Progressive MICC Overview
Why is Progressive MICC Unique?
- The most innovative solution, built by and for MICC & PV experts
- Progressive MICC is the only Medical Information Contact Center solution designed especially
for Clinical Research Organizations
- The only solution which is fully GDPR and PII complaint. Since source of truth for Every Data (Call
Records, Voice Recording, Outgoing & Incoming emails, source documents, literature references)
resides on Salesforce cloud
- The only global solution to include Safety Mailbox as well as in-built Phone Systems with
multiple global Toll and Toll-Free call numbers
- Highly Configurable, developed and hosted on Salesforce cloud
- Designed for seamless intake of Safety Adverse Events, Product Complaints and Medical
- Multi-lingual intake in over 35 languages
- Integrated with Argus, ARISg, PV SafetyEasy and other Safety Databases
- Optionally, leverage AI Intake capabilities part of Progressive Next
- Effortless and secure access of data to Sponsors and Sales executives outside the system
- Distribute and track reports using E2B, CIOMS, MedWatch and other custom multi-lingual report
- In-built Interactive Voice Response (IVR) and Automated Call Distributor (ACD)
Multilingual Letter Templates
Configurable AE and Product Complaint Forms
Integrated Email Communication
Alerts & Notifications
Interactive Reports and Dashboards
Secure Cloud Database
Calling Agents Analytics
Advanced IVR and ACD System
Available on Android & iOS Mobile Devices
Call Center & Agents Setup
Advanced IVR and ACD
Progressive MICC features advanced configurable interactive Voice Response System which can be used for welcome messages, waiting messages and for reaching to desired agent in the call center.
Automated Call Distributor is another advanced feature which automatically finds the most appropriate agent in the queue and transfers the inbound call to that agent. Super easy to manage any number of agents.
Advanced Calling Features
International Toll & Toll-Free Numbers
Conference, Hold and Call Forwarding
Progressive MICC has integrated mailbox which works like any other email agent without leaving the application!
- As all the email communication is done within the application, you are ensured about the data safety.
- No need to move or copy data from external sources. This includes the medical documents which can directly land inside Progressive MICC.
- Progressive MICC inbox provides you all the features of any other email agent like HTML content support, CC and BCC fields.
- Email Attachments are easy to send through inbox. Also all the attachments of inbound emails can be easily downloaded/previewed.
- All the emails are automatically sorted out in the system. The emails become conversation threads where all related emails will be parked.
- Related emails can also be found under the associated data form of Adverse Events, Product Complaint or Medical Information.
- The dashboard has many interactive charts and reports which can be clicked, and a detailed report can be viewed.
- The dashboard shows all the analytics for inbound and outbound calling.
- It shows agent wise calling data, attended and missed calls.
- Agents productiveness.
- All the reports in Progressive MICC can be subscribed by the users.
- Daily, weekly and monthly frequency of subscriptions.