News : Next Generation Customer Engagement is About Achieving Business Process Excellence, says Hypatia Research Group
Next generation customer engagement is about achieving business process excellence,
says Hypatia Research Group
Panviva SupportPoint Cloud Assessed in Independent CRM Study
SupportPoint Cloud from Panviva, the leading developer of business process guidance software, is the focus of a newly-published report by Hypatia Research Group, an industry analyst, technology market research & advisory firm. Next Generation CRM: All About Achieving Business Process Excellence1examines how intelligence-driven business process guidance can improve CRM performance by applying insight and predictive analytics to make customer service more responsive. The report identifies key issues, requirements, recommendations for vendor selection, use cases, metrics and a maturity model. Bpm’online, KANA, a Verint Company, Pegasystems and several other software providers were also evaluated. A copy of the report is available for download at http://www.panviva.com/hypatia-research-report
"Aggregating BPM and CRM makes both more valuable. By taking a holistic viewpoint, companies can create workflows that trigger responses to customer requests faster than ever before," said Leslie Ament, SVP Research & Principal Analyst at Hypatia Research Group. "BPM adds the ability for companies to leverage insight based on both external and internal content and/or data residing in CRM systems, and then take action based on that information."
SupportPoint Cloud, Panviva’s business process guidance software, provides knowledge workers with instant access to the exact information needed, workflow navigation, applications, and communication all in one place and accessed through a simple interface. SupportPoint Cloud is deployed as a fully-managed service for rapid implementation at lower cost.
"Panviva’s inclusion among a select group of established and emerging business process software companies is validation of a shift in the market landscape and the emergence of context sensitive BPM for many business operations," said Stephen Pappas, Senior Vice President, North America. "Panviva customers in healthcare, banking, insurance, telecommunications and other information intensive industries use SupportPoint Cloud for a range of business operations, from customer engagement to service delivery to administration & finance. All experience enhanced business performance."
1 "Next Generation CRM: All About Achieving Business Process Excellence,"© 2014 Hypatia Research Group LLC. All rights reserved.
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About Panviva, Inc.:
Panviva offers Business Process Guidance software that helps guide users, step-by-step, through their procedures in real time. The benefits are shorter training time, greater policy and procedure adherence, accuracy and consistency together with overall lower costs and improved productivity. Panviva's SupportPoint helps many companies around the globe increase revenue and drive higher Operating Income numbers, like HP, Catepillar, Fosters, British Telecom, BUPA and more
Published: Thursday, November 20, 2014