SupportPoint reduces call center costs dramatically, while improving the customer experience. David Frenkel, Panviva CEO
Wakefield, MA (PRWEB) June 10, 2010
Panviva, the leading provider of Business Process Guidance solutions and developer of SupportPoint, today announced that it will be demonstrating its SupportPoint capabilities at the Annual Call Center Exposition (ACCE) 2010, June 14 – 17th in New Orleans, LA. ACCE, the premiere global gathering for the contact center industry, is a forum for education, networking and sharing of best practices.
SupportPoint is a Business Process Guidance solution that guides contact center personnel through each customer call step-by-step, in real time. Some refer to this as real-time knowledge management. At each step it supplies the rep with exactly the right information, guidelines and procedures they need to complete that step – and to move onto the next. Like a car’s GPS, SupportPoint is always aware of where the rep “is” in a process – according to the screens they have open on their desk -- and takes them one step at a time though the applications, information and procedures necessary to complete that process correctly. Reps complete the calls much more quickly, with no detours, no wrong turns and only minimal training required. The solution also ensures improved adherence to policies and procedures. The bottom-line results include reduced handling times (AHT), higher first-call resolution (FCR) rates, and ensured accuracy – all of which reduce call center costs and offer callers an improved customer experience.
“Many call centers today have a directive to reduce costs without negative impact on the customer experience,” said David Frenkel, Panviva CEO. “SupportPoint is a unique solution that reduces call center costs dramatically, literally across the board, while improving the customer experience. It’s also quick to implement, has no impact on existing technology and usually provides payback in fewer than six months.”
Visit Panviva in Booth #2 for a personal demonstration of SupportPoint and an opportunity to win an IPad!
Panviva is the developer of SupportPoint, the world’s leading Business Process Guidance system. Over 250,000 users across 37 countries rely on SupportPoint daily to guide them through complex processes and policies in real-time. Among Panviva’s customers are HP, Caterpillar, Thomson Reuters, BT, Medibank, BUPA, National Australia Bank and Fosters, who use SupportPoint to reduce operating costs while improving performance and compliance. For further information, please visit http://www.panviva.com.
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