Transforming Global Medical Information with CloudInteract & Amazon Connect
Ensuring patient safety through a unified, compliant, and global Medical Information Contact Centre (MICC).
Fortrea
Global CRO • Clinical Trials & Patient Safety
Global
Unified Operations
Single global MICC hub
100%
Compliance
GxP & Regional adherence
24/7
Availability
Follow-the-sun routing
Speed
Specialist Access
Reduced transfer latency
The Challenge
Fortrea, a leading global contract research organization (CRO), manages critical inquiries from healthcare professionals and patients worldwide. Their Medical Information Contact Centre (MICC) is the frontline for safety.
Operating on legacy systems, Fortrea faced challenges with fragmented regional centers, making it difficult to maintain a unified global view of patient interactions. In an industry where compliance and accuracy are non-negotiable, they needed a platform that exceeded standard requirements.
The Solution
CloudInteract Services Delivered
Consolidation: A Single Global Hub
CloudInteract architected a unified Amazon Connect instance that consolidated multiple regional centers. This enabled "follow-the-sun" routing, ensuring that a specialist is always available to answer critical medical queries, regardless of the caller's timezone.
Compliance: Ensuring Patient Safety
We implemented strict validation protocols and secure recording archives to meet GxP standards. Every interaction is traceably logged, ensuring Fortrea maintains rigorous adherence to global health authority regulations.
"The transition to Amazon Connect has given us the agility to scale our MICC operations globally while maintaining the highest standards of compliance."
— Abishek Gupta, IT Business Relationship Manager