Panviva, the leading provider of Business Process Guidance systems, has cited a just-published research note from the Delphi Group that places Panviva's SupportPoint and services at the top of the chart for their superior ability to guide workers in real-time through complex systems and processes, achieving cost and productivity breakthroughs in applications such as call centres and back office functions.
The “Delphi Curve for Real-Time Desktop Guidance” publication is a framework that compares products and services intended to guide knowledge workers through business-critical desktop processes and procedures.
The increasing complexity of these environments, often with accumulating policy and regulatory requirements and quantities of frequently-changing product data, leads to excessive search times, poor responsiveness to customers' inquiries, errors and omissions in critical procedures, with lowered productivity, decreased competitiveness and increased cost. The research note examines a spectrum of tools to solve these problems ranging from passive “Help” systems at the low end of the curve, to “Business Process Guidance” from Panviva at the high end.
SupportPoint from Panviva is a new breed of real-time desktop guidance solution. It is aware of the user's role; aware of the user's current tasks, based upon the applications and screens open on the desktop and guides them step-by-step- in real-time through the processes, procedures and information to a quick and correct outcome. It functions much like a GPS in a car, which uses current road conditions, traffic reports and digital maps to help drivers navigate the latest and most complex roadways and conditions during rush hour.
According to David Frenkel, CEO of Panviva: “As the Delphi Study notes, the combination of Panviva's services to address improve information architectures and SupportPoint - which is a unique content delivery system - provides significant value at low cost, with quick implementation and fast payback. With some of the world's largest companies as customers and partners, Panviva's expertise is well known globally. We are helping insurance companies, financial services institutions and utilities, among others, reduce their operating costs substantially and generate increases in productivity that go straight to the top line.”
The full text of the Research Note is available free of charge at Delphi Group.
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Panviva
Panviva is the developer of SupportPoint, the world's leading Business Process Guidance system. Over 200 000 users across 37 countries rely on SupportPoint daily to guide them through complex processes and policies in real-time. Among Panviva's customers are HP, Caterpillar, BT, Medibank, BUPA, National Australia Bank and Fosters, who use SupportPoint to reduce operating costs while improving performance and compliance. For further information, please visit www.panviva.com.