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There is a plethora of technology solutions needed to run a call center today. Call center technology can vary widely, based on the database platforms, vendor off

According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product

erings and business requirements. But most call center technology packages will feature five core components.

An automatic call distribution software package (ACD

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

helps to route your customer calls to the appropriate call center associates. This software effectively allocates your incoming calls based on your pre-defined pa

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

ameters. Choices can include the next available representative, or the group serving a certain type of request.

Often, the automatic call distribution software wi

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

ll route calls based on your integrated voice response (IVR) system. This software provides the automated menu selections that customers often find annoying. “Pre

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

s one for English“, or “Press two if you’d like an automated balance on your account” are two examples of the types of menu options that these systems offer your in

ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc

ound customers.

These two components, while not being always the most popular with your customers, are essential to running a cost effective, efficient call center

easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi

. Together, these packages eliminate the need for live associates to answer each call and transfer them to the appropriate agent. IVR’s can also be linked to your

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

database in order to provide automated responses to basic, routine requests, like the last five checks cleared, or a confirmation of a scheduled service call.

The

and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ

hird component of a modern call center software system is predictive dialer software. Although most common in outbound calling centers, this package can be set up

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

n either the hardware or software. Software applications are generally less expensive and more flexible, although both are fairly common. The predictive dialer au

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

tomatically calls phone numbers that are stored in a computer database. Often, these numbers represent existing customer’s contact information, or telephone number

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

purchased for marketing purposes. Most packages will identify and eliminate disconnected numbers, retry busy signals and calls that connect with an answering mach

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

ne.

Of course, for all of the data being used and collected by your call center, you’ll need a good, adaptable database. Although often the least noticeable aspe

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

ct of call center technology, it is the most important, with the marketing and customer service efforts of the center relying on the information it provides. The i

t?

As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel

formation contained in the database should be easy to access and sort, and the database should be reliable as well. Import and export functionality are also crucia

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

, and data conversions (mostly from clients’ formats) should be straightforward and problem free.

Of course, your call center should also have powerful reporting c

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

apabilities. Many of the database packages include pre-written reporting functions, but an external reporting package may also be necessary to obtain the informati

.

As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de

n you and your client need in the format required.

Setting up and running your call center need not be confusing or difficult. Include an automatic call distribut

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

r, an integrated voice response system, a predictive dialer and a good database package with flexible reporting capabilities and you’ll be up and running in no time

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

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