First Contact Center Transformation in the world for COVID-19 rescue studies

First Contact Center Transformation in the world for COVID-19 rescue studies

A leading global Clinical Research Organization (CRO) found it challenging to manage the complex and disparate contact center environment that supports the clinical trial team and patients across multiple channels. The CRO wanted to harmonize and integrate support across its existing virtual clinical trial landscape while ensuring patient centricity. They wanted to automate and augment their customer experience through contact center transformation.

They partnered with Hexaware for Cognitive Contact Center Transformation to enable seamless support during COVID-19 rescue studies. The CRO gained the following benefits:

  • Reduced patient dropout risk across clinical trial spanning over 400K+ patients by 30%
  • Reduced the cost of operations by 20% by inculcating automation best practice in contact center management to optimize the average handling time
  • Improved efficacy in trial management by 1.3x by sharing data-driven insights into better management
  • Multi-lingual support across 23+ languages to serve diverse locations

Download the case study to more insights on the solution.

Read the case study to know how Hexaware helped the leading CRO with a Compassionate Cognitive Contact Center.

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