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PharmMD Taps CosmoCom's Virtual Contact Center Technology for MTM Services

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December 22, 2010

PharmMD Taps CosmoCom's Virtual Contact Center Technology for MTM Services

By Anshu Shrivastava, TMCnet Contributor

PharmMD has selected CosmoCom’s virtual contact center technology to advance its Medication Therapy Management (MTM) Services to improve patient outcomes and lower healthcare costs.

To educate and help patients understand their prescriptions, PharmMD connects patients with pharmacists across the country. Company officials said that their vendor research, backed up by referrals from other healthcare leaders, led them to select CosmoCom’s (News - Alert) CosmoCall Universe contact center software.

Bo Bartholomew, CEO at PharmMD, said that the company is always looking for ways to better improve the services that it offers to its clients, and through its partnership with CosmoCom, it’s doing just that.

Thanks to CosmoCom’s predictive dialer, engagement mangers at PharmMD’s corporate office can proactively reach out to patients to schedule consulting sessions with pharmacists.

The CosmoDesk Web agent solves the problem of pharmacists being geographically dispersed across the country since it enables them to use a browser-based softphone and Voice over Internet protocol (VoIP). Company officials said that pharmacists can consult with patients as their schedule allows by using their PC at home with a headset attached.

“There is no difference if our users are in the office or at their home anywhere in the country,” Bartholomew said. “CosmoCom’s technology facilitates a virtual workforce of very professional talent we could not have otherwise reached.”

Bill Frazier, regional sales director at CosmoCom, said that all pharmacist interactions are reported upon and recorded for compliance, and each user can see the status or “presence” of all other users on the system or chat with managers if they need assistance.

CosmoCall Universe allows a highly extended workforce to operate as if they were in the same room, Frazier said.

CosmoCom provides a unified, all-IP contact center suite that enables businesses to fulfill the most complex customer interaction management requirements. The company’s Consolidation 2.0 strategy unites all customer contact functions, locations, and personnel --  including outsourcers and home agents -- on a single unified customer communications platform that is Virtual by Design.

Earlier this year, Epicenter Technologies selected CosmoCom powered customer communication platform to support its blended inbound and outbound collections projects for their clients.

Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Juliana Kenny

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