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IQVIA Enhances Medical Contact Center with AI Support
IQVIA, a provider of analytical and clinical research services for the life sciences industry, recently announced it has introduced AI-powered technologies to strengthen its MI contact center services.
IQVIA’s MI contact center services offers life science professionals a unique resource for sharing information related to product safety and quality. The service allows all center agents from around the world to route customer inquiries or complaints through specific compliance processes. To improve this service, IQVIA has introduced AI-powered virtual agents to support human agents, taking over basic responsibilities to speed up response times and improve customer experiences.
“Adding new digital capabilities to our existing MI services marks a critical point in the industry as companies seek to balance the delivery of unbiased information to meet the needs of HCPs and patients,” said Annette Williams, Vice President, IQVIA Lifecycle Safety. “IQVIA’s Medical Information services integrate across our Safety and Quality offerings, equipping clients with the end-to-end technology and services they need to increase trust, loyalty, and efficiencies for their patients.”
The inclusion of these new AI capabilities IQVIA’s contact center service will also provide greater availability to customers, as virtual agents can provide 24/7 coverage for total convenience. IQVIA’s contact center services are currently available in 170 across the globe, with agents providing service in 50 different languages.
Readers can click here to learn more about IQVIA’s medical information solutions.
Edited by Maurice Nagle