Delivering knowledge your way
Written by Keith Berg, VP of Product and Technology for Project and IT Management (PITM) Solutions at Upland Software
If the past year is any indicator, having the right strategy and cloud-based knowledge system in place to accommodate hybrid workforces and changing demands is more critical than ever. Yet there is no ‘one size fits all’ approach to sharing knowledge.
Sometimes the challenge is connecting your remote contact center agents with the right information from a myriad of software platforms in order to drive customer satisfaction and value. In other cases, it is simply providing job-specific guidance for customer service teams from a single source, ensuring improved productivity and onboarding time, in addition to decreasing compliance errors.
This is why we’re excited to announce our acquisition of Panviva.
With Panviva, Upland can now offer customers a wider range of capabilities to help businesses create, maintain, and distribute knowledge the way that fits their business needs.
Knowledge Your Way
When organizations are seeking knowledge solutions, it usually starts with the same question: how do we get the right information to our workforce quickly and efficiently so they can do their job well no matter the interfaces they work in or where they physically work? And it’s the ‘how’ that’s unique to each business.
Some organizations have content living in hundreds of different repositories and they need a connected knowledge solution that provides call centers with the ability to quickly conduct multi-channel searches and access peer posted content. To tackle this challenge, our customers rely on our RightAnswers product.
With Panviva, organizations have the ability to orchestrate knowledge into a single source of truth, adding step-by-step process guidance through browsable workflows, all while ensuring compliance. This is important in industries where global regulations are heavily imposed and continue to fluctuate, such as utilities, healthcare, and financial services.
Using Knowledge to Unlock Real Results
Today, having the right knowledge approach and system in place is no longer a ‘nice to have’ but business critical, especially as the world continues to shift in the way we operate. And Upland is here to deliver the knowledge solutions your business needs to unlock real results, which includes:
- Reducing operating costs and compliance errors
- Increasing customer call resolution
- Improving productivity and onboarding time for a hybrid workforce
- Scaling existing resources
- Increasing customer self-service, satisfaction, and Net Promoter Scores
- And the list goes on.
We can’t wait to show you how Upland can drive value for your business.