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Compassionate-Cognitive Interactive Experiences for Clinical Trial Transformation

The COVID-19 crisis has introduced a plethora of extraordinary challenges to meet the complex cost-effectiveness, quality, and operational requirements of virtual clinical trials. As virtual is set to become the norm in real-world studies and clinical trials, CROs and Pharmaceutical companies are scrambling to keep pace with the need for contact centers to scale at an unprecedented speed for supporting patients. Enterprise contact center call volumes have jumped over 800% from normal levels during COVID-19 trials driving the need for automated services and embracing new ways of working. 

With the discrepancy between the number of incoming requests and the demand the organizations can handle, adoption of new technologies such as AI, ML and NLP to gain short- and long-term resilience is no longer an option. As organizations are working towards delivering digital patient support, we understand the significance of enabling efficiencies via setting up and transforming contact centers. 

Having worked with global CRO leaders and top pharma sponsors to enable contact center transformation for some of their largest clinical trials, we can help you fast-track this journey and enable cost efficiencies via purposeful contact center transformation. Hexaware is experienced in ramping up operations with “superior” clinical capabilities and digital services in a remote and risk-free setting. Our approach to running these operations is standardizing with best-in-class technologies and providing flexibility through global delivery models across multiple languages.

Download our case study to know more about how we worked with one of the largest CROs to transform their patient support contact center into a proactive and interactive experience hub, for one of the earliest COVID-19 rescue studies, by enabling quick stabilization of the operations for supporting 400k+ patients in 25+ languages in over 100 countries.

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