Contact Centers Designed for Life Sciences

We ensure you deliver the best customer experience – maintain compliance with regulatory guidelines and deliver medical information when and where it’s needed most.

Supports HCPs, patients, and vendors regarding prescription medications.

  • Triage support structure
  • On-label and off-label
  • Recognition and documentation of adverse events (AE) and Product Quality Complaints (PQC)
  • Drug content 
  • Fulfillment of HCP documentation requests

Supports consumers and HCPs regarding prescription and Over the Counter (OTC) medication.  

  • On-label product information only
  • Recognition and documentation of AE and PQCs
  • Consumer support
  • Patient support

Supports vaccine ordering, financial planning, and transactions.

  • Inbound calls for ordering/tracking of vaccine products
  • Order modification
  • Refunds/returns

Supports follow-up for critical and non-critical AEs/Special Cases with HCPs, patients, and consumers on a global scale.

  • Reports on additional AEs/PQCs as identified for new patients as they arise
  • Triages to the appropriate Medical Information teams to support further queries from HCPs, patients, and consumers
  • Reports and provides documentation on a global setting to assist with AE reporting to health authorities as per regulatory guidelines

  • Consumer Financial/Affordability Assistance
  • Coupon Program Management
  • Professional HCP Sample Program Management
  • Directory Assistance
  • Quality and Safety Monitoring and Reporting
  • Product Education
  • Disease State Education and Support
  • Product and Device Training
  • Adherence Program Development and Management
  • Written Correspondence
  • Content Development and Publishing
  • Social Media Community Management and Monitoring
  • Self-Service Solutions (IVR and Chatbot AI) Development and Management
  • Testimonial Capture
  • Consumer and HCP Fulfillment Processing

Full-Service Contact Centers Deliver Medical Information

Full-Service, Omnichannel Customer Response Services

Individual typing on a laptop.

 Integrated Communication Strategies

  • Chatbot
  • Virtual Assistant
  • Telephony
  • Written
  • Email
  • Webform
  • SMS
  • Social Media

From Outdated Contact Center to Patient Engagement Machine

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Plan, Do, Check, Act

  • 24/7 Specialty Product Coverage
  • Call quality monitoring and collaboration
  • Continuous training of best practices
  • Iterative Model Ecosystem

10 Best Practices for Life Sciences Contact Centers

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Focused Therapeutic Areas

  • Respiratory
  • Vaccines
  • Oncology
  • Immunology
  • HIV

Leveraging Subject Matter Experts to provide top patient care

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Alpha-In-Action

Alphanumeric in Action

Medical Information Contact Center Launch During a Pandemic


The Challenge
Train the entire medical information team at home and bring their mission-critical services live – 100% virtual was a first.
60+ Drugs
7 Therapeutic Areas
100% Virtual

The Solution
Create an entrepreneurial culture to attract top talent.
Provide the support of experienced agents to improve resolution.
Shorten the learning curve with a training model.
Boost agent confidence with virtual hyper care.
Improve the quality of human-centered interactions.

The Results
By the end of quarter 1, we achieved:
97% CSAT Score, 4% Reduction Rate.

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Make Your Mark with Operational Logistics Services

Scalable services designed to help you Make Your Mark on business operations, stakeholder engagement, and community partners.

Business Continuity Planning/Crisis Management
The technical, operational, and staffing support needed to respond quickly and efficiently to a variety of incidents and changing business requirements.

  • Incident Management
  • Response Plan Documentation
  • Staffing Requirements
  • Multi-Channel Deployment
  • Escalation Planning
External Expert Engagement

The proactive approach to fostering stronger external relationships to create longterm value for life science companies.

  • Due Diligence
  • Contracting
  • Documented Approvals
  • Conflict of Interest Checks
  • Payments
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