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Service Providers for Remote Engagement
Review the benefits of Twilio and Microsoft Teams to select the right collaboration platform for remote engagement sessions. Make an informed decision based on your compliance requirements, tracking needs, and collaboration preferences. To provide flexibility for your field teams, use both Twilio and Microsoft Teams as service providers.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise and Unlimited Editions with Life Sciences Cloud, Life Sciences Cloud for Customer Engagement Add-on license, and the Life Sciences Customer Engagement managed package. |
Service Provider Selection
Life Sciences Customer Engagement supports using multiple service providers for video calls, such as Twilio and Microsoft Teams. For each service provider that you plan to use, create separate visit channels and define the unique meeting invitations and settings.
When planning a visit, your sales reps can select the appropriate channel depending on the visit objectives and the needs of the HCP or HCO. Having different service providers is useful when your organization:
- Uses different providers across regions or institutions
- Manages phased transitions between platforms
- Accommodates diverse IT policies across environments
- Supports hybrid engagement strategies with HCPs
Common Features
Twilio and Microsoft Teams share these common features as service providers for remote sessions.
- You provide your own license for the platform.
- You can use Life Sciences email templates to send invitation emails for remote sessions.
- Sales reps schedule, manage, and start remote sessions directly from Life Sciences Customer Engagement.
With both service providers, remote sessions are supported only in the Life Sciences Cloud mobile app on iPad.
Service Provider Capabilities
Each service provider offers different capabilities for remote interactions.
| Feature | Twilio | Microsoft Teams |
|---|---|---|
| Field User Experience | Field users conduct the remote session and share content entirely in the Life Sciences Cloud mobile app. | Field users navigate between the Life Sciences Cloud mobile app and Microsoft Teams to conduct remote sessions and share approved content. |
| HCP Experience | HCPs join remote sessions by using a secure link to access an Experience Cloud portal in their web browser. They don't need to install an app. | HCPs join remote sessions in Microsoft Teams from the app or from their web browser. On their mobile devices, they often download the Microsoft Teams app. Microsoft Teams provides familiar collaboration tools, such as chat and raise hand. |
| Content Control and Screen Sharing | Field users can share only approved content by using the presentation player. | Field users have unrestricted access to share their entire screen. They can present any content on their device. |
| Tracking and Analytics | Life Sciences Customer Engagement captures presentation metrics and device data for each participant who joins the remote session. | Life Sciences Customer Engagement captures presentation metrics only for the parent account, similar to face-to-face visits. |
| Remote Signatures | Field users request signatures for consent, products, and samples from the remote session window. HCPs review requests and provide signatures immediately. |
Remote signatures aren't supported for Microsoft Teams. |
