Delivering critical communications throughout the call center is vital for so many industries. In the medical field, access to improved contact center capabilities can help lead to significant life-saving efforts.
To help deliver a better experience for its users, life sciences system integrator, Nextrove chose AMC Technology as a build partner so they could harness the power of an open architecture and gain access to leading tools from companies like Salesforce.
As a DaVinci Build Partner, they gain access to iPaaS architecture to add contact center channels and integrations to their solutions.
Nextrove’s Medical Information Contact Center (MICC) now includes call and voice recording files, emails, source documents, literature references, and other essential items that reside on the Salesforce cloud for full GDPR and PII compliance.
“As a pharmacist with call center experience, the value of the Davinci integration with our Progressive MICC platform is quite significant. Traditional anonymous ACD has been replaced with intelligent and identifiable caller data that is automatically cross-referenced to known customer data on the first ring. This allows CRO organizations serving multiple clients to efficiently identify the company, product, and customer details in multi-tenant environments,” said Paul A. Reed, Pharm.D., Senior Client Partner at Nextrove.
The MICC solution also helps patients with questions regarding medical equipment, devices, and drugs and can be used by pharmaceutical and clinical research teams to capture and report adverse drug reactions.
“We're so excited to have powered Nextrove, LLC Progressive MICC with AMC Technology’s DaVinci platform. The combined capabilities will offer an exceptional experience for users and their clients,” said Anthony Uliano, Founder, and CTO of AMC Technology.