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A year to remember

2014 was transformational for Panviva and worthy of review. The year was marked by a number of product, customer and corporate milestones and the Cloud was the catalyst for each.

The introduction of SupportPoint Cloud in December 2013 was an exciting development in the company’s history. The advantages of moving SupportPoint to a cloud platform were compelling. Faster, more flexible deployment, scalability, ease of integration with other systems, and reduced costs of administration and ownership top the list of benefits for customers, partners and Panviva alike. It means we can deliver new features automatically to our customers every six weeks or so, making obsolete the traditional development model of a mega-release every 6-12 months and all the deployment costs that involved. Cloud allows us to respond quickly to changing market requirements and ensures that all customers always use the most up-to-date version of SupportPoint. In other words, the migration to Cloud makes Support Point future-proof.

All new customers added in 2014 and many of our existing customers have enthusiastically adopted SupportPoint Cloud. Lower start-up and ongoing costs and a greatly accelerated time to implementation made the purchase easier for new and existing customers alike. Panviva welcomed many new customers to the family in 2014, including leading financial institutions, insurance companies and health plans in Australia, the USA and the UK.

Industry recognition

Panviva earned our share of industry attention in 2014. In April, Gartner named us a Cool Vendor in Business Process Management, identifying Panviva in a select group of technology vendors that offer unique and innovative products or services that are delivering a strong market impact.

Then in May, Ventana Research published an Analyst Perspective research note: Panviva Enables Smarter Customer Service. Richard Snow, VP & Research Director for Customer and Contact Center Research wrote that “SupportPoint provides all the capabilities of what I call a ‘smart desktop.’” He advised “organizations that want to empower their customer service agents and help them achieve business goals should consider Panviva’s product.”

In October, SupportPoint was favorably evaluated in a report by Hypatia Research Group. Next Generation CRM: All About Achieving Business Process Excellence examines how intelligence-driven business process guidance can improve CRM performance by applying insight and predictive analytics to make customer service more responsive. The report includes a profile of Saint Mary’s Health Plans, a SupportPoint Cloud customer.
Our success is measured by our customers’ successes

Perhaps the best measure of the difference SupportPoint makes to our customers is the recognition they receive. In 2014 three Panviva customers received awards related to their implementations of SupportPoint.

For the third consecutive year, J.D. Power ranked AvMed highest in member satisfaction among Florida health plans and recognized AvMed as a 2014 J.D. Power Customer Champion, citing SupportPoint as a key enabler of its customer service performance.

Ventana Research bestowed its 2014 Technology Leadership Award for Operational Innovation in the Contact Center and Call Center Category to Health Alliance, in recognition of Health Alliance’s accomplishments in implementing SupportPoint.

Customer awards such as these are immensely pleasing and validate the great work all at Panviva do.

Expanding partnerships

Panviva extended existing partnerships and formed new ones in 2014. These included partnerships with Verizon Terremark for cloud infrastructure and MuleSoft for integration with enterprise applications. Panviva and EPIC Connections formed a strategic relationship. SupportPoint Cloud is a component of the EPIC Managed Services Technology Suite, a complete contact center in the cloud that also includes technology from InContact and Intradiem as a value added solution.

Capping the year was the investment in Panviva by Telstra Ventures, the venture capital arm of Telstra, the leading telecommunications company and one of the largest corporations in Australia. As part of the equity investment Telstra also became a reseller of Panviva, providing a sales channel that includes virtually all organizations in Australia and a growing footprint throughout Asia. The capital will accelerate product development and expand sales and marketing globally.

The great work goes on

2015 will be another year of product innovation and business expansion at Panviva. We look forward to sharing ideas and news through this blog, our website, on Twitter @Panviva, LinkedIn, and one-to-one. We hope you have a fantastic year, too.

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