IQVIA Launches New A.I.-Powered MI Contact Center For Life Sciences
September 01 2021 - 8:00AM
Business Wire
IQVIA™ (NYSE:IQV), a global provider of advanced analytics,
technology solutions, and clinical research services to the life
sciences industry, today announced it has added new AI-powered
technologies to enhance its existing Medical Information (MI)
Contact Center services.
Life science companies use IQVIA’s MI Contact Center services to
share information about new products and related therapeutic areas
as well as monitor product quality and safety. This is done through
teams of skilled agents responding directly to inquiries from
consumers, patients, and healthcare professionals (HCPs) around the
world. These teams also capture information related to adverse
events and other product complaints, routing these through the
appropriate compliance processes.
IQVIA’s MI Contact Center services now deploy AI-powered virtual
agents alongside skilled human agents to triage and respond to
inquiries. This combination of AI-powered agents and human agents
creates faster response times and reporting of adverse events or
quality concerns. It also allows for rapid scalability to meet
surges in demand and efficient 24/7/365 availability. Overall, this
new approach will improve the patient and HCP experience and
strengthen brand loyalty.
“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.”
IQVIA’s MI Contact Center services are available in more than
170 countries with highly skilled agents responding to inquiries in
50 direct languages.
For more information on IQVIA Medical Information services,
please visit: www.iqvia.com/medinfo.
About IQVIA
IQVIA (NYSE:IQV) is a leading global provider of advanced
analytics, technology solutions, and clinical research services to
the life sciences industry. IQVIA creates intelligent connections
across all aspects of healthcare through its analytics,
transformative technology, big data resources and extensive domain
expertise. IQVIA Connected Intelligence™ delivers powerful insights
with speed and agility — enabling customers to accelerate the
clinical development and commercialization of innovative medical
treatments that improve healthcare outcomes for patients. With
approximately 72,000 employees, IQVIA conducts operations in more
than 100 countries.
IQVIA is a global leader in protecting individual patient
privacy. The company uses a wide variety of privacy-enhancing
technologies and safeguards to protect individual privacy while
generating and analyzing information on a scale that helps
healthcare stakeholders identify disease patterns and correlate
with the precise treatment path and therapy needed for better
outcomes. IQVIA’s insights and execution capabilities help biotech,
medical device and pharmaceutical companies, medical researchers,
government agencies, payers and other healthcare stakeholders tap
into a deeper understanding of diseases, human behaviors and
scientific advances, to advance their path toward cures. To learn
more, visit www.iqvia.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20210901005079/en/
Tor Constantino, IQVIA Media Relations
(tor.constantino@iqvia.com) +1.484.567.6732 Nick Childs, IQVIA
Investor Relations (Nchilds@us.imshealth.com) +1.973.316.3828
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