Panviva, a provider of Business Process Guidance (BPG) systems for the health insurance industry, has announced an upgrade of its BPG system, SupportPoint.
The current economic climate has seen a surge in interest in BPG software in the U.S., Australia, and the U.K. because of its appeal to businesses looking for a self-funding and low-risk solution to reduce costs, increase efficiencies, and improve customer service in a competitive and tight market.
SupportPoint is used to guide customer service representatives through customer interactions in real time to improve efficiency, reduce errors, and reduce the reliance on training. Panviva has enhanced numerous areas of its solution and added new functionality.
New features of SupportPoint 7.0 include a newly designed author interface that reduces the time needed to create content; enhanced role management capabilities that makes it easier to manage permissions; redesigned report manager with more customizable report formats; and a new Satellite server that enables remote locations, such as offshore contact centers, to set up their own local server with content replicated from the main central server for faster local access, especially in locations with limited network or bandwidth access.
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