Upland Panviva

Member Level: GPO Participant-revenue

Vendor Overview

Description of Services: Panviva is a Knowledge Management and Performance Support system that provide immediate access to standardized policies, procedures, call scripts and work instructions. Information is easy to access and easy for follow improving employee performance, efficiencies, and operational metrics such as AHT, FCR, error rates, new recruit training times and time to competency. Content from the knowledge base call also be made available to digital channels such as member portals, chatbots, IVRs, etc. fostering member self-service.

Primary Service: Technology solutions
Secondary Service: Marketing services

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61 Spit Brook Road, Suite 302 , 03060
Nashua, NH 03060
617-917-5149
http://panviva.com

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Documents
12/7/2015

Recording: Customers' Journey Map: How Your Plan Can Influence the Member Exprience Manged by Outside Stakeholders
For MA health plans, a map of your members’ journey — from prospective customer, to member, to patient, and back to member again – reveals dozens of critical moments when the quality of your members’ experience isn’t actually under your control.

5/7/2015

Presentation: Delivering The Ultimate Customer Experience At Every Touch Point
Steve Pappas with Panviva discusses a process for mapping your customers' experiences to identify touch points and opportunities to improve engagement with our members. Two worksheets are included.

2/17/2015

Presentation: Next-Generation Customer Engagement - The future starts here and now
Join Health Plan Alliance partner, for a discussion of next-generation customer experience. Steve talks with Richard Snow, VP & Research Director ? Customer and Contact Center Research with Ventana Research. They will explore recent and emerging developments in customer experience that will most affect the performance of your call center.

2/17/2015

Recording: Next-Generation Customer Engagement - The future starts here and now
Join Health Plan Alliance partner, for a discussion of next-generation customer experience. Steve talks with Richard Snow, VP & Research Director – Customer and Contact Center Research with Ventana Research. They will explore recent and emerging developments in customer experience that will most affect the performance of your call center.

Articles