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News : IQVIA and Salesforce Expand Global Partnership to Accelerate the Development of Life Sciences Cloud

#contactcenterworld, @IQVIA_global, @salesforce

Research Triangle Park, NC and San Francisco, CA, USA, Apr 8, 2024 – IQVIA (NYSE:IQV), a global provider of data, analytics, technology and services to the life sciences industry, and Salesforce (NYSE:CRM), an AI CRM, announced an expanded global strategic partnership to accelerate the development of Salesforce’s Life Sciences Cloud, a customer engagement platform for the global life sciences industry.

Building on the IQVIA Orchestrated Customer Engagement (OCE) platform, launched in 2017, the partnership will apply innovations from IQVIA OCE with Salesforce’s Life Sciences Cloud to provide customers with a new single, end-to-end engagement platform. Salesforce’s CRM software, powered by IQVIA data, domain expertise and advanced analytics, is expected to transform healthcare professional (HCP) and patient engagement.

As part of the expanded partnership, IQVIA will license the OCE CRM related software to Salesforce, and the parties will collaborate to accelerate development of Life Sciences Cloud for customer engagement, expected to be available in 2025*. IQVIA will continue to market the OCE CRM product and will support its global OCE customers through 2029. IQVIA will work with Salesforce to jointly market the new offering. The two companies will bring together talent, technology and expertise to ensure a coordinated transition from IQVIA’s OCE to Salesforce’s life sciences solution.

"Our expanded relationship with Salesforce will bring the best of our combined capabilities in data AI and technology to life sciences customers. In collaboration with various strategic partners across multiple healthcare verticals, IQVIA will continue to develop innovative technology solutions to help accelerate decision making across discovery, clinical development, medical affairs, real world evidence generation, patient safety, regulatory compliance, patient engagement and commercial operations," said Bernd Haas, SVP and Head of Digital Products and Solutions at IQVIA.

"Our collaboration with IQVIA marks a pivotal moment for Salesforce Life Sciences Cloud innovation. It will transform the future of HCP engagement, bringing together our combined capabilities in CRM, AI, data, and the thought leadership of IQVIA, all on the trusted Einstein 1 Platform," said Frank Defesche, SVP and General Manager, Life Sciences at Salesforce. "This collaboration will provide life science organizations with a single, intelligent end-to-end engagement platform to transform the customer experience to be orchestrated and personalized."

#contactcenterworld, @IQVIA_global, @salesforce

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.iqvia.com


About IQVIA:
Company LogoIQVIA (NYSE:IQV) is a global provider of advanced analytics, technology solutions and contract research services to the life sciences industry. Formed through the merger of IMS Health and Quintiles, IQVIA applies human data science — leveraging the analytic rigor and clarity of data science to the ever-expanding scope of human science — to enable companies to reimagine and develop new approaches to clinical development and commercialization, speed innovation and accelerate improvements in healthcare outcomes.
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About Salesforce:
Company LogoSalesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
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Today's Tip of the Day - Social Activities Help Motivate

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Published: Tuesday, April 9, 2024

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2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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