Make every agent an expert. Make every moment matter.

AI Powered Guidance so good your agents & customers will never want to leave.

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Knowledge Management System

Panviva AI Knowledge Assistant

Introducing our AI Knowledge Assistant – a one-click content wizard powered by Generative AI. Delivering knowledge differently in every scenario is essential for maximizing agent productivity and customer satisfaction.

Discover the possibilities

Deliver accurate knowledge from a single source of truth.

Agent Guidance

Improve performance and the employee experience.

Fast track employees’ learning paths from anywhere with on-the-job support.

  • Navigate seamlessly between business applications with our “guide on the side.”
  • Decrease training times with accessible onboarding resources and information.
  • Empower knowledge workers to confidently and consistently answer complex questions in ever-changing, highly compliant industries.
Digital Channels

Deliver knowledge everywhere.

Reduce employee workload by providing knowledge through chatbots, IVRs, websites, and other digital channels from a single source of truth.

  • Streamline self-service on websites and customer portals using existing knowledge.
  • Curate responses to deliver the right knowledge for each channel and audience.
  • Provide contextual knowledge to agents based on where they are in their business application.
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ISO 27001

Remain compliant and competitive, especially in highly regulated industries.

Eliminate compliance risk! Panviva Knowledge Management simplifies complex regulations and processes.

Healthcare

Deliver a complete and compliant patient experience.

  • Meet regulatory requirements by complying with patient data protection laws.
  • Provide confidence in care with accurate knowledge for every inquiry.

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Finance

Boost efficiencies and reduce cost while improving your customer and digital experience.

  • Slash training times with intuitive, on-the-job support.
  • Give customers 24/7 access to the knowledge they need through chat bots and web portals.

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Utilities

Simplify processes for your agents so they can focus on the customer.

  • Reduce compliance failures by delivering contextual knowledge at an agent’s moment of need.
  • Stay ahead of constant regulatory changes with real-time notifications.

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Reduce training time and escalations.

Serve employees appropriate processes and scripts at their precise moment of need, freeing up senior staff for more complex issues.

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Overcome compliance breaches and process errors.

Keep content up-to-date (with a full audit trail), to ensure knowledge workers have clear and concise instructions in even the most highly regulated industries.

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Focus on customers, not processes.

Deliver consistent and accurate knowledge, regardless of customers’ choice of channel, allowing agents to focus on customer conversations and escalations.

Panviva 2024 G2 Badges

Delivering compliant, omnichannel knowledge management experiences

We transform agents into instant experts by streamlining knowledge delivery, ensuring compliance, and boosting productivity. Deliver exceptional customer service across every stage of the customer journey.

All of the Panviva benefits go directly to cost savings and to competitive advantage. We can do more with less and our customers are receiving superior service.

Peggy Kidd
Quality Assurance Manager, AvMed

Choose your perfect knowledge solution.

No matter how your organization prefers to connect with employees and customers, we have the solution for you.

Download the brochure

 

Knowledge Management Services

After deployment, we want to ensure your knowledge journey continues. Thus, we have created a program to help you become self-sufficient and ensure success.

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AAA
Desert Financial Credit Union
Maximus
NextCare Urgent Care
Penn Medicine
TUFTS Health Plan
Medibank logo
Westpac logo
Origin logo
Baylor Scott & White
Telstra
GM Financial

We unite your existing applications, and then some.

Upland Panviva’s many integrations deliver contextual guidance for your employees and customers.

Platform Integrations

  • Salesforce
  • Microsoft Teams
  • Microsoft Power Platform
  • Zapier
  • Twilio
  • PEGA Systems

Other Integrations

  • Microsoft Bot framework
  • IBM Watson
  • Creative Virtual
  • Alexa
  • Nugget
  • PiP
  • NPM
  • And more
Keep your contact center in the know!

Check out our Connected Knowledge episodes

Want to transform your organization’s contact center and hear from industry experts? Look no further than Upland’s Connected Knowledge podcast. Each episode bring invaluable insights to help bring your contact center to the next level.

Listen Here

Panviva Connected Knowledge Podcast Image

Reliable products.
Real results.

Panviva

GM Financial streamlines content deployment processes to boost employee productivity and accuracy.

GM Financial created consistency to reduce non-compliance errors.

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Panviva

Carle Health reduces scheduling complexity to provide higher-quality patient care.

Carle Health created better processes to improved doctor and call center agent morale.

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Panviva

Telstra created a single source of truth to eliminate errors during major process changes.

Telstra reduced training time and increased productivity and confidence for employees.

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A Feature-rich knowledge management system like you've never seen before.

Compliance-driven knowledge
  • Step-by-step agent guidance
  • Employee notifications when critical knowledge is changed
  • Comprehension quizzes
  • Track and record who has viewed documents
Intuitive guidance
  • Split-screen guides through complex processes
  • Follow-along navigation floats on top of other apps
  • Pre-packaged templates for optimal navigation
Content approval workflow
  • Tracking for comments, approvals, and full version history
  • Reports for review status to stay on track
  • Scheduling for reviews to meet audit requirements
Customizable content design
  • Customizable user interface
  • Ability to add company branding
  • Designed to match employees’ competency levels
  • Expandable and collapsible details
Collaboration hub
  • Instant feedback capture
  • Due dates to help meet deadlines
  • Advanced feedback for process improvements
  • Direct lines of communication between SMEs and knowledge workers
Simple authoring
  • WYSIWYG editing and templates
  • Prepackaged templates
  • Reusable content modules to fast-track updates
Analytics
  • Instant feedback capture
  • Triage to in-house SMEs
  • Due dates to help meet deadlines
  • Categories to enable trend analysis
Notifications
  • Alerts for important content and business changes
  • Track when changes have been read and tests are complete

Explore our features further.

Download the product matrix

Go beyond a knowledge management system for the complete customer experience solution.

Pair Panviva with other products to boost your call center agent productivity.

RightAnswers

Connected Knowledge Management for enterprise contact centers and help desks.

Learn more

InGenius

Computer Telephony Integration (CTI) powering personalized customer service.

Learn more

Rant & Rave

Customer engagement software that turns insight into action.

Learn more

Ready to get things done?

Let’s get to work