Telstra improves contact center support with Panviva stake

Staff writer
08 Jan 2015

Telstra Ventures had invested in Australian company Panviva, a provider of business process guidance software solutions.

Panviva's software, called SupportPoint, simplifies the interactions for contact center and back office staff who navigate multiple and complex systems to service customers.

SupportPoint is delivered in the form of software as a service (SaaS) via the cloud. It provides staff with one-click access to the help desk information they need in real-time, alongside the applications open on their desktop, Telstra Ventures said in a statement.

Michelle Bendschneider, executive director of Global Services at Telstra Global Enterprise and Services, said the investment would contribute to Telstra’s strategy of expanding its cloud services offering and provide solutions to its enterprise and government customers.

“Panviva’s solution delivers the right information, to the right person at the right time,” Panviva CEO Ted Gannan said in the statement. “The software knows exactly where the user needs assistance to complete tasks and assists to reduce the amount of time customers would need to spend on the phone or in a store, improving the customer experience.”

Headquartered in Melbourne, Panviva’s customer base spans Australia, the United States and the United Kingdom, including global brands in the banking, healthcare and telecommunications sectors.

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