What Centerfirst does

Centerfirst is a privately held healthcare consulting and technology firm founded in 2004 and headquartered in Carmel, Indiana, that serves pharmaceutical, biotech, and healthcare organizations with quality assurance, regulatory compliance, and contact center optimization services. Its core offering is an enhanced Quality Monitoring (eQM) program delivered through COMET, an FDA-validated call monitoring platform, and Discover, an AI enhancement that increases the volume of interactions reviewed while maintaining human-in-the-loop oversight from a team that includes nurses, pharmacists, and social workers. Layered on top are the proprietary Centerfirst CX Framework for healthcare customer experience measurement, speech analytics tuned to patient interactions, a Sales Accelerator for inside sales performance and HCP sentiment, dedicated regulatory compliance services covering FDA, False Claims Act, Sunshine Act, HIPAA, and Anti-Kickback requirements, and a Contact Center Oversight assessment line.

The business is operated as a B2B enterprise services company with no disclosed outside funding, channel partners, or public listing. Go-to-market is direct enterprise sales with consultative scoping and complimentary pilots, multi-year custom contracts, and quote-based pricing; engagements are anchored by a small number of large pharma clients, including a Top-5 bio-pharma contact center of 250+ agents managing 400,000 calls per year across 20 brands and a Top-5 global pharma where Centerfirst was named in a CAPA response following a regulator's discovery of tens of thousands of unreported adverse events. The firm is recognized as a Best Places to Work in Indiana for five consecutive years, reflecting the importance of credentialed clinical talent to its delivery model.

Name

Centerfirst

Legal name

Centerfirst

Website

https://center-first.com

Company type

Private

Founded year

2005

Operating status

Operating

Headcount range

11–50 employees

Ownership category

akta.pro rank

Product category

Healthcare Contact Center Quality Management

NAICS

Other Scientific and Technical Consulting Services (54169)

SIC

Services-Management Consulting Services (8742)

akta.pro primary industry

Safety & Medical Contact Centers (AE Intake/Call Centers) (HLAGALAI)

Keywords

• Pharmaceutical contact center
• Healthcare quality monitoring
• Regulatory compliance consulting
• Speech analytics healthcare
• Patient interaction analytics

Headquarters

HQ city

Carmel

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Others

Revenue model

1. Professional Services & Consulting: Full suite of contact center advisory services including quality management consulting, regulatory compliance services, contact center assessments, and operational optimization. Revenue generated through service engagements with healthcare and pharmaceutical clients.
2. Quality Monitoring Services: Outsourced quality management (eQM) program services providing ongoing contact center monitoring, call evaluation, reporting, and calibration services. Delivered as recurring service engagements.
3. Sales Performance Solutions: Inside sales assessment and performance improvement services including Sales Accelerator tools and AI-powered analytics for pharmaceutical sales teams.

Pricing tiers

Go-to-market motion2 records

Distribution channels2 records

Marketing channels6 records

Core offering

Centerfirst provides outsourced quality monitoring, regulatory compliance, and contact center advisory services to pharmaceutical, biotech, and healthcare enterprises. Its enhanced Quality Monitoring (eQM) platform combines FDA-validated COMET call monitoring software with Discover AI and human expertise (nurses, pharmacists, social workers) to deliver three-dimensional insights on agent, program, and customer performance across healthcare contact center interactions.

Product overview

Centerfirst offers a unified suite of healthcare contact center solutions centered around its core enhanced Quality Monitoring (eQM) platform, which delivers three-dimensional insights (Agent, Program, and Customer) through a combination of proprietary technology and human expertise. The core technology stack includes COMET (FDA-validated call monitoring software) and Discover (AI enhancement), supplemented by the Centerfirst CX Framework for customer experience measurement. The product portfolio spans Interaction Analytics (speech analytics), Quality Management, Regulatory Compliance Services, Contact Center Oversight, Inside Sales solutions including Sales Accelerator, and Advisory Services covering agent training, QM program design, technology support, and FDA inspection-ready environment development.

Differentiator

Problem solved

Functional benefit

Brands

• COMET: FDA-validated call monitoring software used for quality management and regulatory compliance.
• Discover

Products and services

• Interaction Analytics Speech analytics solution utilizing AI developed specifically for patient and healthcare interactions, combined with human expertise, to identify areas for improvement and support data-driven decisions for healthcare contact centers.
• Enhanced Quality Monitoring (eQM) Three-dimensional quality monitoring solution delivering Agent, Program, and Customer insights with expert guidance, helping healthcare leaders make proactive decisions and ensure contact centers achieve industry-leading performance.
• COMET (Call Observation and Monitoring Evaluation Tool) FDA-validated call monitoring software that ensures regulatory and compliance standards are met for pharmaceutical and healthcare contact centers, used within the enhanced Quality Monitoring (eQM) solution.
• Discover AI Artificial intelligence enhancement that monitors more contact center interactions to deliver insights faster, combining AI with human-in-the-loop review for enhanced accuracy.
• Centerfirst CX Framework Proprietary framework built from years of evaluating healthcare interactions, rooted in intentionally designing, continuously measuring, and proactively improving customer experience in healthcare contact centers.
• Contact Center Advisory Services Full suite of contact center advisory services including agent training, script writing, contact center operations, audits, product recall and launch preparation, agent recruiting, mock calling, technology support, management optimization, FDA inspection-ready environment development, RFP creation, QM program set-up, and customer surveys.
• Sales Accelerator Sales performance tool that identifies leading indicators to improve HCP sentiment and sales effectiveness by analyzing sales interactions for pharmaceutical inside sales teams.
• Regulatory Compliance Services Services to help mitigate regulatory and compliance risks including identifying adverse events and product quality complaints, ensuring FDA compliance, and optimizing business processes for pharmaceutical and healthcare contact centers.
• Contact Center Oversight Third-party assessment and monitoring solution providing transparency into contact center performance with unbiased evaluation against the Centerfirst CX Framework standards developed for healthcare interactions.

Quantifiable outcome

• 1/2 FTE per year saved by outsourcing QM program in a 5-person medical information contact center
• +3 more outcomes

Named customers4 records

Segments5 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability6 records

Feature5 records

Scale indicators5 records

Recent moves5 records

Expansion highlights5 records

Direct peers

• ICON plc: Global CRO with pharmacovigilance and medical information services for pharma clients, including post-marketing safety call handling and quality oversight — comparable on the safety/medical contact center workflow Centerfirst specializes in.
• Parexel: Global CRO with a dedicated Pharmacovigilance and Regulatory Services practice that runs safety call centers for pharma clients — comparable on the FDA inspection readiness, AE capture and CAPA response capabilities Centerfirst sells.
• IQVIA: Largest global CRO with a dedicated Pharmacovigilance & Safety Services line that includes safety contact centers and adverse event intake — directly comparable to Centerfirst's pharma contact center monitoring and AE/PQC capture offering.
• Syneos Health: Contract research and commercial organization offering pharmacovigilance, medical affairs and patient support services that include pharma contact center monitoring and quality programs — directly comparable in client base and scope.
• Ashfield (Inizio): Specialist pharma services business (now part of Inizio) that runs patient, medical information and pharmacovigilance contact centers for global pharma — directly comparable to Centerfirst's medical information and quality monitoring services.

Broad incumbents

• Foundever (formerly Sitel Group): Large global CX BPO with dedicated healthcare and pharma practice areas running patient access, reimbursement and adherence contact centers — a broader incumbent that competes for the same pharma contact center oversight RFPs.
• TTEC: Large CX technology and services provider with healthcare and life sciences clients running patient and HCP support contact centers — comparable as a broad incumbent competing for pharma QA and sales effectiveness engagements.
• Concentrix: Global CX and BPO major with a healthcare vertical that runs patient support, HCP engagement and inside sales contact centers for pharma — competes with Centerfirst on enterprise pharma contact center oversight and inside sales performance.

Emerging players

• NICE: Leading call recording, speech analytics and quality monitoring platform vendor increasingly used in regulated contact centers — competes at the underlying speech analytics and QM tooling layer that Centerfirst's COMET and Discover products address.
• Verint: Customer engagement analytics vendor with speech analytics and quality monitoring offerings; an adjacent technology player whose pharma vertical push could encroach on Centerfirst's quality monitoring and interaction analytics niche.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks7 records

Key highlights7 records

Customer concentration

• YouTubeyoutube.com/channel/UC_M2sbSKCEXJ1suC6bkZoZQ
• LinkedInlinkedin.com/company/centerfirst-consulting
• Xx.com/centerfirst

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Centerfirst