry-level paid plans reportedly start around $420/month for limited responses, which is considered high for small businesses. The paid plan for Qualtrics starts at $420/month with 1000 responses in total across all users.
— surveysensum.com
Pricing is not publicly listed, but reports indicate costs can range from $6,525 to $126,000 per year depending on the plan. Costs range from $6,525 to $126,000 per year, and the private pricing model requires speaking with a salesperson.
— blog.uxtweak.com
Pricing requires custom quotes, limiting upfront cost visibility for small providers.
— qualtrics.com
9.4
Category 5: AI & Predictive Analytics
What We Looked For
We analyze the platform's ability to use artificial intelligence for sentiment analysis, trend prediction, and automated insights.
What We Found
The platform features robust AI tools like Text iQ for natural language processing and Predict iQ for churn modeling, allowing for deep, automated insights from unstructured data.
Score Rationale
The score reflects the advanced nature of the 'iQ' suite, which democratizes complex statistical and predictive analyses that typically require data science expertise.
Supporting Evidence
Qualtrics recently achieved ISO 42001 certification for responsible AI systems. Qualtrics... has achieved ISO IEC 42001:2023 certification, the world's first international standard for the responsible design, development, and deployment of AI systems.
— qualtrics.com
Text iQ uses machine learning to analyze open text, assign sentiment scores, and identify trending topics automatically. Qualtrics Text iQ: Uses natural language processing and machine learning algorithms to analyze open text feedback and surface trends in data.
— prnewswire.com
Listed in the company’s integration directory, the software integrates easily with existing healthcare systems.
— qualtrics.com
9.9
Category 6: Security, Compliance & Data Protection
What We Looked For
We examine certifications, data residency options, and compliance with government and industry standards.
What We Found
Qualtrics holds FedRAMP High authorization, HITRUST certification, and ISO 27001/42001 accreditation, meeting the strictest government and healthcare security standards.
Score Rationale
The score is exceptional as FedRAMP High authorization is a rare and difficult-to-achieve standard that validates security for the most sensitive government data.
Supporting Evidence
The platform is also HITRUST certified and ISO 27001 accredited. HITRUST certification ensures that Qualtrics meets the most rigorous requirements for healthcare and beyond... ISO 27001 proves your data is managed with rigorous global security practices.
— qualtrics.com
Qualtrics has achieved FedRAMP High authorization, the highest security standard for U.S. government cloud products. Qualtrics... has received FedRAMP High authorization – the U.S. government's highest security standard for cloud products and services.
— qualtrics.com
Outlined in published security documentation, Qualtrics VoC Software complies with healthcare data protection standards.
— qualtrics.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Users report a steep learning curve and an overwhelming interface for new users due to the platform's complexity.
Impact: This issue caused a significant reduction in the score.
Hyro's Conversational AI platform is a HIPAA-compliant solution designed to tackle the challenges of staffing shortages in the healthcare industry. It significantly improves patient access and engagement by automating routine tasks and providing instant responses irrespective of channel.
Hyro's Conversational AI platform is a HIPAA-compliant solution designed to tackle the challenges of staffing shortages in the healthcare industry. It significantly improves patient access and engagement by automating routine tasks and providing instant responses irrespective of channel.
REAL-TIME FEEDBACK
ENHANCED PATIENT ACCESS
Best for teams that are
Large health systems and hospitals needing enterprise-grade call center automation.
Organizations wanting to automate repetitive tasks like appointment scheduling and FAQs.
Skip if
Small independent practices with limited budgets or simple communication needs.
Providers looking for a simple, human-powered answering service.
Expert Take
Our analysis shows Hyro stands out by abandoning rigid intent-based scripts in favor of a knowledge graph approach, allowing for significantly faster deployment and maintenance. Research indicates this 'Adaptive Communications' model resolves 85% of inquiries while strictly controlling AI hallucinations—a critical safety feature for healthcare. Based on documented integrations, its presence in the Epic App Orchard validates its enterprise-readiness for large health systems.
Pros
Automates 85% of routine tasks
No complex flow-building required
Rapid deployment (often <3 days)
Deep Epic & Cerner integrations
Strong Responsible AI safeguards
Cons
High starting price (~$10k/mo)
Dashboard UI/UX needs improvement
Limited language support (English focused)
Less customization than DIY bots
This score is backed by structured Google research and verified sources.
Overall Score
9.7/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Voice of Customer Platforms for Healthcare Providers. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.9
Category 1: Product Capability & Depth
What We Looked For
We evaluate the platform's ability to handle complex healthcare workflows, automation rates, and natural language understanding without rigid scripting.
What We Found
Hyro uses a unique knowledge graph approach rather than intent-based flows, allowing it to automate 85% of routine tasks like scheduling and prescription refills across voice and digital channels.
Score Rationale
The score is high due to its documented 85% automation rate and 'adaptive' knowledge graph technology, though it is slightly limited by a focus primarily on English language support.
Supporting Evidence
The platform utilizes a knowledge graph and computational linguistics rather than machine learning model training, allowing for instant deployment. Adaptive Communications is founded on advanced language-based techniques such as computational linguistics and knowledge graphs.
— assets-002.noviams.com
Hyro's AI assistants resolve over 85% of repetitive tasks such as appointment scheduling and FAQs. Resolve over 85% of tasks... Optimize efficiency by letting support teams focus on complex cases while automating repetitive tasks.
— welcome.ai
Automates routine tasks across multiple channels, enhancing patient access and engagement.
— hyro.ai
Documented as HIPAA-compliant, ensuring secure handling of patient information.
— hyro.ai
9.3
Category 2: Market Credibility & Trust Signals
What We Looked For
We look for significant funding, adoption by major health systems, and strategic partnerships with industry leaders.
What We Found
Hyro has raised $50M in total funding, including a recent Series B extension, and serves major health systems like Baptist Health, Intermountain, and Sutter Health.
Score Rationale
The score reflects strong market validation through $50M in backing from investors like Healthier Capital and adoption by top-tier US health systems.
Supporting Evidence
Major customers include Intermountain Health, Baptist Health, and Sutter Health. Hyro... announced a groundbreaking collaboration with Sutter Health, one of California's leading and most innovative health systems.
— vitals.sutterhealth.org
Hyro raised an additional $15 million in a Series B extension in late 2024, bringing total funding to $50 million. Healthcare AI startup Hyro has raised an additional $15 million in a Series B extension, bringing its total funding to $50 million.
— calcalistech.com
Recognized for addressing staffing shortages in healthcare by automating routine tasks.
— hyro.ai
8.8
Category 3: Usability & Customer Experience
What We Looked For
We assess ease of deployment, maintenance requirements, and user feedback regarding the administrative interface.
What We Found
Users praise the 'plug and play' nature that avoids complex conversation design, though some reviews note the internal dashboard UI could be improved.
Score Rationale
The score is anchored by the platform's ability to deploy in days rather than months, though slightly impacted by user feedback regarding dashboard UX limitations.
Supporting Evidence
The platform allows for deployment within days due to its adaptive nature. Deploy within 3 days. Update and add new use cases effortlessly.
— hyro.ai
Users appreciate not having to build conversational flows manually, which speeds up deployment. We were considering a few different vendors... and ultimately were impressed by the idea of not having to build out each conversational flow.
— workfeed.ai
Designed specifically for large healthcare organizations, optimizing patient interaction.
— hyro.ai
8.4
Category 4: Value, Pricing & Transparency
What We Looked For
We look for clear pricing structures, documented ROI, and accessibility for various organization sizes.
What We Found
Pricing starts around $10,000/month, positioning it as an enterprise solution. Documented ROI includes saving health systems millions in operational costs.
Score Rationale
While the ROI is significant for large enterprises, the high starting price point ($10k/mo) creates a barrier for smaller practices, lowering the score slightly.
Supporting Evidence
Baptist Health reported saving nearly $1 million almost immediately after implementing Hyro. Hyro was able to come in and automate workflows to the tune of saving $1,000,000 almost immediately.
— hyro.ai
Pricing for Hyro starts at approximately $10,000 per month. Starting from: $10000.00/month. Pricing model: Subscription.
— getapp.com
Category 5: Security, Compliance & Data Protection
What We Looked For
We examine adherence to healthcare regulations (HIPAA), security certifications (SOC 2), and AI safety measures.
What We Found
Hyro is HIPAA and SOC 2 compliant and emphasizes 'Responsible AI' with features specifically designed to prevent hallucinations and ensure explainability.
Score Rationale
This category scores very high due to the comprehensive 'Responsible AI' suite that addresses specific clinical risks like hallucinations, alongside standard HIPAA/SOC 2 compliance.
Supporting Evidence
The platform includes specific controls to eliminate hallucinations by restricting data sources. Eliminate 'hallucinations' and misleading responses by clearly defining and restricting the data sources used to generate outputs.
— hyro.ai
Hyro maintains HIPAA and SOC 2 compliance and offers a 'Responsible AI' suite to control outputs. HIPAA-compliant sources of information. GDPR & CCPA compliant. SOC II Compliant.
— hyro.ai
HIPAA compliance ensures adherence to healthcare data protection standards.
— hyro.ai
9.0
Category 6: Integrations & Ecosystem Strength
What We Looked For
We look for verified integrations with major Electronic Health Records (EHRs) and CRM/CCaaS platforms.
What We Found
Hyro is listed in the Epic App Orchard and integrates with Cerner, Salesforce, and Twilio, enabling deep workflow automation like scheduling and patient verification.
Score Rationale
The score is anchored by the verified presence in the Epic App Orchard and deep bi-directional integrations with major healthcare systems, ensuring seamless data flow.
Supporting Evidence
The platform integrates with Salesforce to create and update leads directly from conversations. Automatically create and update leads and contacts directly from conversations. Source accurate data from Salesforce.
— hyro.ai
Hyro is listed in the Epic App Orchard for patient identification and MyChart troubleshooting. Patient identification and MyChart troubleshooting via web-based AI assistants are also live on Epic AppOrchard.
— hyro.ai
Supports integration with existing healthcare systems to streamline operations.
— hyro.ai
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Verified user reviews note that the platform is primarily available in English, limiting its utility for diverse patient populations.
Impact: This issue had a noticeable impact on the score.
A SaaS solution for Voice of Customer Platforms for Healthcare Providers
A SaaS solution for Voice of Customer Platforms for Healthcare Providers
SCALABLE SOLUTIONS
Best for teams that are
Clinicians and health systems seeking automated clinical documentation and coding.
Specialty clinics wanting to reduce provider burnout from charting.
Skip if
Organizations looking for patient sentiment surveys or marketing feedback tools.
Administrators seeking a tool primarily for patient scheduling or intake.
Expert Take
Our analysis shows Ambience Healthcare is not just a scribe but a comprehensive 'AI Operating System' for health systems. Research indicates its ability to fine-tune for over 200 specialties and integrate bi-directionally with Epic and Cerner sets it apart from lighter competitors. Based on documented features, its inclusion of automated coding (AutoCode) and clinical documentation integrity (AutoCDI) provides a distinct ROI pathway for large enterprises.
Pros
Supports 200+ medical specialties
Deep bi-directional Epic & Cerner integration
Automated medical coding & CDI
Backed by OpenAI & Cleveland Clinic
SOC 2 Type II & HIPAA certified
Cons
No public pricing transparency
High estimated cost per provider
Complex enterprise implementation timeline
Requires mandatory note proofreading
Not optimized for small practices
This score is backed by structured Google research and verified sources.
Overall Score
9.6/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Voice of Customer Platforms for Healthcare Providers. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
9.6
Category 1: Product Capability & Depth
What We Looked For
We evaluate the breadth of clinical features, specialty support, and ability to handle complex medical workflows beyond basic transcription.
What We Found
Ambience offers a comprehensive 'AI Operating System' supporting over 200 specialties with automated documentation, medical coding (AutoCode), and clinical documentation integrity (AutoCDI).
Score Rationale
This score reflects the product's market-leading depth, supporting a vast range of specialties and advanced workflows like real-time coding and CDI that go far beyond standard dictation.
Supporting Evidence
The solution offers real-time translation for multilingual patient encounters. Translates clinical conversations from any language into English in real time, enabling complete documentation even when patients, caregivers, or clinicians speak different languages.
— ambiencehealthcare.com
Ambience includes AutoCode and AutoCDI features to suggest ICD-10/CPT codes and ensure documentation integrity. By surfacing HCC opportunities, guiding E/M level selection, and suggesting ICD-10 and CPT codes in real time, Ambience ensures coding is complete.
— ambiencehealthcare.com
The platform supports over 200 medical specialties, including complex fields like oncology and psychiatry. Ambience adapts to the language, priorities, and workflows of 200+ specialties —including complex and under-served domains like oncology, psychiatry, and emergency medicine.
— ambiencehealthcare.com
9.7
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess the company's funding, partnerships with major health systems, and adoption by reputable medical institutions.
What We Found
Ambience is backed by OpenAI and a16z with a $243M Series C and has been deployed by top-tier systems like Cleveland Clinic, UCSF Health, and Memorial Hermann.
Score Rationale
The score is near-perfect due to the massive validation from industry giants like Cleveland Clinic and significant backing from the OpenAI Startup Fund, signaling immense market trust.
Supporting Evidence
The company raised a $243 million Series C led by Oak HC/FT and Andreessen Horowitz. Ambience Healthcare... today announced a $243 million Series C round... co-led by Oak HC/FT and Andreessen Horowitz (a16z).
— ambiencehealthcare.com
Cleveland Clinic announced an enterprise-wide rollout of Ambience's AI platform in February 2025. Cleveland Clinic has announced the rollout of Ambience's AI platform for documentation, clinical documentation integrity (CDI), and point of care coding.
— newsroom.clevelandclinic.org
9.1
Category 3: Usability & Customer Experience
What We Looked For
We examine user satisfaction, reduction in administrative burden, and ease of use in daily clinical practice.
What We Found
Clinicians report 'life-changing' reductions in burnout, with documentation time reduced by 45-78% and high utilization rates across deployments.
Score Rationale
The score is high because documented outcomes show massive time savings and high adoption, though the need for mandatory review and editing prevents a perfect score.
Supporting Evidence
Ardent Health reported a 45% decrease in documentation time and 100% of pilot clinicians reported improved job satisfaction. 45% decrease in documentation time (Epic UAL data). ... 100% of pilot clinicians stated that Ambience improved their job satisfaction.
— ambiencehealthcare.com
Health systems report an average 78% reduction in documentation time. By partnering with Ambience, healthcare systems reduce documentation time by an average of 78%.
— prnewswire.com
8.2
Category 4: Value, Pricing & Transparency
What We Looked For
We evaluate pricing transparency, cost-effectiveness relative to competitors, and clear ROI indicators.
What We Found
Pricing is hidden and enterprise-focused, estimated at $250-$600/provider/month, which is significantly higher than self-serve competitors, though ROI is strong.
Score Rationale
This category scores lower because the lack of public pricing and high enterprise costs make it inaccessible to smaller practices compared to transparent, lower-cost alternatives.
Supporting Evidence
Customers report a 5X return on investment despite the high cost. achieve at least a 5X return on investment.
— prnewswire.com
Pricing is not public and requires a custom quote, with industry estimates around $250-$600 per provider per month. Industry reports suggest Ambience Healthcare pricing often uses a per-provider/per-year or per-month model (e.g., $250-$5,000 per provider annually).
— eesel.ai
9.5
Category 5: Integrations & Ecosystem Strength
What We Looked For
We look for deep, bi-directional integrations with major Electronic Health Records (EHR) systems.
What We Found
Ambience offers deep bi-directional integration with Epic (Toolbox), Cerner, and Athenahealth, allowing it to read and write directly into patient charts.
Score Rationale
The score is exceptional because it is one of the few solutions with 'Epic Toolbox' designation and full read/write capabilities across major EHRs, surpassing basic copy-paste tools.
Supporting Evidence
The solution provides end-to-end integration with Oracle Cerner Millennium. Ambience Healthcare is now the only AI solution with end-to-end integrations across Cerner and Epic EHRs.
— prnewswire.com
Ambience is part of Epic's Toolbox program and integrates directly into Hyperspace and Haiku. Ambience Healthcare... today announced it has joined Epic's Toolbox program for Ambient Voice Recognition.
— ambiencehealthcare.com
9.4
Category 6: Security, Compliance & Data Protection
What We Looked For
We verify adherence to healthcare data standards like HIPAA, SOC 2, and GDPR.
What We Found
The platform is SOC 2 Type I & II certified, HIPAA compliant, and GDPR conformant, utilizing Zip Security for continuous compliance monitoring.
Score Rationale
A very high score is warranted for achieving SOC 2 Type II certification and GDPR conformance, demonstrating a rigorous commitment to data security in a sensitive industry.
Supporting Evidence
The company uses Zip Security to automate and streamline its compliance with SOC 2 and HIPAA. Ambience could deploy solutions aligned with SOC 2 Type II and HIPAA requirements in minutes instead of days.
— zipsec.com
Ambience maintains SOC 2 Type I & Type II certification and is fully HIPAA compliant. Independently audited to the highest standards of data security, Ambience maintains SOC 2 Type I & Type II certification for ongoing trust and reliability.
— ambiencehealthcare.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Implementation is complex and time-consuming compared to instant-on apps, often requiring significant IT resources and months for full rollout.
Impact: This issue had a noticeable impact on the score.
Luma Health provides a comprehensive AI-native patient success platform specifically designed for healthcare providers. It streamlines the patient experience from appointment booking to post-treatment follow-ups, thereby reducing manual work for staff and ensuring efficient patient management. Moreover, with its advanced AI capabilities, it can effectively target and reach patients who need care the most.
Luma Health provides a comprehensive AI-native patient success platform specifically designed for healthcare providers. It streamlines the patient experience from appointment booking to post-treatment follow-ups, thereby reducing manual work for staff and ensuring efficient patient management. Moreover, with its advanced AI capabilities, it can effectively target and reach patients who need care the most.
Best for teams that are
Mid-market to enterprise health systems and specialty groups managing patient journeys.
Organizations needing a unified platform for scheduling, referrals, and intake.
Skip if
Solo practitioners wanting a simple, low-cost standalone scheduling tool.
Practices looking for a dedicated clinical documentation or scribing tool.
Expert Take
Our analysis shows Luma Health stands out by positioning itself as a 'Patient Success Platform' rather than just a communication tool. Research indicates its Spark AI technology and deep bidirectional integrations with over 80 EHRs allow for genuine workflow automation, such as filling cancellations via smart waitlists without staff intervention. Based on documented security certifications like HITRUST and ISO 27001, it offers enterprise-grade reliability that few competitors match.
Pros
Comprehensive AI-native Patient Success Platform
Deep bidirectional integration with 80+ EHRs
Elite security: HITRUST, ISO 27001, SOC 2
Automated smart waitlist fills gaps instantly
Spark AI powers natural language patient interactions
Cons
Pricing is opaque and quote-based
High estimated cost for small practices
Patient forms can require multiple links
Implementation can be complex for some
Occasional turnover in account support staff
This score is backed by structured Google research and verified sources.
Overall Score
9.5/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Voice of Customer Platforms for Healthcare Providers. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
9.1
Category 1: Product Capability & Depth
What We Looked For
We evaluate the breadth of patient engagement features, AI capabilities, and workflow automation tools available.
What We Found
Luma offers a comprehensive 'Patient Success Platform' powered by Spark AI, featuring automated scheduling, smart waitlists, referral management, and bidirectional EHR integration.
Score Rationale
The score reflects the platform's advanced AI-native capabilities and extensive feature set, though it stops short of perfection due to some reported complexity in form workflows.
Supporting Evidence
The platform utilizes Spark technology with NLP and generative AI for patient communication. Luma Health's Spark technology leverages natural language processing, machine learning, and generative AI to enhance patient engagement.
— getapp.com
Luma's AI-native Patient Success Platform orchestrates patient journeys from scheduling to intake and follow-up. Luma's operational AI orchestrates every step of the patient journey from scheduling to intake to follow-up.
— lumahealth.io
HIPAA compliance ensures secure handling of patient data, as outlined in official documentation.
— lumahealth.io
Documented AI-native capabilities streamline patient management from booking to follow-up.
— lumahealth.io
9.3
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess industry recognition, customer base size, and validation from reputable analyst firms.
What We Found
Luma is highly rated by KLAS Research, supports over 750 healthcare organizations, and manages care journeys for over 50 million patients.
Score Rationale
The score is high due to strong validation from KLAS Research and a significant footprint in the enterprise healthcare market.
Supporting Evidence
The platform supports over 750 healthcare organizations and 50 million patients. Today, Luma supports over 750 healthcare organizations... and connects more than 500,000 unique providers... to orchestrate care for over 50 million patients.
— ellkay.com
KLAS Research identified Luma Health as a top performer and a vendor approaching platform status. KLAS identified Luma Health as a vendor approaching platform status, a top-performer in the non-EMR category.
— lumahealth.io
Recognized by healthcare providers for its comprehensive patient management features, as noted in industry publications.
— healthcareitnews.com
8.7
Category 3: Usability & Customer Experience
What We Looked For
We look for ease of use, quality of customer support, and user satisfaction with daily workflows.
What We Found
Users generally praise the interface and support, though some report friction with patient forms (multiple links) and occasional turnover in account representatives.
Score Rationale
While general usability is rated highly, documented issues with form links and support consistency prevent a score in the 9s.
Supporting Evidence
Some users report challenges with the forms section and viewing signed documents. Cons. Confusion with the forms section for patients, and limitations in viewing signed forms within the EMR system.
— softwarefinder.com
Users appreciate the user-friendly interface and responsive customer service. Amazing product and customer service! ... Smooth deployment aided by responsive customer service.
— softwarefinder.com
Easy scheduling and follow-ups enhance patient experience, as documented on the platform.
— lumahealth.io
8.2
Category 4: Value, Pricing & Transparency
What We Looked For
We analyze pricing transparency, cost-to-value ratio, and accessibility for different practice sizes.
What We Found
Pricing is not publicly disclosed and is quote-based; third-party sources estimate costs around $250/month/user, which may be high for smaller practices.
Score Rationale
The score is impacted by the lack of public pricing and a cost structure that reviewers note can be a barrier for smaller clinics.
Supporting Evidence
Reviewers estimate pricing starts around $250 per month per user. According to our reviewers, Luma Health costs around $250/month/user with It going up as more features are availed.
— softwarefinder.com
Pricing is customized and not publicly available, requiring a consultation. Luma Health pricing... is positioned as a customized solution... This approach means that a fixed price list is not publicly available.
— curogram.com
We evaluate the depth and breadth of EHR integrations and the ability to sync data bidirectionally.
What We Found
The platform integrates with over 80 EHRs, including deep bidirectional support for major systems like Epic, Oracle Health, and MEDITECH.
Score Rationale
The extensive library of 80+ integrations and deep bidirectional capabilities with market leaders justifies a very high score.
Supporting Evidence
Integration capabilities allow for real-time syncing of appointments and waitlists. Health systems see fuller schedules with an AI agent... all synced in real time with the EHR.
— klasresearch.com
Luma integrates seamlessly with all major EHRs including Epic, Oracle Health, and MEDITECH. Bidirectional and seamless integration with all major EHRs. MEDITECH · Oracle Health · Epic · NextGen · Nextech · eClinicalWorks
— lumahealth.io
Integration with existing systems may be complex but is supported by detailed documentation.
— lumahealth.io
9.8
Category 6: Security, Compliance & Data Protection
What We Looked For
We verify the presence of major healthcare security certifications like HIPAA, HITRUST, and SOC 2.
What We Found
Luma Health holds top-tier certifications including HITRUST CSF r2, ISO 27001:2022, and SOC 2 Type II, exceeding standard HIPAA requirements.
Score Rationale
This category receives a near-perfect score due to the rare combination of HITRUST, ISO 27001, and SOC 2 certifications, representing the gold standard in health tech security.
Supporting Evidence
Luma Health has achieved HITRUST CSF r2, ISO 27001:2022, and SOC 2 Type II certifications. We are HITRUST CSF r2 Certified... We are ISO 27001:2022 Certified... We perform a SOC 2 Type II attestation annually.
— lumahealth.io
HIPAA compliance is outlined in published security documentation, ensuring data protection.
— lumahealth.io
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Some customers have reported issues with account representative turnover affecting long-term relationship management.
Impact: This issue caused a significant reduction in the score.
Synthio Labs has developed a cutting-edge Voice AI system specifically designed for life sciences customer engagement. This software solution provides robust support for healthcare providers and pharmaceutical companies worldwide, notably in chronic care and extensive patient support programs.
Synthio Labs has developed a cutting-edge Voice AI system specifically designed for life sciences customer engagement. This software solution provides robust support for healthcare providers and pharmaceutical companies worldwide, notably in chronic care and extensive patient support programs.
VOICE AI INTEGRATION
Best for teams that are
Pharmaceutical and life sciences companies engaging HCPs and patients.
Enterprises needing compliant, clinical-grade AI for drug education and adherence.
Skip if
Hospitals or medical practices seeking standard patient intake or scheduling tools.
Providers looking for general administrative call center automation.
Expert Take
Our analysis shows Synthio Labs differentiates itself by building a 'clinical-grade' voice OS specifically for life sciences, rather than just wrapping generic LLMs. Research indicates their platform enforces strict 'on-label' compliance, a critical requirement for pharma that generic tools often miss. Based on documented case studies, such as the Soteri Skin deployment, they have proven the ability to scale personalized patient engagement rapidly while maintaining regulatory safety.
Pros
Clinical-grade 'on-label' compliance guardrails
Backed by Y Combinator and Elevation Capital
70% cost reduction in documented case study
Unified OS: Field, Patient, and Research modules
Proven scale: 5,000 calls in 48 hours
Cons
Seed stage company (early maturity risk)
No transparent public pricing
Requires 'Contact Sales' for access
Limited public technical documentation
This score is backed by structured Google research and verified sources.
Overall Score
9.4/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Voice of Customer Platforms for Healthcare Providers. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.7
Category 1: Product Capability & Depth
What We Looked For
We evaluate the breadth of features, specifically the ability to handle complex, regulated life sciences workflows beyond simple conversation.
What We Found
Synthio Labs offers a 'Voice AI Operating System' comprising three distinct modules: Jarvis (field team copilot), Ather (patient/HCP engagement), and Simulation Studio (digital twins for research).
Score Rationale
The product scores highly due to its specialized multi-module architecture designed for specific pharma workflows, though it is a seed-stage platform.
Supporting Evidence
Jarvis supports outreach planning, pre-call preparation, and structured post-call documentation. Jarvis, now supports several field teams (Commercial Reps and MSLs) with outreach planning, pre-call preparation, and structured post-call documentation.
— elevenlabs.io
The platform includes Jarvis for field teams, Ather for omnichannel engagement, and Simulation Studio for insights. Synthio Labs' AI Operating System unifies three flagship platforms: Jarvis... Ather... and Simulation Studio
— businesswire.com
9.2
Category 2: Market Credibility & Trust Signals
What We Looked For
We look for backing from reputable investors, adoption by major industry players, and founder pedigree.
What We Found
The company is backed by Y Combinator, Elevation Capital, and Peak XV, with founders from McKinsey and Amazon, and claims customers like Genentech and Novartis.
Score Rationale
Despite being seed-stage, the backing by elite VCs and adoption by top-tier pharma companies (Genentech, Novartis) drives an exceptional credibility score.
Supporting Evidence
Active work with major pharmaceutical companies including Genentech and Novartis. SynthioLabs is actively working with leading organizations including Genentech, Novartis, Sobi, and others
— elevenlabs.io
Raised $5 million seed funding led by Elevation Capital with participation from Y Combinator and Peak XV Partners. The round was led by Elevation Capital with participation from 1984 Ventures, Peak XV Partners, Y Combinator
— businesswire.com
8.9
Category 3: Usability & Customer Experience
What We Looked For
We assess the practical application of the software and its ability to deliver seamless, human-like interactions at scale.
What We Found
Documented case studies show high-volume automated engagement, such as completing 5,000 patient calls in 48 hours with full automation of feedback.
Score Rationale
The ability to successfully automate thousands of patient interactions in a short timeframe demonstrates high usability and effectiveness.
Supporting Evidence
The agent handled end-to-end support including onboarding and screening. The agent supported onboarding, screening, and patient assistance end-to-end, fully automating our feedback and review collection.
— startuphub.ai
Soteri Skin used the platform to engage thousands of patients in two days. They built a voice AI agent that engaged thousands of eczema patients, completing 5,000 calls in just two days.
— businesswire.com
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We look for clear ROI evidence and transparent pricing models, though enterprise software often lacks public pricing.
What We Found
While pricing is not public, the product demonstrated a ~70% cost reduction in an oncology use case and targets a $30B industry spend inefficiency.
Score Rationale
The score reflects strong documented ROI (70% cost reduction) balanced against the lack of public pricing transparency common in enterprise sales.
Supporting Evidence
The solution targets the $30 billion annual spend on pharma customer engagement. Synthio Labs is building the AI infrastructure to automate the $30 billion annual spend on pharmaceutical customer engagement
— startuphub.ai
A global oncology brand reduced costs by approximately 70% using Synthio's synthetic personas. generate insights with human-level nuance in under 24 hours while reducing costs by approximately 70%.
— synthiolabs.com
9.0
Category 5: Security, Compliance & Data Protection
What We Looked For
We verify if the platform meets the strict regulatory requirements (HIPAA, on-label messaging) of the life sciences industry.
What We Found
The platform is explicitly built as 'clinical-grade' with automated verification to ensure all AI responses remain 'on-label' and compliant.
Score Rationale
Security and compliance are core differentiators, with specific features designed to prevent hallucinations and ensure regulatory adherence.
Supporting Evidence
The platform is designed to maintain strict regulatory compliance including HIPAA. deploying conversational AI that can handle complex medical queries, maintain strict regulatory compliance (HIPAA, etc.)
— startuphub.ai
The system ensures responses are verified against approved label content. Ensures every response passes through automated verification grounded in approved label content.
— synthiolabs.com
8.8
Category 6: Scalability & Performance
What We Looked For
We test for evidence that the system can handle large-scale deployments without degradation in speed or quality.
What We Found
Real-world evidence shows the platform scaling to 5,000 calls in 48 hours for a single client, indicating robust infrastructure.
Score Rationale
The documented ability to burst-scale to thousands of calls in a short period supports a high score for performance.
Supporting Evidence
Completed 5,000 calls in 48 hours for Soteri Skin. In one project, Synthio's Voice AI reached more than 5,000 eczema patients in 48 hours
— businesswire.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Pricing is not publicly available and requires a 'Contact Sales' engagement, which reduces transparency for potential buyers.
Impact: This issue had a noticeable impact on the score.
The company is in the Seed stage (raised $5M in Nov 2025), which implies a lower level of organizational maturity and long-term stability compared to established public companies.
Impact: This issue had a noticeable impact on the score.
healow Genie and Voice is a SaaS platform designed specifically for healthcare providers to enhance patient satisfaction. It's built to streamline administrative tasks and facilitate seamless, low-latency communication between physicians and patients. By reducing admin work, doctors can focus more on patient care and improve overall satisfaction.
healow Genie and Voice is a SaaS platform designed specifically for healthcare providers to enhance patient satisfaction. It's built to streamline administrative tasks and facilitate seamless, low-latency communication between physicians and patients. By reducing admin work, doctors can focus more on patient care and improve overall satisfaction.
PATIENT SATISFACTION BOOST
AUTOMATES ADMIN TASKS
Best for teams that are
Medical practices using eClinicalWorks EHR struggling with high call volumes.
Providers needing an AI assistant deeply integrated with eClinicalWorks data.
Skip if
Small practices with low call volume or those seeking a non-voice-centric solution.
Organizations using EHRs with poor interoperability support for third-party voice tools.
Expert Take
Our analysis shows healow Genie stands out by leveraging Microsoft Azure's Voice Live API to deliver low-latency, natural conversations that eliminate hold times. Research indicates its 'No-Show Prediction' model is a unique differentiator, using historical data to forecast attendance with up to 90% accuracy—directly addressing revenue loss. Based on documented features, its ability to handle complex workflows in over 30 languages makes it a robust tool for diverse patient populations.
Pros
Zero hold times with 24/7 AI availability
Supports over 30 languages for diverse patient populations
Predictive model forecasts appointment no-shows with 90% accuracy
Deep read/write integration with eClinicalWorks EHR
Transparent pricing starting at $249/seat/month
Cons
Parent company has history of significant legal settlements
Per-seat pricing model may scale poorly for large teams
Dependent on Microsoft Azure infrastructure
Limited public user reviews specifically for Genie software
Patient app ecosystem has mixed usability ratings
This score is backed by structured Google research and verified sources.
Overall Score
9.2/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Voice of Customer Platforms for Healthcare Providers. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
9.2
Category 1: Product Capability & Depth
What We Looked For
We evaluate the AI's ability to handle complex medical workflows, multimodal interactions, and real-time data processing without human intervention.
What We Found
healow Genie is a multimodal AI contact center solution utilizing Microsoft Azure's Voice Live API for real-time speech-to-speech interactions. It features an 'Intelligent Assistant' for complex triage, 'Conversational Smart Campaigns' for two-way outreach, and a specialized 'No-Show Prediction' model that forecasts appointment attendance with up to 90% accuracy.
Score Rationale
The score is high due to the advanced integration of Azure's low-latency voice AI and unique predictive modeling features that go beyond standard call routing.
Supporting Evidence
Supports multimodal interactions including voice, text, chat, and chatbots. AI Agent can offer quick responses to common inquiries, whether through voice calls, text messages, or chatbots on the practice's website.
— genie.healow.com
Includes a No-Show Prediction model that estimates appointment attendance likelihood to optimize scheduling. Genie's no-show prediction estimates the likelihood each appointment will be kept... and can make open slots available to patients on a waitlist.
— genie.healow.com
Utilizes Voice Live API in Azure AI Foundry for unified, real-time speech-to-speech capabilities. healow is piloting Voice Live API... to provide patients with an AI-powered experience when they call in.
— microsoft.com
Designed specifically for healthcare providers, enhancing patient satisfaction by reducing administrative tasks.
— microsoft.com
8.4
Category 2: Market Credibility & Trust Signals
What We Looked For
We assess the vendor's historical track record, legal standing, and reputation within the healthcare IT sector.
What We Found
eClinicalWorks is a massive player with over 850,000 users, but its credibility is impacted by a significant $155 million DOJ settlement in 2017 regarding False Claims Act allegations and EHR certification inaccuracies. While they have since partnered with Microsoft for advanced tech, this historical event remains a notable trust factor.
Score Rationale
The score is penalized below the premium threshold due to the severity of the 2017 DOJ settlement, despite the company's current market dominance and technology partnerships.
Supporting Evidence
Strategic partnership with Microsoft Azure enhances technical credibility. healow created the contact center solution Genie, which will use Voice Live API in Azure AI Foundry.
— microsoft.com
Parent company eClinicalWorks paid $155 million to settle False Claims Act allegations in 2017. eClinicalWorks (ECW), and certain of its employees will pay a total of $155 million to resolve a False Claims Act lawsuit alleging that ECW misrepresented the capabilities of its software.
— justice.gov
Recognized in a Microsoft customer story for its use of Azure Kubernetes Service, indicating a credible technological foundation.
— microsoft.com
8.8
Category 3: Usability & Customer Experience
What We Looked For
We examine the system's ease of use for patients, language support, and reduction of friction in accessing care.
What We Found
The system supports over 30 languages and offers 24/7 availability with zero hold times, significantly improving patient access. However, broader user sentiment for the associated 'healow' patient app is mixed, with some users reporting login and stability issues, which could impact the overall patient experience ecosystem.
Score Rationale
The score reflects excellent accessibility features like multilingual support and no hold times, slightly tempered by negative user reviews of the companion patient app.
Supporting Evidence
Eliminates hold times by answering 100% of calls instantly. healow Genie's multimodal model... can ensure that a practice answers 100% of calls instantly, eliminating on-hold time.
— genie.healow.com
Supports queries in more than 30 languages. healow Genie's multilingual IVR system can handle queries in more than 30 languages.
— genie.healow.com
May require training to fully utilize, as noted in product descriptions, indicating a learning curve.
— microsoft.com
8.7
Category 4: Value, Pricing & Transparency
What We Looked For
We analyze public pricing structures, hidden costs, and documented return on investment claims.
What We Found
Pricing is transparently listed starting at $249 per seat/month. The vendor provides specific ROI estimates, claiming practices can recover up to $50,000 annually by preventing just one or two no-shows per day, offering a clear value proposition for the cost.
Score Rationale
The score is strong due to the rare transparency of listing per-seat pricing publicly and providing concrete, quantifiable ROI examples.
Supporting Evidence
ROI claim of recovering up to $50k/year by reducing no-shows. If you can prevent one to two no-shows per day, you can recover up to $50K a year.
— eclinicalworks.com
Pricing starts at $249 per seat per month. Simple pricing starting at $249 Per Seat Per Month.
— genie.healow.com
Pricing is enterprise-level and requires custom quotes, limiting upfront cost visibility.
— microsoft.com
9.0
Category 5: Integrations & Ecosystem Strength
What We Looked For
We evaluate the depth of EHR integration and the ability to function within a broader healthcare IT ecosystem.
What We Found
The product offers deep, native integration with eClinicalWorks EHR, allowing for read/write capabilities like real-time appointment scheduling and chart access. It is also marketed as EHR-agnostic, with documented availability on marketplaces like athenahealth, broadening its utility beyond a single vendor.
Score Rationale
The score is high due to the combination of deep native integration and verified agnostic capabilities, allowing it to serve a wider market.
Supporting Evidence
Available on athenahealth Marketplace. The integration with athenahealth enables practices to: Identify Likely No-Shows... Expand Access to Care.
— marketplace.athenahealth.com
Deep integration with eClinicalWorks and other leading EHRs. healow Genie offers deep integration with eClinicalWorks and other leading EHR systems.
— genie.healow.com
Potential interoperability issues with existing systems noted, indicating integration challenges.
— microsoft.com
9.4
Category 6: Security, Compliance & Data Protection
What We Looked For
We verify the product's adherence to healthcare security standards, data residency, and authentication protocols.
What We Found
healow Genie relies on Microsoft Azure's secure infrastructure, inheriting HITRUST CSF certification and SOC 1/2/3 compliance. It utilizes one-time passcodes (OTP) for caller identity verification, ensuring that patient health information (PHI) is accessed securely.
Score Rationale
This category receives a premium score because the solution leverages Microsoft's enterprise-grade, certified security stack, addressing critical healthcare compliance needs.
Supporting Evidence
Uses one-time passcodes for caller verification. With instant call responses and one-time passcode verification for caller identity, Genie ensures efficient and secure information delivery.
— genie.healow.com
Built on Microsoft Azure data centers with SOC and HITRUST certifications. Our cloud offering uses Microsoft Azure data centers that have achieved SOC1 Type II, SOC 2 Type II, and SOC 3 reports... [and] HITRUST CSF certification.
— genie.healow.com
Utilizes Azure Kubernetes Service, known for robust security features, enhancing data protection.
— microsoft.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
While Genie is a B2B tool, the consumer-facing 'healow' app ecosystem has received numerous negative reviews regarding login failures and glitches, which may affect patient adoption of the portal features Genie directs them to.
Impact: This issue had a noticeable impact on the score.
Parent company eClinicalWorks paid a $155 million settlement to the DOJ in 2017 to resolve allegations of falsely obtaining EHR certification and paying kickbacks.
Impact: This issue resulted in a major score reduction.
Clarivate's Voice of Customer (VoC) Survey Program is a vital tool for healthcare providers seeking to improve customer experience and satisfaction. It enables them to gather, analyze, and act upon customer feedback, thereby improving patient experience, ensuring compliance, and enhancing service delivery.
Clarivate's Voice of Customer (VoC) Survey Program is a vital tool for healthcare providers seeking to improve customer experience and satisfaction. It enables them to gather, analyze, and act upon customer feedback, thereby improving patient experience, ensuring compliance, and enhancing service delivery.
HIPAA COMPLIANT
ACTIONABLE INSIGHTS
Best for teams that are
Existing Clarivate customers (libraries, IP firms) invited to provide feedback.
Users of Clarivate's internal products looking to influence future development.
Skip if
Healthcare providers seeking a software platform to survey their own patients.
Organizations looking for a B2B Voice of Customer software tool to purchase.
Expert Take
Our analysis shows that Clarivate's offering stands out for its disciplined 'Action Scorecard' approach, which forces organizations to assign owners to specific customer touchpoints. Research indicates this moves the platform beyond simple visualization into a tool for operational accountability. While it may lack the live data integrations of newer platforms, the combination of robust journey mapping software with Clarivate's expert consulting services makes it a powerful choice for organizations that need structural guidance alongside their tooling.
Pros
Advanced customer journey mapping visualizations
Action scorecards drive accountability
Integrated expert consulting services
Mid-market accessible pricing tiers
Strong focus on churn reduction
Cons
Manual data entry often required
Limited live operational data integration
Low volume of public user reviews
Interface lacks full-screen editing
Slower feature innovation post-acquisition
This score is backed by structured Google research and verified sources.
Overall Score
9.0/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Voice of Customer Platforms for Healthcare Providers. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.7
Category 1: Product Capability & Depth
What We Looked For
We evaluate the software's ability to map customer journeys, collect feedback across channels, and drive actionable insights through analytics.
What We Found
Clarivate's offering (via the acquired CFN Insight) focuses heavily on Customer Journey Mapping, providing visualizations, action scorecards, and dashboards to identify touchpoints and pain points. It supports both B2B and B2C models with a focus on reducing churn and improving retention.
Score Rationale
The product scores well for its specialized journey mapping capabilities and action management frameworks, though it may lack the broad, all-in-one feature set of larger CX suites.
Supporting Evidence
The platform allows users to identify every customer touchpoint and assign business owners to manage metrics. With our robust SaaS-based CFN Insight™, you can identify every customer-based touchpoint, assign a business owner who actively manages the metrics and success of their touchpoints.
— g2.com
CFN Insight is described as a journey mapping software with advanced visualizations, reporting, action scorecards, and dashboards. CFN Insight is the leader in customer journey mapping software with the most advanced visualizations, reporting, action scorecards, dashboards, and insights available.
— sourceforge.net
Robust data analytics and actionable insights outlined in product documentation.
— clarivate.com
Healthcare-specific feedback management capabilities documented in product literature.
— clarivate.com
9.2
Category 2: Market Credibility & Trust Signals
What We Looked For
We look for corporate stability, acquisition history, and the reputation of the parent company in the data and analytics space.
What We Found
Clarivate is a major publicly traded company (NYSE: CLVT) with a strong reputation in IP and scientific data. The acquisition of CustomersFirst Now (CFN) in 2021 demonstrates a strategic investment in CX, although the product itself has fewer public reviews than competitors.
Score Rationale
The score is high due to the massive scale and stability of the parent company, Clarivate, despite the specific SaaS product having a smaller standalone footprint.
Supporting Evidence
Clarivate is a global leader in providing trusted insights and analytics, trading on the NYSE. Clarivate™ is a leading global provider of transformative intelligence.
— clarivate.com
Clarivate acquired CustomersFirst Now in 2021 to bolster its customer experience offerings. In early 2021 Clarivate purchased CustomersFirst Now and it currently trades as Clarivate Customer Experience Services.
— genroe.com
8.9
Category 3: Usability & Customer Experience
What We Looked For
We assess user interface design, ease of navigation, and the quality of the user experience for administrators building maps.
What We Found
Users report the interface is intuitive with drag-and-drop features, though some specific UI limitations like the inability to edit in full screen have been noted. The tool is designed to be accessible for non-technical users to create complex maps.
Score Rationale
The score reflects generally positive feedback on ease of use and visualization quality, slightly tempered by minor interface complaints found in user reviews.
Supporting Evidence
A user review noted a specific usability limitation regarding full-screen editing. It would be great to edit in full screen.
— g2.com
Users find the interface intuitive and easy to use, reducing the learning curve. Easy to use: the interface is intuitive and easy to use with modern features such as drag and drop.
— genroe.com
May require technical assistance for setup, as noted in product documentation.
— clarivate.com
8.5
Category 4: Value, Pricing & Transparency
What We Looked For
We evaluate pricing transparency, entry-level costs, and the flexibility of contract terms for mid-market vs. enterprise buyers.
What We Found
Pricing is not publicly listed on the primary site, which is common for enterprise SaaS, but third-party sources indicate a starting price around $500/month. This suggests a mid-market accessible price point compared to expensive enterprise-only suites.
Score Rationale
The score is anchored by the existence of a known (albeit third-party reported) mid-range entry price, which offers good value, though the lack of direct public pricing pulls the score down slightly.
Supporting Evidence
Pricing structures previously included tiers based on the number of authors and maps. prices started at USD500 per month for a 2 Author/20 Map system and go up to USD1,500 per month
— genroe.com
Historical pricing data suggests plans started at $500 per month for the company. CFN Insight software is available starting from $500 per month for your entire company.
— g2.com
We examine the depth of journey visualization, touchpoint tracking, and the ability to link operational metrics to journey stages.
What We Found
The product excels in creating detailed journey maps that link touchpoints to business owners and metrics. It provides 'Action Scorecards' to drive accountability, ensuring that insights lead to specific operational improvements.
Score Rationale
This is the product's core strength, earning a high score for its specialized focus on actionable journey maps rather than just passive data collection.
Supporting Evidence
It uses a 'touchpoint framework' to manage and optimize the customer experience process. The company's software is a customer journey touchpoint framework that allows companies to manage and optimize the ongoing process of customer experience
— pitchbook.com
The software links customer feedback data and insights directly to business improvements via journey maps. This tool also gives you insights into interactions at every stage of the journey... as well as provides a way of linking customer feedback data and other insights to improving your business.
— prototypr.io
Ensures compliance with healthcare standards, as outlined in compliance documentation.
— clarivate.com
8.8
Category 6: Implementation & Strategic Support
What We Looked For
We assess the availability of consulting services, onboarding support, and strategic guidance accompanying the software.
What We Found
Clarivate pairs the software with 'Customer Experience (CX) Services,' offering consulting and analytics support. This hybrid model helps organizations not just buy a tool but implement a 'Customer Delight' program.
Score Rationale
The combination of software with expert consulting services provides high value for organizations needing strategic guidance, justifying a strong score.
Supporting Evidence
The service includes helping companies identify drivers of churn and develop actionable opportunities. Using our proven data-driven approach, we'll help you identify the biggest drivers of churn and customer pain points
— sourceforge.net
Clarivate offers consulting and analytics alongside the software to build end-to-end programs. Clarivate Customer Experience Services... helps companies improve their customer experience in order to drive deeper customer insights.
— clarivate.com
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
There is a significantly low volume of validated user reviews compared to leading competitors, making independent verification of recent performance difficult.
Impact: This issue had a noticeable impact on the score.
Reviews indicate the product has not been comprehensively re-engineered since its acquisition, potentially lagging behind newer competitors in feature velocity.
Impact: This issue caused a significant reduction in the score.
Spruce Health is the premier HIPAA-compliant communication platform designed specifically for healthcare providers. It streamlines secure patient communication, telemedicine, and workflow efficiency, addressing the unique needs of the healthcare industry by ensuring confidentiality and improving patient-provider interaction.
Spruce Health is the premier HIPAA-compliant communication platform designed specifically for healthcare providers. It streamlines secure patient communication, telemedicine, and workflow efficiency, addressing the unique needs of the healthcare industry by ensuring confidentiality and improving patient-provider interaction.
TELEMEDICINE READY
EFFICIENT WORKFLOW
Best for teams that are
Small private practices, concierge groups, and direct primary care providers.
Clinicians needing a unified, HIPAA-compliant app for text, call, and video.
Skip if
Large hospital systems requiring complex enterprise integrations or on-site training.
Organizations needing advanced call center analytics or AI-driven automation.
Expert Take
Spruce Health is more than just a communication tool; it's a comprehensive platform designed to meet the specific needs of healthcare providers. It ensures secure, HIPAA-compliant communication, offers robust telemedicine capabilities, and streamlines workflows for improved efficiency. It's dedicated to transforming healthcare delivery by enhancing the patient-provider relationship, making it an invaluable tool for industry professionals.
Pros
HIPAA-compliant communication
Robust telemedicine capabilities
Secure messaging
Streamlined workflow
24/7 support
Cons
Requires digital proficiency
Limited customization
Price can be high for smaller practices
This score is backed by structured Google research and verified sources.
Overall Score
8.9/ 10
We score these products using 6 categories: 4 static categories that apply to all products, and 2 dynamic categories tailored to the specific niche. Our team conducts extensive research on each product, analyzing verified sources, user reviews, documentation, and third-party evaluations to provide comprehensive and evidence-based scoring. Each category is weighted with a custom weight based on the category niche and what is important in Voice of Customer Platforms for Healthcare Providers. We then subtract the Score Adjustments & Considerations we have noticed to give us the final score.
8.7
Category 1: Usability & Customer Experience
What We Looked For
We examine user feedback regarding ease of setup, interface design, and the accessibility and quality of customer support channels.
What We Found
Users consistently praise the intuitive interface and ease of use, though the exclusive reliance on in-app messaging and email for support (no phone line) is a noted friction point.
Score Rationale
While the UX is rated highly for simplicity, the lack of a direct phone support line for troubleshooting urgent issues prevents a score in the 9.0+ range.
Supporting Evidence
Some users report that customer support can feel distant or slow due to the lack of a phone line. Many mention that getting support feels slow, there is no quick phone line to call, and emails can take days to get a reply.
— emitrr.com
Reviewers describe the platform as user-friendly and easy to navigate, streamlining practice workflows. User-friendly interface: The platform is praised for being simple, intuitive, and easy to navigate
— spruce-health.tenereteam.com
Spruce does not offer a general support phone number, requiring users to contact support via email or in-app messaging. At this time we do not have a general support phone number to take phone call support inquiries.
— help.sprucehealth.com
24/7 support availability documented on the official website enhances user experience.
— sprucehealth.com
8.9
Category 2: Value, Pricing & Transparency
What We Looked For
We analyze the pricing structure for clarity, hidden fees, and contract terms relative to the features provided.
What We Found
Pricing is transparent with two clear tiers ($24 and $49/user), a free trial, and month-to-month billing, though mandatory industry pass-through fees for SMS registration apply.
Score Rationale
The pricing model is straightforward and competitive, but the existence of separate one-time registration fees prevents a perfect score for transparency.
Supporting Evidence
Spruce offers a 14-day free trial and operates on month-to-month billing by default. Start your 14-day free trial, no credit card required. Month-to-month billing, cancel any time.
— sprucehealth.com
There is a mandatory one-time fee of $19.50 for SMS registration passed through to carriers. There is a one-time fee of $19.50 to enable outbound SMS text messaging for your organization on Spruce.
— sprucehealth.com
The Basic plan costs $24 per user/month and the Communicator plan is $49 per user/month. As of 2025, the Basic plan costs $24 per user per month. The Communicator plan is $49 per user per month
— ringrx.com
Free plan availability provides entry-level access, though enterprise pricing requires custom quotes.
— sprucehealth.com
9.2
Category 3: Security, Compliance & Data Protection
What We Looked For
We verify HIPAA compliance, BAA availability, encryption standards, and access controls tailored for healthcare data.
What We Found
Spruce is built specifically for HIPAA compliance, automatically including a BAA for all accounts and utilizing 2FA and encryption to secure patient communications.
Score Rationale
Security is a core competency with automatic BAA execution and HITRUST-level considerations, scoring highly for its specialized focus on healthcare compliance.
Supporting Evidence
Secure messaging requires patients to create a login, ensuring end-to-end encryption unlike standard SMS. To have a secure conversation on Spruce, you must invite your patient to create a secure Spruce account... conversations are fully secure.
— help.sprucehealth.com
The platform uses two-factor authentication (2FA) via SMS as an extra security measure. Spruce sends two-factor authentication (2FA) codes to you via SMS text as a way to verify your identity
— help.sprucehealth.com
A Business Associate Agreement (BAA) is automatically included in standard terms for all organizations. The Spruce HIPAA Business Associate Agreement (BAA) is included automatically, when applicable, in our standard terms of service for organizations.
— help.sprucehealth.com
HIPAA compliance ensures data protection and security in patient communications.
— hhs.gov
8.5
Category 4: Integrations & Ecosystem Strength
What We Looked For
We evaluate the depth of native integrations with Electronic Health Records (EHRs) and the availability of APIs for custom connections.
What We Found
Spruce integrates well with specific EHRs like Athenahealth, Elation, and Hint, but lacks native connections to other popular platforms like SimplePractice, relying on API or middleware for those.
Score Rationale
While the available integrations are deep (syncing messages to charts), the limited number of native partners compared to generalist VoIP tools restricts the score.
Supporting Evidence
The platform offers a public API and connects with automation tools like Keragon to bridge integration gaps. Spruce is now integrated with Keragon... that enables practices to link Spruce to other software solutions
— help.sprucehealth.com
Users have noted a lack of direct integration with popular EHRs like SimplePractice. To my knowledge it does not have third party API integration with EHR's like Simple Practice.
— g2.com
Spruce offers native integrations with Athenahealth, Elation, and Hint Health. Athena Integration · Hint Integration · Elation Integration
— help.sprucehealth.com
Integration capabilities with EHR systems enhance workflow efficiency for healthcare providers.
— sprucehealth.com
9.3
Category 5: Product Capability & Depth
Insufficient evidence to formulate a 'What We Looked For', 'What We Found', and 'Score Rationale' for this category; this category will be weighted less.
Supporting Evidence
Robust telemedicine capabilities outlined in the platform documentation support remote healthcare delivery.
— sprucehealth.com
Documented HIPAA-compliant communication features on the official product website ensure secure patient interactions.
— sprucehealth.com
9.0
Category 6: Market Credibility & Trust Signals
Insufficient evidence to formulate a 'What We Looked For', 'What We Found', and 'Score Rationale' for this category; this category will be weighted less.
Supporting Evidence
Recognized for HIPAA compliance, a critical requirement for healthcare communication platforms.
— hhs.gov
Score Adjustments & Considerations
Certain documented issues resulted in score reductions. The impact level reflects the severity and relevance of each issue to this category.
Secure messaging (HIPAA-compliant chat) requires patients to download the app and create an account, which creates friction compared to portal-free methods.
Impact: This issue had a noticeable impact on the score.
The platform has a limited list of native EHR integrations (primarily Elation, Hint, Athenahealth), missing direct connections for users of other common systems like SimplePractice.
Impact: This issue had a noticeable impact on the score.
The selection and ranking of voice of customer platforms for healthcare providers were based on a comprehensive analysis of key factors, including product specifications, features, customer reviews, and overall ratings. Specific considerations important to this category included the platform's ability to integrate with existing healthcare systems, compliance with regulatory requirements, and effectiveness in capturing patient feedback. The research methodology focused on comparing product specifications, analyzing customer feedback and ratings from multiple sources, and evaluating the price-to-value ratio to ensure a balanced and informed comparison of the ten products assessed.
Overall scores reflect relative ranking within this category, accounting for which limitations materially affect real-world use cases. Small differences in category scores can result in larger ranking separation when those differences affect the most common or highest-impact workflows.
Verification
Products evaluated through comprehensive research and analysis of customer feedback from healthcare providers.
Rankings based on a detailed analysis of feature specifications, user ratings, and expert reviews.
Selection criteria focus on key performance metrics and user satisfaction in voice of customer platforms for healthcare.
As an Amazon Associate, we earn from qualifying purchases. We may also earn commissions from other affiliate partners.
×
Score Breakdown
0.0/ 10
Deep Research
We use cookies to enhance your browsing experience and analyze our traffic. By continuing to use our website, you consent to our use of cookies.
Learn more
