The Global Association for Contact Center Best Practices & Networking

Wakefield, MA, November 11, 2010 – Panviva Inc. today announced that Stellar, a global expert in Managed Customer Relationships, has selected SupportPoint, Panviva’s real-time desktop guidance system, to enhance their high levels of customer service by further streamlining the speed and accuracy of agents providing answers to US call center customers. Stellar is a privately owned company and manages over 300 million customer interactions each year on behalf of its clients.

Stellar previously selected the SupportPoint solution in Australia to assist agents in managing customer relationships for their contact center clients. SupportPoint enabled Stellar to establish a centralized database of product, process and procedural information relevant to the customers and accessible in real-time to contact center agents. As calls are taken, SupportPoint guides the agents through the process of answering each call, providing step-by-step instructions and information. Like a GPS for a car, the SupportPoint system knows exactly where the user is going and provides fast, consistent, accurate answers and a superior service experience for the customer. Based on the success of the system in Australia, Stellar decided to broaden its use.

According to Peter Trowbridge, CEO Stellar US, "We are a very customer-centric organization and our goal is to exceed not only the expectations of our clients but of their customers as well. SupportPoint will help us provide a strong competitive advantage to our contact center clients, offering even higher levels of service and faster time to peak performance. With SupportPoint, we expect to achieve greatly reduced training requirements for agents, enable a big increase in soft skills training, lower the handling times for customers and increase the accuracy and consistency of calls. This will provide a customer experience that is second to none. We have undertaken implementing SupportPoint in conjunction with our client, National Motor Club of America(R) (NMC). Both Stellar and NMC recognize the value that SupportPoint will bring to our customers and how this tool will have a positive impact on the customer experience."

Stephen Pappas, Vice President Global Sales at Panviva, "SupportPoint has produced key operational benefits for Stellar since the solution was chosen in 2008, positioning the company well in the forefront for contact center outsourcing. Now they are extending that advantage to their US clients to offer the best and most efficient service experience possible."

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prweb.com

About Stellar:
Stellar is a global business process outsourcing provider, with over 6,000 employees across 19 contact centre sites. In addition to contact centre outsourcing, Stellar also specialises in document management, workflow automation technology and outsourcing solutions.

About Panviva:
Founded in 1996, Panviva develops employee performance support solutions for companies. SupportPoint, an employee performance support system, gives employees a single place to find all the information they need about how to perform their job. Panviva facilitates fast access to operational knowledge, allowing its users to significantly reduce training and support costs.