MELBOURNE, Australia – When one of the world’s leading business process guidance vendors, Panviva, chose to transition its flagship enterprise solution, SupportPoint, onto Verizon Terremark’s private cloud, the decision helped facilitate an important strategic direction for the company’s chief information officer – transforming SupportPoint into a SaaS-ready solution that easily scales to Panviva’s growing global customer base.
As a result, Panviva can now deliver SupportPoint to customers 90 percent faster than before, enabling the company to offer its services at a more competitive price point and also frees up employees to focus on the customer experience, rather than the delivery process.
SupportPoint offers real-time guided navigation to improve efficiency and accuracy in modern contact center and customer service environments, as well as highly regulated or complex work environments. SupportPoint guides leading organizations through complex policies and systems, and helps them to outperform their competitors and reduce operating costs, while maximizing the end-customer experience.
“We have over 200,000 users in 37 countries who count on us to deliver a product that adds genuine value to their service levels and operations,” said Ben Cordeiro, Panviva’s chief information officer. “This requires us to be relentless in seeking out new technologies and innovations that will become that next differentiator, the thing that carves out another 10 percent from end-customer wait times or adds another way to simplify compliance for end users. Most importantly however, all this needs to happen seamlessly.
“In Verizon, we have found a partner that is not only helping us make a measurable difference to our service delivery, but has also provided us with a secure and globally scalable platform that is coupled with the transformation of our product and international expansion of our business,” Cordeiro said.
Panviva’s business is growing rapidly across the globe, and the increasing demand on resources to manage each deployment individually, rather than enhancing its own technology, was no longer a sustainable model. As part of Panviva’s product transformation, the company decided to outsource the global hosting requirements to a Verizon Terremark private cloud environment in order to simplify system management and support the ability to deploy SupportPoint from the cloud.
“Panviva’s growth is dependent on its ability to deliver services around the globe, and the company needed a global hosting platform that could help manage its service delivery from one single point with one local team,” said John Karabin, area vice president of Verizon Australia and New Zealand. “Verizon looks forward to playing a part in Panviva’s continued success.”
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