Panviva wins UK call centres contract

Peter Dinham
Tuesday, 14 July 2009 08:59

IT Industry - Deals

A major UK health insurer, Bupa, has selected Panviva to deploy its business process guidance (BPG) solution, SupportPoint, in its call centres.

Bupa Health, which has around 10 million customers in almost 200 countries, says it has chosen Panviva’s BPG solution to help it optimise the efficiency of its UK call centre operations, and as part of its plan to consolidate all customer, product and procedural information into one easy-to-navigate location.

Oke Eleazu, Bupa’s director for customer service and operations, said the implementation of the Panviva solution was the first step in a broader CRM initiative to implement business process guidance, and the company had selected SupportPoint “because it enables staff to access the information they require quickly to perform their jobs without interrupting the flow of the conversation with the customer.

“This is a move to introduce standards and consistency in the presentation of data, and avoid advisers having to create their own documents to simplify the process of dealing with customers. By ensuring that staff have rapid access to accurate information, we can avoid increases in call average handling times as their business grows in size and complexity.”

Panviva CEO, David Frenkel, said Bupa Health Insurance joined British Telecom, Colt Telecommunications and Thomson Reuters in adopting the SupportPoint solution in the UK.

“Many more organisations are recognising the benefits of providing business process guidance (BPG) for their staff in order to increase operational efficiency,” Frenkel said, adding that  “typically, it drives down costs with a self-funding three to six month investment payback while improving customer care quality and satisfaction.”

Frenkel claimed over 150,000 users across 37 countries in 18 languages for the SupportPoint solution.