Twilio versus Microsoft Teams for HCP join and field user experience
Key Takeaway
With Twilio, the rep runs the whole remote session inside the Life Sciences Cloud mobile app. HCPs join in a web browser through an Experience Cloud site. With Microsoft Teams, the rep switches between the Life Sciences Cloud mobile app and Teams.
Remote engagement in Life Sciences Customer Engagement lets field reps run virtual visits with healthcare professionals (HCPs) and healthcare organizations (HCOs) instead of meeting in person. Two video service providers are supported: Twilio and Microsoft Teams. They differ in how the rep runs the session, how the HCP joins, what content can be shared, what gets tracked and whether remote signatures work. The right choice depends on the organization's compliance requirements, tracking needs and collaboration preferences.
How a remote visit works
A remote visit follows these steps:
- The rep schedules the visit.
- The HCP receives an invitation with the meeting link and passcode.
- During the meeting, the rep can manage participants, share screens and capture signatures.
Twilio and Microsoft Teams share a common base:
- The organization provides its own license for the platform.
- Life Sciences email templates send the invitation emails.
- Reps schedule, manage and start remote sessions directly from Life Sciences Customer Engagement.
With both providers, remote sessions are supported only in the Life Sciences Cloud mobile app on iPad. Choosing Microsoft Teams doesn't add other rep devices.