Richard Snow's Analyst Perspectives

Panviva Enables Smarter Customer Service

Posted by Richard Snow on May 8, 2014 8:38:41 AM

On its website Panviva describes itself as providing “business process guidance,” which is a phrase I was notfamiliar with. As I searched the site, I found messages such as”it’s all about customer experience,” “the right information for the right person at the right time” and “navigating complexity.” All of these describe issues contact center agents face on a daily basis, and I concluded that Panviva competes in a space I track. My benchmark research into the agent desktop and its impact on customer servicefinds that agents play a significant role in the customer experience, but many have to work with a desktop that impedes them in accessing systems and information, and some of the interactions they handle are complex.It was this perspective I brought to a briefing with Steve Pappas, Panviva’s SVP for North America.

Read More

Topics: Customer Experience, Operational Performance Management (OPM), Mobile Apps, Self-service, Analytics, Cloud Computing, Collaboration, Customer Service, Business Process Management, Call Center, Contact Center, Customer Performance Management (CPM)