GxP-safe medical information contact center for a global life-sciences company — modernized in one quarter
A global life-sciences company needed to modernize its medical information contact center without breaking GxP audit posture or adverse-event reporting SLAs. pronix.ai implemented Genesys Cloud CX with Veeva Vault integration and a validated deployment pipeline — 27% AHT reduction and clean audits.
Global life-sciences company · Genesys Cloud CX · Veeva Vault · Salesforce Health Cloud
- Client
- Global life-sciences company
- Industry
- Life Sciences
- Platform
- Genesys Cloud CX · Veeva Vault · Salesforce Health Cloud
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
The legacy platform couldn't route by product, therapy area and country regulator, and adverse-event capture depended on manual copy-paste into Veeva. Any new platform had to pass GxP validation and pharmacovigilance SLAs.
Our approach
Validated deployment lifecycle
Built a GxP-aligned SDLC — IQ/OQ/PQ documentation, change control, signed release manifests. Compliance sat inside the delivery team, not adjacent to it.
Adverse-event auto-capture
In-call structured capture with a Veeva Vault write on wrap-up — cut AE reporting lag from hours to minutes and eliminated re-keying.
Global routing by regulator
Skill routing on product × therapy area × country regulator, with a pharmacovigilance escalation queue that never sees hold music.
Bilingual agent assist
Real-time coaching in English and Spanish grounded on approved MedInfo content — no off-label suggestions ever surfaced.
“Compliance treated pronix.ai as one of their own — that is why we passed audit the week after go-live.”
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Read →Illustrative case study. Scenarios, metrics, quotes and client details are representative composites based on Pronix engagements and industry benchmarks unless a named client is shown with written consent. Outcomes vary by client, scope, data quality and platform configuration. Nothing on this page is a guarantee, warranty or professional advice. See our Terms of Use for the full disclaimer.
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industryLife Sciences — routed to this team