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Companies can benefit from implementing Voice over IP (VoIP) in their call centers,

According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product

more so if they do it through a service provider, says Tim Wyatt- Gunning, joint CEO of Sto

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

rm. He says cost savings on voice calls using VoIP range from up to 40% on international ca

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

lls to countries such as Europe and the US, and up to 70% to destinations such as Japan and

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

China, compared to using Telkoms telecommunications infrastructure.

Keeping Prices

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

Down
We are able to keep our prices on an even keel by negotiating good bandwidth

ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc

rates in the competitive international carrier market, and there are plenty of alternative

easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi

routes. He says the company has been able to reduce its VoIP rates by 30% over the past 18

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

months by negotiating better rates with international carriers. About 10% of outbound call

and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ

s from call centers are international, 50% to cell phones, 20% national and the balance are

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

local within 50km.

Huge Call Center Savings
Call centers can save an a

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

verage of 40% on calls to cellphones with VoIP arid 10% to 25% on national calls, depen

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

ding on the destination and call volumes. A cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

oip2cc.q">VoIP service can reduce the cost of calls to 0860 numbers by 25% against the

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

verage rate, he says.

If a company handles its own VoIP communication, it would need c

t?

As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel

ostly equipment and bandwidth infrastructure, and build direct relationships with overseas

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

carriers. It could cost R1m to set up the infrastructure for a 20-seat call centre, but no

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

w a company can rent the functionality and access it over an IP network. This is a g

.

As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de

ood low-risk option for in-house and outsourced call centre operations, and will allow them

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

to focus on lie business instead of managing and maintaining technology infrastructure.

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

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