Contact Center Solutions Featured Article

Panviva's SupportPoint Augments Contact Center Capabilities for Health Alliance

June 19, 2014

Health Alliance Medical Plans, a health insurer and third-party administrator, has upgraded its contact center business applications and processes to support its endeavors in launching new products and to expand into new markets.

The insurer recently extended its market into Nebraska and Washington, and has obtained new Medicaid contracts. This has made it necessary to gain quick access to information for company representatives to serve customers better.

The business process guidance software from Panviva has been selected by Health Alliance to enable it to adopt new applications and enhance customer services delivery. Panviva specializes in developing business process guidance software for enterprises.


Panviva’s SupportPoint serves as the integration point for disparate systems such as Salesforce CRM, Microsoft SharePoint, a Web portal, electronic medical records (EMR) and enterprise server.

SupportPoint has been designed to ensure immediate access to accurate information that can be leveraged by over 100 customer service representatives (CSR) in addition to ensuring compliance with internal and HIPAA rules. Knowledgeable workers will benefit a lot from different capabilities like workflow navigation, applications, and communication which can be accessed via a simple interface.

SupportPoint is also a cost effective cloud-based solution. It can be accessed from anywhere and can be deployed quickly and easily as a fully-managed service. SupportPoint helps Panviva sustain optimum operational performance as it provides the CSRs with new applications and procedures which are easy to learn and follow.

The high levels of knowledge, content, workforce and business process management and enterprise search that were provided by Panviva’s SupportPoint helped Health Alliance to organize all its information.

SupportPoint serves the needs of Health Alliance’s commercial customer service center and its consumer and government programs contact center. It is used as a training aid, professional development coach, and as an information system.

Panviva was the subject of an analyst’s perspective published by Ventana Research, a business technology research and advisory services firm. The report titled “Panviva Enables Smarter Customer Service” examines the link between agent support and desktop capabilities and quality of customer experience delivered. The perspective identifies key issues, requirements and recommendations.




Edited by Allison Sansone



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