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Improving the medical call-center experience

Approximately 90 percent of call-center partners are repurposing content when they respond to healthcare professionals (HCP) and patient inquiries. This introduces the risk of inaccurate or incorrect information being delivered.

Disparate systems and uneven processes interfere with the ability to deliver a consistent experience on every call. Not having standard content for global and local messages does not provide a 360-degree view of the customer.

Digital technologies can unify the system and deliver an improved customer experience, but there is an ongoing reluctance to embrace these innovations. Chatbots, live chats, and mobile applications can all streamline inquiries and create a better experience, as well as power more business opportunities.

Global Intelligent Call Center Operations (GICCO) is the vision for a future-state solution. Based on Salesforce Service Cloud, Salesforce Community, and Salesforce Einstein, and integrated to Veeva Vault content management, it offers a plug-and-play architecture for easy integration to other third-party content-management solutions to meet the needs of local country-specific business and legal requirements.

Capgemini’s Medical Call Center delivers a complete solution to improve the customer experience and get business insights. Learn more in Delivering a better medical-inquiry experience.

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