PrimeVigilance Continues Technology Investment to Strengthen Integrated MI and PV Services

Building on its investment in IRMS MAX, PrimeVigilance is expanding its technology ecosystem with Zoom Contact Center and Klearcom automated phone line testing. Together, these investments are designed to create more connected, resilient and accessible services for clients, healthcare professionals and patients.

Building a more connected MI and PV ecosystem

In 2023/24, PrimeVigilance invested in the latest version of IRMS MAX, its Medical Information enquiry and document management system.

The platform supports the intake, handling, routing and fulfilment of Medical Information enquiries, while providing enhanced quality, reporting and oversight capabilities.

Importantly, IRMS MAX integrates with the PrimeVigilance safety database and has the ability to integrate with client systems, supporting a more seamless flow of information across MI, PV and client environments.

This connected approach remains central to the PrimeVigilance technology strategy, bringing systems and specialist expertise together to support efficient and integrated service delivery.

Expanding access and strengthening reliability

As communication preferences evolve, PrimeVigilance is also investing in new ways for patients, healthcare professionals and clients to connect with Medical Information teams.

Zoom Contact Center, an AI-powered omnichannel cloud platform, supports interactions across voice, SMS, video, live chat and social media, alongside intelligent language-based routing, analytics and AI-enabled quality monitoring. Planned integration with the IRMS environment will further support a connected MI ecosystem.

Alongside this, PrimeVigilance is introducing Klearcom automated phone line testing across its global Medical Information network.

Automated monitoring of in-country phone lines can help identify potential issues earlier, enable more frequent testing and reduce the burden associated with manual checks. Ultimately, the aim is simple: to help keep Medical Information accessible when people need it.

Continuing the technology journey

These investments form part of a wider, long-term technology roadmap.

From connected systems and automated monitoring to omnichannel engagement and AI-enabled capabilities, PrimeVigilance continues to explore how technology can deliver meaningful improvements for clients and the people they serve.

The focus is not technology for technology’s sake. It is about using innovation to make services more accessible, connected and reliable, while combining technology with the specialist expertise and human judgement that remain essential to Medical Information and Pharmacovigilance.

Every connection counts. Every call matters. And every patient matters.

To learn more about how PrimeVigilance can support your Medical Information and Pharmacovigilance requirements, contact our team.