Our experiences with SupportPoint have shown that the product reduces training requirements for agents, lowers the handling times for customers, and increases the accuracy and consistency of calls.
John Hollingsworth, CEO Stellar
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Burlington, MA; Melbourne, AU; Dallas; London; Montreal; Manila (PRWEB) November 17, 2011
Panviva, Inc., the world's leading provider of Business Process Guidance systems, announced today that Stellar®, a global leader in Managed Customer Relationships, will offer SupportPoint®, Panviva's real-time desktop guidance system, as a key component in its solution set to new and existing clients. Enhancing the Stellar offering and providing key market differentiation, SupportPoint will improve the speed, accuracy, and efficiency of Stellar’s call center staff, who manage millions of customer interactions in call centers around the world each year on behalf of clients from a wide range of industries.
Stellar previously selected the SupportPoint solution to assist its agents in managing customer relationships for several organizations in the US and Australia, and based on the success of the system in these two regions, Stellar decided to expand its relationship with Panvia, and actively offer SupportPoint to all its customers.
Panviva's SupportPoint is a unique technology that helps call center reps navigate through customer calls, providing them with online step-by-step instructions that present only relevant information about members, benefits, policies and procedures at precisely the moment of need. Among the results are lowered call handling times, answers that are accurate and consistent, increased FCR rates and customer satisfaction, and lower operational costs.
According to John Hollingsworth, CEO Stellar, “We are a very customer-centric organization and our goal is to exceed not only the expectations of our clients but of their customers as well. SupportPoint will provide to us market distinction as well as a strong competitive advantage to our contact center clients, offering even higher levels of service and faster time to peak performance. SupportPoint has a positive impact on the customer experience, and our experiences have shown that the product reduces training requirements for agents, lowers the handling times for customers, and increases the accuracy and consistency of calls. We are very pleased to have entered this new level of agreement with Panviva and offer SupportPoint to our clients worldwide."
Ted Gannan, CEO at Panviva, "SupportPoint has produced key operational benefits for Stellar, positioning the company well in the forefront for contact center outsourcing. We are delighted with this expanded relationship, as Stellar offers the benefits of SupportPoint to a worldwide base of clients."
As a global expert in Managed Customer Relationships (MCR), Stellar provides quality customer interactions for a number of leading global brands. Stellar is privately owned and employs 5,000+ people across 16 locations, managing over 300 million customer interactions on behalf of its clients each year. Its offerings span front office services, such as Customer Service Support, Sales and Information, to automated back office support services and solutions. For more information, visit http://www.StellarBPO.com.
Panviva is the pioneer and leading provider of business process guidance (BPG) solutions. Our unique methodology and advanced software enable customer service organizations to cope with the complexity inherent in their environment. The company's product, SupportPoint, guides users step-by-step through processes, procedures, and product information in real time, engendering continuous improvement. The results are transformational: dramatic and continuous cost, error, and risk reductions; greatly improved customer satisfaction, and elevated employee engagement and loyalty. Panviva's customers significantly outperform their competition and achieve better financial performance. Among those customers are Bupa, Medibank Private, British Telecom (BT), HP, National Australia Bank, Foxtel, Austar, AvMed, Gundersen Lutheran, Health New England and Vic Roads. For more information, visit http://www.panviva.com.
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