Panviva, a provider of Business Process Guidance (BPG) systemsfor the health insurance industry, has announced an upgrade of itsBPG system, SupportPoint.

The current economic climate has seen a surge in interest in BPGsoftware in the U.S., Australia, and the U.K. because of its appealto businesses looking for a self-funding and low-risk solution toreduce costs, increase efficiencies, and improve customer servicein a competitive and tight market.

SupportPoint is used to guide customer service representativesthrough customer interactions in real time to improve efficiency,reduce errors, and reduce the reliance on training. Panviva hasenhanced numerous areas of its solution and added newfunctionality.

New features of SupportPoint 7.0 include a newly designed authorinterface that reduces the time needed to create content; enhancedrole management capabilities that makes it easier to managepermissions; redesigned report manager with more customizablereport formats; and a new Satellite server that enables remotelocations, such as offshore contact centers, to set up their ownlocal server with content replicated from the main central serverfor faster local access, especially in locations with limitednetwork or bandwidth access.