SOURCE: Panviva


May 15, 2014 08:00 ET

Ventana Research: "Panviva Enables Smarter Customer Service"

Independent Analyst Firm Cites SupportPoint's Complete Smart Agent Desktop Capabilities

BURLINGTON, MA--(Marketwired - May 15, 2014) - Panviva, the leading developer of business process guidance software, is the focus of a newly-published Analyst Perspective by Ventana Research, a business technology research and advisory services firm. Panviva Enables Smarter Customer Service1 examines the link between agent support and desktop capabilities and quality of customer experience delivered. The Perspective identifies key issues, requirements and recommendations. 

SupportPoint, 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 is cloud-based solution and can be deployed as a fully managed service for rapid implementation at lower cost. 

"SupportPoint is an intriguing combination of business process management, content and knowledge management, enterprise search and CRM," said Richard Snow, VP & Research Director. "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."

"Ventana Research's vendor-neutral benchmark research coupled with Richard's firsthand experience as a high-volume contact center executive makes this Perspective on SupportPoint especially useful to customer service executives," says Stephen Pappas, Senior Vice President for North American Operations at Panviva. "Recognition for innovation and performance by objective industry experts is gratifying and motivating."

About Panviva
Panviva is the originator of Business Process Guidance and the developer of SupportPoint, the world's leading Business Process Guidance system. 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 to learn more.

"Panviva Enables Smarter Customer Service" Ventana Research by Richard Snow, May 8, 2014.

Contact Information

  • Contacts:

    Stephen Pappas
    Senior Vice President
    Panviva, Inc.
    Email Contact

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