Progressive MICC

Progressive MICC is a contact center platform built specifically for pharmaceutical companies. It integrates telephony, email, and case management into a single platform built on Salesforce, designed to handle adverse events, product complaints, and medical inquiries while supporting compliance with industry regulations.

The platform interfaces with safety and manufacturing systems by automatically transmitting safety and complaints information, and supports global operations through cloud telephony and multilingual capabilities.

Platform Foundations

• Built on the Salesforce platform, providing a secure and scalable infrastructure
• Fully validated and audit-ready architecture
• Supports global reach with multilingual capabilities
• Interfaces with external safety and manufacturing systems via automatic data transmission

Core Capabilities

• Comprehensive case management for adverse events, product complaints, and medical inquiries
• Complete call management with agents able to make and receive calls directly within the platform
• Call recordings stored securely within the system
• Document management
• Global cloud telephony
• Enhanced customer experience tooling

Telephony and Communication Features

• Interactive Voice Response (IVR)
• Intelligent call routing
• Automatic contact identification
• Automatic email association
• Integrated case information displayed during interactions
• Direct medical inquiry creation from within the platform
• Streamlined response process

Case and Data Management Features

• Duplicate detection and management
• Configurable case forms
• Automatic case transmission to connected systems
• Automatic event encoding
• Custom report creation

Progressive MICC is deployed on the Salesforce platform, providing a secure, scalable, and validated environment. It is designed to integrate with existing safety and manufacturing systems, supporting pharmaceutical contact centers that require regulatory compliance and audit readiness.