SOURCE: Panviva

Panviva

September 22, 2014 13:00 ET

Health Alliance Wins Ventana Research Technology Leadership Award

Panviva SupportPoint Central to Contact Center Transformation

BURLINGTON, MA--(Marketwired - Sep 22, 2014) - Health Alliance Medical Plans, a health insurer and third-party administrator serving 270,000 members in four states, received a Ventana Research 2014 Technology Leadership Award for Operational Innovation in the Contact Center and Call Center Category. The award honors business and IT leaders using technologies and applying best practices to provide the best possible outcomes in productivity, performance and support of an organization's goals and objectives.

Angela Beitelman, Health Alliance director of commercial and quality services, was recognized for defining and implementing new operational processes and enabling technologies that helped achieve ambitious growth objectives. Health Alliance doubled states served, won multiple Medicaid and Medicare Advantage contracts, and introduced two new health insurance products over a 12-month period.

Beitelman credits business process guidance software from Panviva for increasing contact center capacity and productivity while maintaining business continuity during significant expansion. SupportPoint is the contact center's integration point for all applications and systems. More than 100 customer service representatives use SupportPoint for immediate access to the information they need to serve customers and support sales & marketing operations.

Richard Snow, vice president & research director -- Customer and Contact Center Research, Ventana Research, wrote in a recent report that "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. Furthermore it can run on mobile devices, opening up the opportunity for it to be configured to support self-service."

About SupportPoint and Panviva
SupportPoint 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 is a cloud-based solution that is deployed as a fully-managed service for rapid implementation at lower cost. The company is headquartered in Melbourne, Australia. North American Regional Headquarters are in Boston, Mass., US. EMEA Regional Headquarters are in Leeds, England, UK. Visit www.panviva.com to learn more.

Contact Information

  • Contacts:
    Stephen Pappas
    Senior Vice President
    Panviva, Inc.
    978.743.6650
    Email Contact

    Chas Kielt
    Corporate Communications
    On Demand Marketing and Influencer Relations
    617.833.3649
    Email Contact