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The Yankee Group reports that VoIP adoption in North American contact centers will jump from abou

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

t 17 percent in 2005 to more than 47 percent by the end of 2007.

The findings of the report, "Mi

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

Examples of combination products may in

ration Costs, Vendor Loyalty and Need for 'Agents Anywhere' Define Contact Center VoIP Adoption P

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

lans," are based on Yankee's survey of 351 contact center decision makers in the U.S. and Canada.

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

The primary motives behind shifting to VoIP environments, according to survey results, are to mo

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

Combination pro

re cheaply and flexibly manage networking multiple sites, connect remote agents...

"They want th

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

ability to have agents anywhere and tie them together in a unified manner. When a call comes in

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

you can get that call to the proper agent no matter where they are in your system--call center A,

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

call center B, or working remotely from home," said Ken Landoline, customer centric strategies se

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

nior analyst at Yankee Group.

Providing backup, better staff training, and investing in appropri

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

te call center technologies are key steps in answering the need for better service. One of these

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

Following aspects would a

technologies is a call accounting system that provides the tools to enhance productivity while lo

dd to the challenges in developing combination products:

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

ering phone abuse. A good call accounting system provides real-time call detail and the informati

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

on necessary to analyze the productivity of the call center in order to maximize employee call ac

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

ivity and call volume.

One of the challenges with remote workers and VOIP systems is tracking an

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

d managing the calls. VoIP switches and gateways generate call detail records similar to traditio

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

Professional from academic institutions, pharmaceutical industries, health care indust

al phone system and MegaCall's flexibility allows the processing of VoIP call records together wi

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

th CDR produced by traditional PBXs, carriers (on CD ROM), as well as other sources. This allows

.

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

or universal reporting and billing while providing special information associated with IP calls o

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

Companies that provide selfless information through particip

nly. MegaCall is able to read multiple formats concurrently in heterogeneous network environments

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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