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Oracle Introduces Siebel Contact Center Integration Pack for Oracle Adverse Event Reporting System


Oracle today announced the availability of the Siebel Contact Center Integration Pack for Oracle Adverse Event Reporting System (AERS), a solution designed to streamline the capture, reporting and management of adverse events and product complaints while improving data integrity. The new integration pack is being delivered as part of Oracle Application Integration Architecture, a comprehensive set of products that delivers integrated business processes across Oracle, third-party and custom applications.

“By combining Siebel’s world-class contact center functionality with Oracle’s robust product safety and compliance capabilities, Siebel Contact Center Integration Pack for Oracle AERS offers pharmaceutical and medical device companies a closed-loop adverse event and complaint solution that facilitates compliance and more effective management of adverse event reports,” said Neil de Crescenzo, Group Vice President, Healthcare and Life Sciences. “The solution provides out-of-the-box mappings, pre-built business processes and an open architecture framework that helps life sciences organizations reduce implementation costs while providing the flexibility needed to meet an organization’s specific business needs and configuration requirements.”

The Siebel Contact Center Integration Pack for Oracle AERS seamlessly passes customer, product complaint and potential adverse event information from Siebel Contact Center to Oracle AERS, automatically escalating reports, as appropriate. These capabilities drive faster event processing to help pharmaceutical and medical device manufacturers promptly report accurate adverse event and complaint information to the appropriate safety and regulatory group(s) for further evaluation. This closed-loop solution - which automatically loads event-related information from Siebel Contact Center into Oracle AERS and updates it to reflect changes - reduces duplicate data entry and provides life sciences organizations with complete, accurate and synchronized information, helping to reduce costly conflict resolution and reconciliation.

Simplified, Cost-Effective Implementation
As part of the Oracle Application Integration Architecture, the Siebel Contact Center Integration Pack for Oracle AERS provides faster and more efficient implementation through process and data standardization. The Process Integration Pack leverages the Oracle(r) Fusion Middleware Service Oriented Architecture (SOA) Suite and uses a methodology that should enable a quick implementation by customers or partners. In addition, the integrated solution offers pharmaceutical and medical device companies ongoing vendor support, maintenance and upgrades - enabling a reduced total cost of ownership.

A vendor-supported integration allows organizations to avoid unknown and unbudgeted support and maintenance costs. Oracle developers worked closely with leading life sciences organizations to create a robust and flexible integration framework utilizing recognized industry specifications and best-practice business processes.

“Pharmaceutical and medical device manufacturers are challenged to cost effectively ensure compliance within an increasingly complex web of regulations, while working to improve overall operational efficiency and accelerate delivery of safe and effective products to market,” said Eric Newmark, Research Manager at Health Industry Insights. “Automated adverse event and product complaint systems can facilitate faster and more efficient reporting, which, in turn, helps to ensure public safety, reduce organizational liability and contain the cost of compliance.”


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