When it comes to call center operations, different industries require different features and capabilities. Some industries, such as financial services, are required to record and retain 100 percent of calls for regulatory reasons. Industries that engage heavily in outbound calling are required to follow all telemarketing legislation, such as buying and updating federal and state do-not-call lists, avoiding calling cell phones without permission and maintaining their own do-not-call lists.
Industries that handle sensitive information – think insurance companies with subscribers’ private medical records – must take extra care to keep that information private due in part to federal laws such as HIPAA.
Increasingly, pharmaceutical companies are facing challenges in call center operations. Not only do they handle sensitive medical information, but they often have many different brands as well, which require them to essentially run a series of parallel operations in the contact center for each product. Given the cost of development of new drugs, pharmaceutical companies are avid to keep costs down while keeping customer service standards high. At the same time, they are keen to remain compliant with government regulations.
Cloud-based contact center solutions are supremely well designed for pharmaceutical companies. With these solutions, pharmaceutical companies are better positioned to serve doctors, pharmacists and consumers with a range of self-service offerings, including prescription filling and renewals, order placements for pharmacies and hospitals, and consumer services including customer support and card activation services for promotions and trials.
Contact center solutions provider Genesys announced this week that the number of pharmaceutical industry customers for its Genesys Angel cloud-based solutions grew by 200 percent in 2012.
As pharmaceutical companies manage more and more brands with increasing regulation and compliance needs, delivering a unique customer experience is a requirement for doing business and differentiating against the competition, said the company. In fact, an astonishing seven of the top 15 pharmaceutical companies are using the Genesys Angel solution today, including global brands AstraZeneca, Amgen, Bristol-Myers Squibb, Merck, Roche, Triplefin (which serves Novartis) and Eli Lilly.
The ability to easily navigate changing industry regulations, while also improving customer satisfaction, is quickly becoming a significant market differentiator for pharmaceutical companies," said Dave Rennyson, president of Angel, in a statement. "Pharmaceutical organizations understand cloud solutions can streamline operations and provide a significant boost in flexibility and speed, while tailoring the experience to meet the brand's needs and improve overall customer satisfaction."
Genesys completed the acquisition of cloud-based contact center solutions provider Angel.com from its parent company, MicroStrategy Incorpoated, last month. The Angel platform was designed to allow organizations to quickly deploy self-service interactive voice response (IVR), SMS, chat and mobile applications to support their customers’ self-service needs.