The High Availability module for SupportPoint 8 guarantees call centre agents and field service staff always have access to critical information even during system outages or when working in areas where there is no network signal.
Ted Gannan, CEO
Melbourne, Australia; Burlington, MA (PRWEB) April 18, 2012
Panviva Pty Ltd today announced the next major version of their flagship software product, SupportPoint 8. SupportPoint is a business process guidance system that provides employees with online step-by-step work instructions, data, and policy information that enable them to do their jobs quickly and accurately when working within complex information environments.
SupportPoint 8 incorporates numerous functionality enhancements and extensions, including new support for work offline: The High Availability module for SupportPoint 8 guarantees call centre agents and field service staff always have access to critical information even during system outages or when working in areas where there is no network signal.
SupportPoint 8 also introduces powerful new search functionality that exploits Panviva’s proprietary technology for ‘searching in a known domain’. This new feature dramatically increases the speed and relevance of search results. The new review and approval workflow functionality provides powerful control over approval and publication of content. This will be a boon to Panviva’s customers in highly regulated industries such as banking and insurance.
According to Ted Gannan, CEO and co-founder of Panviva, “The high-availability module is an important advance for mission-critical applications. A number of our customers are telecommunications companies and utilities, where engineers working under field conditions often need but don’t have access to online data and complex work instructions. With the high-availability module in SupportPoint 8, these engineers will have immediate access to their procedures and data at all times, whether on the network or not. This will also be an important feature for our many call centre customers since uninterrupted access to information in support of customers and processes is critical to successful customer interactions.”
On the subject of the new search features in SupportPoint 8, Gannan pointed to the criticality of fast and accurate search for contact centre agents. “Many of our customers in banking and insurance use SupportPoint in their customer service centres and the key to providing industry-leading customer experience is ensuring agents have instant access to product, policy and process information. SupportPoint8 takes searching to a new level and provides our customers with a powerful competitive advantage.”
SupportPoint 8 is available immediately.
SupportPoint is a mature, stable product serving reference-able customers around the world in industries as diverse as banking, healthcare, telecommunications, utilities and municipal applications. For more information about the product, visit http://panviva.com/products-services/supportpoint.
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 British Telecom (BT), Colt, HP, Bupa, National Australia Bank, Westpac, Medibank Private, HBF, IC Frith, Foxtel, Austar, VicRoads, Gundersen Lutheran, AvMed, and Health New England. For further information, visit http://www.panviva.com