QuintilesIMS Introduces Orchestrated Customer Engagement

QuintilesIMS announced the general availability of a new category of pharmaceuticals commercial operations SaaS software called Orchestrated Customer Engagement (OCE) in the winter of 2017.

This new category of enterprise SaaS software empowers pharmaceutical commercial teams to better coordinate and streamline several commercial functions. Those functions include; multi-channel marketing, customer relationship management, medical affairs, market access and home office operations, which can now work together to deliver an orchestrated customer engagement experience.

“Orchestrating our company’s engagement with our customers by leveraging new technologies is an important part of our commercial strategy,” said Chetak Buaria, Global Head of Commercial Excellence (Biopharma), Merck KGaA, Darmstadt, Germany. “For this reason, we are delighted to co-operate with QuintilesIMS on OCE. This cooperation will give us the ability to influence the solution roadmap and experiment new customer engagement models early on.”

This next generation of enterprise SaaS software is “born integrated” on the latest versions of technology suppliers including: Force.com, Marketing Cloud, Heroku, Amazon Web Services, Reltio and others. In addition to its seamless integration across a “platform of platforms,” OCE leverages QuintilesIMS’s Ada – an artificial-intelligence that provides users with ambient, contextually appropriate, recommendations for the next best customer, conversation, channel, content, colleague and campaign.

The OCE offering also features Apollo – a thoughtfully-designed user experience and interface that’s easy to use and understand; as well as Lexi - an application program interface (API) layer that connects all applications and data across an enterprise using clear, common language. Customers can benefit from unprecedented levels of integration, intelligent decision making as well as optimal sales and marketing convergence with this revolutionary OCE SaaS offering.

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