The medical device industry is changing fast. New technologies, stricter regulations and higher patient expectations create new challenges, and manufacturers and distributors must deliver excellent support while managing complex supply chains, tighter margins and compliance requirements.
Fusion CX offers specialized call center services for medical devices and durable medical equipment. Our industry-trained agents provide accurate, compliant and empathetic support to patients, caregivers, hospitals and healthcare professionals, building trust and loyalty through every interaction. Services cover product education, technical troubleshooting, complaint handling, warranty support and post-sales assistance, with processes aligned to FDA, MDR and ISO requirements.
From our medtech call center teams to multilingual, omnichannel support delivered from the US, Canada, Latin America, Europe and Asia, we help you turn customer support into a real competitive advantage: higher patient satisfaction, faster response times, increased device adoption and sustainable growth.
Eight services that cover the device user journey for manufacturers, distributors and DME suppliers.
Help with installation, setup and every basic and advanced feature of your companion apps, with personalized assistance for each user.
Agents trained to understand your devices in depth, so they can guide users on proper use and share relevant product programs.
Plain-language instructions for users who struggle with device manuals, helping them resolve setup, connectivity and operating issues quickly.
Complaints documented completely and on time under HIPAA and regional requirements, then routed to your team to support reporting decisions.
Around-the-clock handling of product, order and coverage inquiries, with empathetic engagement that leaves users satisfied after every interaction.
Device complaints handled with care and diplomacy, resolving issues promptly while protecting retention and the user's trust in your brand.
On-time order processing and status updates that improve delivery experiences and reduce complications for your internal operations teams.
End-to-end return assistance, with billing questions and refund requests processed quickly for a smoother experience after purchase.
Device users call when something is not working, often at a stressful moment. Here is how we prepare teams to help on the first call.
Agents learn your instructions for use, setup flows and troubleshooting trees, and are certified on each device before taking live calls.
Tier 1 resolves setup, pairing and usage questions; complex faults escalate to your engineering or clinical teams with full notes attached.
Possible complaints and adverse events captured verbatim, coded and routed within your timelines, so your quality team can make reportability decisions.
Order status, resupply reminders, returns and refunds handled in one queue, with required documentation checked before orders ship.
Omind products sit inside every device support program. People make every decision that affects patient safety or complaint handling.
Automatically scores device support calls and chats, checking that complaint details, disclosures and escalations were captured on every interaction.
GenAI voice agents handle order status, resupply reminders and routine setup questions around the clock, with a clean handoff to a trained agent.
Real-time accent harmonization and noise suppression help older patients and caregivers follow setup and troubleshooting steps the first time.
Technical skill, compliance and global reach for device makers, distributors and DME suppliers.
Round-the-clock application support and technical assistance in plain terms, so users resolve issues quickly.
Device users communicate in their own language, which drives faster resolution and better CX.
Phone, email, text and web chat in one conversation history for seamless device support.
HIPAA-compliant processes with PCI DSS and ISO/IEC 27001:2022 on every interaction.
Delivery from the US, Canada, Latin America, Europe and Asia to match coverage and budget.
40+ delivery centers in 13 countries keep device support running through outages and peaks.
What happened when MedTech, provider and pharmacy organizations handed support to Fusion CX.
Tell us about your devices, users and support volumes. A healthcare CX specialist will follow up with a scope, ramp plan and pricing.
Guides for DME suppliers and device makers running patient and customer support.
The questions device makers, distributors and DME suppliers ask us most often.
Medical device manufacturers often focus primarily on R&D and regulatory work, which leaves customer service stretched. Outsourcing to a partner that specializes in medical device support lets manufacturers deliver competent, compliant customer care without diverting internal teams from product development.
Outsourcing customer engagement to a professional contact center creates consistently satisfying experiences. Those experiences strengthen your brand identity and reputation through positive reviews and word of mouth, which helps attract new customers and healthcare buyers.
Building an expert support team in-house is challenging and draws resources away from core operations. Fusion CX brings trained, experienced device support professionals across 40+ delivery centers, so you can improve support quality and coverage without the hiring burden.
Not necessarily. Fusion CX contact center solutions are customized to your device business's requirements, so we can design a program that matches both your support needs and your budget while delivering industry-standard medical device call center services.
Yes. Our agents capture complaint details completely on first contact, document them under your procedures and route them to your quality team within your timelines. Your team keeps responsibility for investigation and any regulatory reporting decisions, and we keep the user informed along the way.
