As CEO of Vision Point Systems, I am pleased to convey my thoughts regarding our new VoiceVision offering and website. VoiceVision is the product of nearly a decade of experience we’ve gained serving the needs of biopharmaceutical and clinical research companies in FDA-regulated environments. We sat down in 2010 to write down and distill everything we learned about best practices, what really works, client feedback, and common themes we encountered time and again. We wanted to create a service that just about any CXO, business stakeholder, and IT manager who manages voice-based customer-facing applications will find useful.

What remains clear to us is that a technology that saw adoption by businesses over two decades ago continues to play an important role in customer relations management. In the FDA-regulated industries, this customer interaction is governed by regulations that determine whether or not a biopharmaceutical company can even sell some of its most important products. If anything, this “old” technology remains critically important and is growing in use in certain segments such as clinical research organizations.

Another thing that remains true is that customer-facing applications such as IVR and contact center agent applications continue to require a rather complex integration effort with a number of dependent systems. Testing and validation therefore remain important to ensure patient safety and compliance with FDA regulations and GxP guidelines. These are not trivial tasks to manage and perform. We’ve been in the trenches successfully delivering mission critical solutions for our clients for 9 years. VoiceVision draws on our experience to provide our clients a higher level of clarity of where their important customer-facing systems stand. We are confident that VoiceVision will help improve the quality of service our clients give their customers.

As we launch VoiceVision to the markets we serve, I invite readers to share comments and insights about how technology can help people communicate more effectively. We are eager to get the conversation started and help expand awareness in our industry.