News : Panviva Enables Smarter Customer Service
Panviva SupportPoint was the focus of a newly-published Analyst Perspective research note from Ventana Research, a business technology research and advisory services firm. Panviva Enables Smarter Customer Service examines the link between agent support and desktop capabilities and the quality of customer experience delivered. In his note, Richard Snow, VP & Research Director for Customer and Contact Center Research, identifies key issues, requirements and recommendations to help CSRs provide a better customer experience.
Richard writes that "SupportPoint is an intriguing combination of business process management, content and knowledge management, enterprise search and CRM. SupportPoint provides all the capabilities of what I call a ‘smart desktop.’ It enforces consistent processes, can guide users in applications or substitute easier ways of accessing and inputting data, provides context for information and suggests next steps. Organizations that want to empower their customer service agents and help them achieve business goals should consider Panviva’s product."
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About Ted Gannan:
Ted co-founded Panviva after almost 20 years in a wide range of senior management, sales and editorial roles in the publishing industry. He identified the need for a better way of delivering employee performance support, which led to the design and development of SupportPoint. Since then he has led the company’s growth and overseen SupportPoint implementations for major customers around the world.
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: Friday, May 16, 2014