IVR Concepts

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Challenge:
To conduct a clinical pharmaceutical trial in both the United States and the Republic of South Africa. To collect and secure valid data through the use of Interactive Voice Response (IVR) technologies, and deliver real-time information.

Solution:
An IVR application was developed with scripting in English, Zulu, Afrikaans, and Xhosa. Patients were enrolled by the sites, and needed to first qualify into the study, both by symptoms and compliance with the IVR. After the placebo phase, the IVR system assigned the study drug to the patient, and monitoring continued though the study phase. Data was collected from the patients, who called into the platform two times daily.
In order to monitor patient compliance and drug status, a custom web reporting site was created. This site allowed the study monitors to verify status of drug assignments, and for the sites to verify their patients' compliance. By restricting data visibility to only those who needed it, and prohibiting backfill of reports, a clean dataset was returned to the clinical research organization. The project was completed with a patient compliance rate in excess of 90%.

	Human factors analysis
	Best practices consulting
	Application scripting
	Call design and flow
	Benchmark testing
	Customized applications for verticals such as Retail, Call Center, Finance, Hospitality, Travel, Catalog, etc.
	Data center co-location
	Professional voice talent