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Call center database software is used to integrate the information stored in the database, to provid

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

e easy accessibility to the call center agents and customers. The software helps in reducing the num

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

Examples of combination products may in

ber of calls directed towards the call center, with the use of alternative channels enabled by the s

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

oftware.

The self-help function allows customers to directly access the database for answers to rep

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

titive questions. This reduces the workload on the agents and allows them to focus on top priority i

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

Combination pro

ssues, such as handling inquiries that require human interaction. The software uses a knowledge base

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

, built on customer interactions. It provides customers with relevant and timely answers to their qu

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

eries. The information stored in the database is also used for replying to customer queries via e-m

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

il, live chat and phone calls.

The e-mail response management component of the software is designed

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

with sophisticated workflow processes that enable agents to provide fast and effective response to

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

customer queries. It scans incoming queries and suggests automatic replies for the common ones. It a

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

Following aspects would a

llows automatic routing of multiple channel queries, based on agent skill sets, customer history and

dd to the challenges in developing combination products:

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

agent availability. It captures every transaction of a customer, to create a detailed customer profi

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

le.

It helps in generating survey questionnaires based on customer profile, used to monitor and tra

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

ck customer satisfaction levels, get feedback on new product designs and learn about customer prefer

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

ences and buying habits. The software enables on demand and closed incident surveys, web survey link

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

Professional from academic institutions, pharmaceutical industries, health care indust

, custom mailing lists as well as complete survey-tracking administration, including survey workflow

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

notification and response scoring.

The use of call center database software has increased over the

.

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

years, due to an increase in call traffic in call centers across the country. Research has shown th

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

Companies that provide selfless information through particip

at the level of customer satisfaction increases dramatically, after installing the database software

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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