Challenge
- Create a clinical call center platform that could manage participant outreach across multiple active studies.
← All Case Studies
Clinical Call Center Platform with Integrated Telephony
Problem
- Traditional call center tools lacked the clinical workflows, study logic, consent tracking, and survey management required for regulated research.
What We Did
- Built an integrated platform combining browser-based telephony, intelligent call routing, patient records, regulated scripts, surveys, callbacks, and escalation workflows.
Results
- The platform streamlined participant outreach, improved agent efficiency, and provided study teams with accurate, structured clinical data across multiple studies.
01 — Challenge
The Challenge
Not every clinical study participant completes their tasks through an app. Some miss surveys, some need reminders, and some prefer to answer questions over the phone. Our client operated a dedicated call center to keep participants engaged across multiple concurrent studies, but the operation needed purpose-built software: a system that could route the right patient to the right agent at the right time, guide the agent through regulated call scripts, and capture clinical survey data during live calls.
Off-the-shelf call center tools were not built for clinical research. The client needed a platform that understood studies, protocols, consent status, and survey versioning, while still handling the operational realities of a busy phone floor: agent capacity, call outcomes, callbacks, and escalations.
03 — The Solution
What We've Build
We developed a call center platform with two connected workspaces, tightly integrated with the client’s clinical study ecosystem.
Results
Engineering Highlights
- Integrated browser-based telephony into the agent workspace, connecting the softphone experience with patient records and call workflows
- Built the assignment and queueing logic that distributes scheduled calls across agents based on capacity and study
- Designed the call outcome model that drives automated follow-ups, reminder scheduling, and escalation paths
- Kept the dense agent workspace fast by optimizing queries behind patient history and schedule views and by applying frontend performance practices such as lazy loading and code splitting
- Exposed the platform's data through the same core APIs used across the client's ecosystem, so call center activity stayed in sync with the participant-facing study applications
06 — Business Impact
The Outcome
The platform became the operational backbone of the client’s participant engagement: agents could move through scheduled calls efficiently, managers had live visibility into the floor, and study teams received clean, attributed survey data. Phone-based outreach turned from a manual coordination problem into a managed, measurable workflow that ran across multiple studies at once.