--- title: Upland Panviva Reviews meta_title: 'Upland Panviva Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 95 reviews by the users' company size, role or industry to find out how Upland Panviva works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 95 scale: '5' date_modified: '2026-08-07' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Upland Panviva Reviews **Vendor:** Upland Software **Category:** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base) **Average Rating:** 4.6/5.0 **Total Reviews:** 95 ## About Upland Panviva Upland Panviva delivers AI-powered, expert-approved guidance and recommendations to build confidence and trust for contact center agents and customers. Panviva ensures complex organizations and their customer experience operations are compliant, competitive, and productive. Tailored for healthcare, health insurance, banking, utilities, and BPO organizations with large contact centers, Panviva offers flexible solutions that allow you to evolve at your own pace. From compliance-focused manual knowledge management to fully AI-powered, seamlessly integrated guidance across your contact center ecosystem, Panviva grows with you. Experience the productivity power of Panviva and transform your organization's knowledge delivery while maintaining strict compliance standards, all backed by deep industry expertise. ## Upland Panviva Pros & Cons **What users like:** - Users praise the **accuracy** of Upland Panviva, finding it essential for efficient real-time resource management in critical industries. (1 reviews) - Users value the **real-time analytics** of Upland Panviva, enhancing efficiency and accuracy in critical resource management. (1 reviews) - Users value the **versatile daily use** of Upland Panviva for various instructional and product needs. (1 reviews) - Users value the **ease of learning** with Upland Panviva, finding information structured and readily accessible. (1 reviews) - Users enjoy the **ease of use** of Upland Panviva, leveraging it daily for various instructional and product materials. (1 reviews) - Users find **easy access** to information invaluable, enhancing efficiency and accuracy in fast-paced industries like customer support. (1 reviews) - Easy Setup (1 reviews) - Efficiency (1 reviews) - Efficiency Improvement (1 reviews) - Users value the **real-time resource management** of Upland Panviva, enhancing efficiency in fast-paced industries. (1 reviews) **What users dislike:** - Users often face **customization issues** with Upland Panviva, finding it challenging to tailor the system to specific needs. (1 reviews) - Users report occasional **system glitches with images** , though they find these issues manageable and easy to work around. (1 reviews) - Users face **integration issues** with Upland Panviva, finding it challenging to tailor the product to specific company needs. (1 reviews) - Users find **limited capabilities** in tailoring Upland Panviva to specific needs, complicating integration with multi-platform systems. (1 reviews) - Users find **limited customization** options challenging, making it difficult to tailor Upland Panviva to specific needs. (1 reviews) - Missing Features (1 reviews) - Not Intuitive (1 reviews) - Software Bugs (1 reviews) - System Instability (1 reviews) ## Upland Panviva Reviews ### 1. Great Knowledge Base for Team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2023 **What do you like best about Upland Panviva?** Ease of use and implementation. Customer Support very helpful. **What do you dislike about Upland Panviva?** Would like to be able to use a wider variety of fonts. **What problems is Upland Panviva solving and how is that benefiting you?** Changing healthcare industry, allows call center agents knowledge quickly. ### 2. Constructs early certainty while expanding effectiveness **Rating:** 4.5/5.0 stars **Reviewed by:** Sofia E. | User Support Specialist , Online Media, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Upland Panviva?** Panviva is not difficult to utilize, it is an all inclusive resource!It conveys all the data we really want and use consistently, exceptionally simple. Our area of expertise is extremely high speed and updates are continually changing however with Panviva we are generally in total agreement and updates are gotten promptly. To wrap things up, everybody at Panviva is great!Exceptionally supportive and extraordinary to work with! **What do you dislike about Upland Panviva?** While feature requests are welcome, the ability  to submit enhancement requests and track their progress on the roadmap would be ideal. **What problems is Upland Panviva solving and how is that benefiting you?** Our staff can now serve our members with  greater ease and confidence thanks to Panviva.  Overall, the member experience is better, and interactions can be handled faster. It has been of great assistance to us in raising ourstandards of care quality in a very practical  approach by improving the levels of customer  service to my users to the highest level in a very  simple, straightforward, and quick manner. ### 3. the quality in terms of performance and operation is quite good **Rating:** 3.5/5.0 stars **Reviewed by:** Maysa A. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2020 **What do you like best about Upland Panviva?** What stands out the most is its ease of use, which greatly reduces search time and improves the quality of service to offer our products to our customers in an easy, safe, and efficient way. The fact that it helps us improve online service channels for our customers in a much more agile and efficient manner is quite useful for reducing response times to requests and requirements from our users. The quality in terms of performance and functionality is quite good, which allows us to use it in a very good and optimal way, without any major problems or inconveniences. **What do you dislike about Upland Panviva?** My main complaint is that carrying out the initial configurations can be quite an odyssey, so it is necessary to hire the services of a specialized agent who can configure for us. **What problems is Upland Panviva solving and how is that benefiting you?** It has been of great help to improve customer service levels for my users to the highest level in a quite simple, easy, and fast way, which allows us to raise our quality standards of service in a quite practical way. ### 4. Phenomenal product **Rating:** 5.0/5.0 stars **Reviewed by:** D.D. F. | Contact Center Advisor, Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2019 **What do you like best about Upland Panviva?** The goal of Panviva is for the client to be self-sufficient and they have built the product with that in mind. It is intuitive to build, support and use. They have created help guides within their software and have thought of almost everything that a call center would need. **What do you dislike about Upland Panviva?** I cannot find much to recommend for this product. Maybe if they could consider integrating a agent- reporting tool to allow agents to send messages to their supervisors about calls that would benefit from a follow-up ( KUDOS tracking or issue resolution). **Recommendations to others considering Upland Panviva:** While this software is ideal for call center agents, organizations can benefit from delivering information to their employees with this tool; making it multi-functional across the organization. **What problems is Upland Panviva solving and how is that benefiting you?** Being able to put the information at the fingertips of the employee is key! They have minimized "waste" by removing laborious searching. ### 5. Great product, but the initial stages can be cumbersome **Rating:** 4.0/5.0 stars **Reviewed by:** Christopher M. | Director, Center of Excellence, Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2019 **What do you like best about Upland Panviva?** We are just programming it now, but it's going to help our team navigate through our processes much easier. **What do you dislike about Upland Panviva?** I think the biggest downfall is that it takes a lot of programming on the front end. We are an extremely lean and busy department so it can prove to be difficult to have the right resources to program all of the material. I would like to see a team that would be able to program everything for us, but I know that would be much more costly. **Recommendations to others considering Upland Panviva:** Make sure you have the resources to program the system. If you are a small organization I would recommend looking into possible consultants that could complete the writing process. We did, but it wasn't cost effective for us. **What problems is Upland Panviva solving and how is that benefiting you?** We haven't started using the finished product yet, but we anticipate it being able to shorten our calls by providing our team with an easier way to answer questions. We now use a system that is antiquated and not user-friendly and this will change that for our team. ### 6. A one stop shop that clears the clutter and generates early confidence while increasing efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Larry B. | Panviva Administrator, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** April 15, 2019 **What do you like best about Upland Panviva?** All of my resources and processes are in one centralized location. I no longer have to remember which resource program or email something I may need to use for work is sitting in. I can go straight to what I need in seconds by clicking or typing in a search. **What do you dislike about Upland Panviva?** We've had request for more LMS style capabilities. SupportPoint is not an LMS program but if we could have the ability to report on missed question results at the single question level our departments would also begin using the training question capabilities of SupportPoint at a much higher level for all training. **What problems is Upland Panviva solving and how is that benefiting you?** We've solved the issue of having to spend large amounts of time searching for information. One of the big benefits we've seen is a reduction in training time. On average departments have reduced training time by 25-40%. One department found they were able to reduce training time by 66% resulting in new frontline employees functioning at 100% two months ahead of schedule. ### 7. Convenient way to look up and follow procedures. **Rating:** 5.0/5.0 stars **Reviewed by:** Leanne H. | MSC Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2018 **What do you like best about Upland Panviva?** The simplicity of finding procedures and references. Our call center uses it for everything from maintenance changes, to transactions and interoffice procedures. Our retail staff has also implemented the use of it and can easily find what they need while assisting members face to face. **What do you dislike about Upland Panviva?** I enjoy using the system and find it helpful. I also write some of the procedures and enjoy being involved with the Panviva project here at Central One. **What problems is Upland Panviva solving and how is that benefiting you?** Our call center agents have benefited by following procedures for transactional inquiries as well as maintenance inquiries. ### 8. Simplifies the process of accessing knowledge when you need it. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** April 16, 2019 **What do you like best about Upland Panviva?** Panviva allows organizations to create a source of truth that is easily shareable throughout teams within an organization that need it. **What do you dislike about Upland Panviva?** As with any solution, there will be things that aren't exactly as you would have it be or might be used to. One example is that you can't use right click to copy/paste (have to use Ctrl C/V). A minor thing to adjust to, but annoying at first. **Recommendations to others considering Upland Panviva:** Be mindful that authoring and maintaining content, while very user-friendly, does take a significant amount of time. If possible, I'd plan to devote a significant resource to implementing and supporting the tool. **What problems is Upland Panviva solving and how is that benefiting you?** Access to knowledge that is current and true for our call center agents. ### 9. Panviva in the work place **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Medical Devices | Enterprise (> 1000 emp.) **Reviewed Date:** April 17, 2019 **What do you like best about Upland Panviva?** The color coding tables [quick links grid] The ability to hide an unfinished page Storage capacity **What do you dislike about Upland Panviva?** how many tedious clicks I have to do. For example, I can't just copy and paste something from the table that allows color. I have to physically open up the individual table cell and edit. It's not an efficient process. **Recommendations to others considering Upland Panviva:** I think it would make a huge difference if a few minor tweaks were made, such as making the color-friendly table a lot more user-friendly. I think a few more basic functions would be great like font option, size, etc. Also, when I upload something it's automatically hidden, and I have to go to the status, turn it to 100%, and then it will be view-able. I think having it view-able to begin with makes more sense, with the option to hide it. It's just another tedious step I have to take. **What problems is Upland Panviva solving and how is that benefiting you?** We use it as a product database as well as work instructions. It's fantastic because having our products as well as 'how-to' stuff all on there saves a ton of time when dealing with customers. ### 10. There are many benefits that Panviva has provided to the Customer Service team. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2019 **What do you like best about Upland Panviva?** One source for all information with consistency and accuracy has helped reducing error rates, increasing confidence, improving first-call resolution, break down the processes into the easy to follow instruction. Love: the "float on the top" application, the pop-up, the feedback feature, and the link to email, other document, external site... **What do you dislike about Upland Panviva?** As an user, there is not really anything that I dislike about Panviva. As an author, I get a little frustrated at times that it takes a lot of time to complete all the documents for each call type. **Recommendations to others considering Upland Panviva:** Should have a full-time dedicated author/administrator for Panviva Support Point system. **What problems is Upland Panviva solving and how is that benefiting you?** Panviva has helped to solve these problems: one source for all information (no conflicting information and decreasing the time spent to search for information), improve first-call resolution, improve the quality monitoring process, improve the new hire training time, increase staff confidence, reduce error rates. ### 11. Game changer for our organization **Rating:** 5.0/5.0 stars **Reviewed by:** Zach E. | VP Digital Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2019 **What do you like best about Upland Panviva?** The SupportPoint solution provides a great user experience to deliver knowledge when and where it is needed. Panviva's implementation team is outstanding. They have been attentive, insightful, and vital to the success of our launch. **What do you dislike about Upland Panviva?** There is little to dislike about Panviva. I would like to see a scheduling or calendar solution. This is one of the few things that we are unable to provide our teams via this solution. **What problems is Upland Panviva solving and how is that benefiting you?** Panviva is allowing our staff to more easily and confidently serve our membership. The member experience is better overall and interactions can be handled more quickly. ### 12. Great experience so far! **Rating:** 5.0/5.0 stars **Reviewed by:** Randy B. | Senior Director, Contact Center Operations, Enterprise (> 1000 emp.) **Reviewed Date:** April 20, 2019 **What do you like best about Upland Panviva?** Converting our procedures to Panviva was a great business decision. Content searches and just the overall content design has been a big win for our staff. **What do you dislike about Upland Panviva?** There is nothing I currently dislike about Panviva. **What problems is Upland Panviva solving and how is that benefiting you?** In our previous environment, document searches did not always return the best results and procedure documents were quite lengthy. We have converted one large line of business to Panviva and have received very positive feedback from our employees. Document searches are much easier and the content design makes it more efficient for the staff to walk through processes. ### 13. Panviva Customer & Training Attendee **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2019 **What do you like best about Upland Panviva?** Very easy to use and packed with custom features to tailor to your organization. Excellent Panviva Training experience with hands on practice. Excellent support through Panviva support email & Panviva University, **What do you dislike about Upland Panviva?** It can be expanded to have more built in LMS features to allow for creating interactive training within Panviva. **Recommendations to others considering Upland Panviva:** Request a demo and see for yourself. **What problems is Upland Panviva solving and how is that benefiting you?** Converting lengthy call center scripts, work instructions from word/PDF.etc into compact interactive documents that can be followed in a step by step visual guide with excellent editing features. Organizing your industry resources and allowing users to easily find them without the clutter of hyperlinks. ### 14. Process and knowledge management nirvana **Rating:** 5.0/5.0 stars **Reviewed by:** Vikki C. | Enterprise (> 1000 emp.) **Reviewed Date:** June 16, 2018 **What do you like best about Upland Panviva?** I love the flexibility and the near real-time updates. Our processes change fast and Panviva means the changes are reflected as quickly as I can type them. I don't have to email everyone about process changes anymore. I've set up the push notification to send automatically. **What do you dislike about Upland Panviva?** We've been using Panviva for about 18 months and I am still on love with it. If I wanted to improve something, it would be a 'search within a page' feature and that's because I want to keep all our FAQs on the one page but in different tabs based on the system they apply to. **Recommendations to others considering Upland Panviva:** Commit the resources to get it right the first time. **What problems is Upland Panviva solving and how is that benefiting you?** We used Panviva to change from an onshore based 8-5 Monday to Friday helpdesk to 8am-10pm 7 days a week helpdesk manned by offshore staff outside of business hours. We have taken our 60 or so complex process documents for about a dozen systems and rationalised them into simple tasks. Productivity has increased and complexity has been reduced. ### 15. Panviva in a contact centre **Rating:** 5.0/5.0 stars **Reviewed by:** Jacqui S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 27, 2018 **What do you like best about Upland Panviva?** I love that it stays on top, and takes up only 1/3 of the screen. This means that it is not invasive, which allows our users to be able to complete the work in their programs at the same time that they are following the work instruction. No toggling between programs. It also means that it is faster and easier for them to perform their tasks. Lower AHT, and higher quality results. It makes training faster, and our speed to competency shorter. **What do you dislike about Upland Panviva?** The fact that I cannot make a link to a different document open in a new window. Not having to continuously hit the back button to get to where the users need to be would make linking to secondary documents so much easier. The back button also does not work properly if you have a secondary window open, which makes it even more difficult. **Recommendations to others considering Upland Panviva:** Make sure you have strict Styles and Standards documents, and people who know how to author content in the best way for your users. Do it right the first time. Do not think that anyone can author content, and layout a KMS. It is a skill. **What problems is Upland Panviva solving and how is that benefiting you?** We have shortened our speed to competency from 9 months before we started using Panviva, to 3 months today. Or people make fewer errors, have less rework to do, and are able to help themselves more. This has reduced our requirement for floor Support, and reduced our training time. All of this making our employees happier, as they can take ownership of their own role, and feel competent faster. It makes our stakeholders happier, as we are saving money. ### 16. Source of truth and central location for Policies & Procedures and dekstop workflows. **Rating:** 5.0/5.0 stars **Reviewed by:** Margo P. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2018 **What do you like best about Upland Panviva?** SupportPoint provides step by step instructions allowing agents to successfully respond to our member’s inquiries by consistently providing accurate information on every interaction. This allows our Agents to rapidly access information by using the search function or using Quick Links. SupportPoint is also a very useful system for training, testing, reporting and for Alert notifications. We recently added a QA Alerts Quick Links to our Homepage. This allows our Quality Assurance (QA) Team to address any issues they identified when completing monthly audits. Our goal is to stop the issues as they happen and improve quality of work coming from the Agents and improving overall audit scores. **What do you dislike about Upland Panviva?** I wish we were able to upload GIFs to SupportPoint. I need new images to attract the Agent's attention when a new document has been updated or a HOT Topic has been added. **Recommendations to others considering Upland Panviva:** SupportPoint can be used in various Departments company wide. **What problems is Upland Panviva solving and how is that benefiting you?** First call resolution has increased because Agents have real time information that is loaded into the system and agents receive notifications when items change to stay up to date with all business requirements. ### 17. Knowledge Management Solution for the Call Centre **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Enterprise (> 1000 emp.) **Reviewed Date:** May 27, 2018 **What do you like best about Upland Panviva?** SupportPoint really is designed with the call centre in mind; the widget-style interface delivers essential information without taking up too much real estate, and the pages are quite flexible in terms of different templates, while image mapping allows you to create graphical user interfaces. We've also noticed continual improvements from Panviva with each release, including increased platform stability. **What do you dislike about Upland Panviva?** The backend for authors looks great, but unless you're an expert it can be tricky to figure out where to perform various functions. In terms of functionality, I'd say that SupportPoint covers off the main functions you would expect to find in a knowledge management system, bar a few which I think are on Panviva's roadmap. Although functionality suggestions are welcome, it would be ideal to be able to submit enhancement requests and see their progress on the roadmap. **What problems is Upland Panviva solving and how is that benefiting you?** SupportPoint allows you to distribute vital company information to call centre agents across the globe. It's a key training and knowledge tool, and new staff in particular rely on it. It has also helped to monitor compliance against business rules and it plays a crucial role in rolling out large changes or initiatives across the call centre. ### 18. The tool works great when you have the right team creating the content **Rating:** 5.0/5.0 stars **Reviewed by:** Christine K. | Project Administrator, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** May 03, 2018 **What do you like best about Upland Panviva?** SupportPoint is simple to write for and even easier to use. It's collaborative and encourages/requires teamwork and a shared value of creating high-quality, simple and direct content in order to be successful. **What do you dislike about Upland Panviva?** How often the cloud is unavailable and we have to rely on backup documents. It happens more than once or twice a month. Some of the features in the author tool are glitchy, like the Undo and Redo buttons or losing full lines of text when only parts of it were selected/desired to be deleted. **Recommendations to others considering Upland Panviva:** Make sure you choose the right people to write and edit the documents within your own organization if you go in that direction. The training is comprehensive but simple and logical to follow, but if your team is resistant to adopting the SupportPoint style (or there is no quality monitoring method separate from the team) then you quickly lose the benefits of using SupportPoint over other documentation methods. **What problems is Upland Panviva solving and how is that benefiting you?** It helps us utilize new call center employees quicker because the documents are easy to follow and help reps do the right thing and give the correct information much more accurately than without them. **Official Response from Debra Bright:** > Thank you for your review, we love to hear the value our customers find after implementing Panviva in their organizations. On the other hand we are sorry to hear that you are having issues with availability. At Panviva, our Cloud-based knowledge management tool enjoys a consistent up-time of somewhere between 99.9% and 100% on a global basis. We understand the frustration your employees face when Panviva is not available. We encourage you to check the status of the US Panviva servers at http://status.panviva.com/ next time you have an issue so you can identify whether it is a Panviva or an internal issue. So far in 2018 we continue to exceed all up-time SLA guarantees with all our customers. We do encourage and appreciate feedback from our customers. If your experience with Panviva’s up-time is inconsistent with our reporting, we encourage you to contact Peter at 617-420-1855 so that we can work towards a quick resolution to keep our tool up and running for you. ### 19. An intuitive tool to store business knowledge into **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew d. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 14, 2018 **What do you like best about Upland Panviva?** That we now have a growing database of knowledge for our operational teams, providing staff with an organized and simple reference for their day-to-day tasks. **What do you dislike about Upland Panviva?** I wish the 'Overview' format can be a Side Window! Our references and the current Side Window (top tabs) format are not sitting well with each other, so the side-tabs format would be awesome. **What problems is Upland Panviva solving and how is that benefiting you?** People now have a singular reference where they can ramify their processes as fit, removing the tendency to have multiple approaches on a single process. This has reduced processing questions within the areas of the business that use Panviva/SupportPoint. The other benefit is that the business can now store knowledge that used to exist in different folders, in different formats, and in emails onto one database which makes it easier for everyone! ### 20. Fantastic Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Kartini D. | Project Coordinator, Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** May 27, 2018 **What do you like best about Upland Panviva?** I love the ability to have links and quick and easy reference guide in one small window. **What do you dislike about Upland Panviva?** It will be fantastic to have it as an App and as well as allow mroe features such as notification response via email should have more ability to have more information place into the email subject so the user will be able to read straight away if they dont have the application open. **What problems is Upland Panviva solving and how is that benefiting you?** We have placed alot of ideas to Panviva and awaiting on some of the features to be created to cater own needs in our department. They have been very helpful in relation to have things resolve. and working with our IT to solve alot of situations that have occured throughout the time we have been using this in a timely matter. ### 21. A professional organization's dream! **Rating:** 5.0/5.0 stars **Reviewed by:** Heidi B. | Enterprise (> 1000 emp.) **Reviewed Date:** May 02, 2018 **What do you like best about Upland Panviva?** Prompt and immediate updates to every user! The system is designed in a way to help the user seamlessly navigate any process they are performing. When we have a change to a provider scheduling preference, every user has the information within minutes. **What do you dislike about Upland Panviva?** I haven't found a dislike! Since staff are able to suggest improvements and updates we have been able to remain current and confident in our content. **What problems is Upland Panviva solving and how is that benefiting you?** Panviva has allowed our large organization to remain consistent in scheduling rules and procedures at all times. Training time has decreased and employee confidence increased! ### 22. Serving up performance support in the flow of work **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 11, 2018 **What do you like best about Upland Panviva?** It is difficult to imagine how the end user interface could be better optimized for performance support than it already is. **What do you dislike about Upland Panviva?** In the workflow, lack of a built-in capability for reviewers to easily identify the changes that were implemented in the previous review of a document. **Recommendations to others considering Upland Panviva:** Be sure that authors are well versed in how to create superb performance support content, so that this product can be of best value to the users. **What problems is Upland Panviva solving and how is that benefiting you?** We've consolidated performance support content so that our users rarely encounter conflicting information. The partnership between an author and an editor has made content creation and maintenance more efficient as well as more effective. **Official Response from Debra Bright:** > We appreciate your review and want to let you know that you can click the bubble icon to see the differences between the version you originally made comments on and the current version. I hope this helps. We also want to make sure you are taking advantage of our complimentary Panviva Pro sessions. Panviva authors can schedule monthly 1 hour sessions with a member of our Customer Enablement team. Panviva Pro sessions can be used for training, refresher sessions or just to bounce an idea off of our team. Panviva Pro sessions can be scheduled in the Panviva University area of the website. ### 23. As an editor, i feel it is very cumbersome; as a user it is great-but needs some additional work **Rating:** 4.5/5.0 stars **Reviewed by:** Peggy A. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2018 **What do you like best about Upland Panviva?** I like being able to have pictures to show parts and pieces **What do you dislike about Upland Panviva?** the time it takes to learn to be an editor **Recommendations to others considering Upland Panviva:** Spend quality time learning to input the data in the most efficient manner. Believe the Panviva people when they recommend the amount of time needed and make sure the stake holders in the company are willing to have people spend the time. **What problems is Upland Panviva solving and how is that benefiting you?** We are using it in place of paper file to find part #'s & Work instructions in a call center ### 24. Panviva SupportPoint Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** May 02, 2018 **What do you like best about Upland Panviva?** Panviva provides end users instant access to step-by-step operational instructions organized in an easy to navigate application. The ability to instantly deliver new information to employees is critical in our ever-evolving healthcare industry and an excellent feature of the software. The authoring tool is extremely easy to utilize, making content creation a virtually painless process. **What do you dislike about Upland Panviva?** Panviva is a great application providing our organization a single, unified, user-friendly knowledge repository. If I could suggest an improvement, it would be to add the ability to author content with additional flexibility, including variables such as different font, font size, and more flexibility with graphics. **What problems is Upland Panviva solving and how is that benefiting you?** Panviva allows our organization to increase consistency and accuracy by providing a single knowledge repository resource for employees to utilize. ### 25. Organized and consistent information at your fingertips **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2018 **What do you like best about Upland Panviva?** Very easy to use. Provides you with the tools needed to customize the tool to your business needs. Great way to keep policies & procedures organized and up to date. Users can provide feedback to suggest updates, enhancements, or creation of new content. **What do you dislike about Upland Panviva?** Needs a built-in feature to keep track of all feedback received from the tool users, allowing the author working the requests to keep track of the work load and its progress, also generating an auto-reply to the user once their request was completed. **What problems is Upland Panviva solving and how is that benefiting you?** Information is very easy to find allowing user to reduce handle time and deliver consistent information. Content is presented to user in a consistent manner that makes it easy to navigate. Information is in one database instead of multiple sources such as emails, word documents, PDF, Power Point, paper files, etc. ### 26. An amazing tool that any contact center should have **Rating:** 5.0/5.0 stars **Reviewed by:** Lisa A. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 15, 2018 **What do you like best about Upland Panviva?** What is not to like? I love that Panviva is real time, we can update the home page or a document and as soon as it is published, the agents know something has changed. I love being able to help the agents give correct and consistent answers across the organization. The feedback option and the additional notes the agents can keep for themselves is also a big win to the team. **What do you dislike about Upland Panviva?** The only thing I wish that we can add is the ability to send feedback to different email addresses based on the roles of the user. E.g. is the user is in claims we would want the feedback to go somewhere different than where it goes for our member services. **Recommendations to others considering Upland Panviva:** Look at a demo and talk with some companies who have implemented this amazing tool- this helps speed up training and providing answers to the end users with details anyone can understand! **What problems is Upland Panviva solving and how is that benefiting you?** Handle time has decreased dramatically as the agents now are able to look up something with a keyword, go to their favorites or use a quicklink- by implementing Panviva we now have a centralized location with accurate information for any of the users. The reporting tools are also amazing when reviewing documents as well as preforming QA. **Official Response from Debra Bright:** > Thank you for your feedback Lisa. We love our customers and we're glad they feel the same about us! In response to your feedback concern, Panviva provides you with the ability to set rules for where user feedback is routed. Please reach out to our PS team to assist you with setting up those rules. ### 27. I have been an active Panviva Author for 5 years **Rating:** 5.0/5.0 stars **Reviewed by:** John Caleb M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 03, 2018 **What do you like best about Upland Panviva?** Streamlining and creating best practices for the entire organization. **What do you dislike about Upland Panviva?** Not having enough employees on my team to move SupportPoint faster through the organization. **Recommendations to others considering Upland Panviva:** Dedicate the time initially to your builds and it will make life easier going forward. **What problems is Upland Panviva solving and how is that benefiting you?** Emergent/Urgent protocols and provider scheduling rules are close to be used by all Primary Care. This creates consistency and accuracy for our patients. ### 28. Knowledge management tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2018 **What do you like best about Upland Panviva?** The widget-style interface delivers information without taking up too much real estate, and the pages are quite flexible in terms of different templates. **What do you dislike about Upland Panviva?** Not being able to send feedback to different email addresses based on the roles of the user. (depending on the area they are in). **Recommendations to others considering Upland Panviva:** Look at a demo and talk to other customers who are using this product. **What problems is Upland Panviva solving and how is that benefiting you?** Quicker handling time of calls and customer queries. Look up details with keywords. One centralised place with all information for all users. **Official Response from Debra Bright:** > Thank you for your feedback. In response to your feedback concern, Panviva provides you with the ability to set rules for where user feedback is routed. Please reach out to our Professional Services team to assist you with setting up those rules. ### 29. A tool that really delivers on it's promise **Rating:** 5.0/5.0 stars **Reviewed by:** Thomas C. | Director, Membership Operations, Biotechnology, Enterprise (> 1000 emp.) **Reviewed Date:** January 11, 2018 **What do you like best about Upland Panviva?** Panviva is a great solution if your business struggles with high staff turnover, complicated business concepts, or with your staff delivering a consistent, accurate experience to caller's inquiries. Health Insurance is complicated these days, High deductibles, coinsurance, referrals, explaining complicated benefits, etc. Combine that struggle with the fact that the average call center has a tenure of eighteen months, This combination made it very challenging to have a staff well equipped to always be able to answer customer's questions in an efficient and accurate manner. Panviva helped us develop a system where answers were very easy to find for both new and tenured staff. This helped us increase staff accountability, staff satisfaction, and allowed us to deliver a consistently accurate and customer focused response to all inquires. The tool was easy to administer, helped us reduce our handling times, and allowed us to reduce staff. The tool paid for itself within a few months. The service, training, and responsiveness of the Panviva team when questions arose was outstanding. I truly have only glowing words about this tool. It delivers on everything it promises to do. It really can be that easy. **What do you dislike about Upland Panviva?** I have no complaints, As stated above, the tool and the Panviva team were great to work with, **Recommendations to others considering Upland Panviva:** Consider working with them to see how they can help your business. They can show you how to simplify the experiecnne and help you deliver a great experience to your customers. **What problems is Upland Panviva solving and how is that benefiting you?** Once we launched the tool, we were able to increase first call resolution because staff were delivering a consistent answer and we were able to reduce handling time because all the material was housed in one central location. We were able to reduce staff with a few months of launching the tool and increase satisfaction because staff felt more confident with the answers they gave to caller and callers were getting the answers they needed during the first call. ### 30. My user story with PANVIVA **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2018 **What do you like best about Upland Panviva?** The best thing about PANVIVA for me is writing and maintaining work instructions and procedures. It is very fast, quick and easy to perform my everyday task as a technical writer. The internal and external links functions very well for our organisation. The administration of PANVIVA is also easy to use. **What do you dislike about Upland Panviva?** We would love more functions i.e. coloured fonts (so that we can mark up some text if needed), inserting comments would be perfect too. **What problems is Upland Panviva solving and how is that benefiting you?** I am managing the Knowledge management area for my team. My target audience comprises of mainly the agents in contact centres and network engineers. They refer the SOP/ Work Instructions on a regular basis to perform their everyday tasks. ### 31. Panviva organizes documentation in an accessible and customizable display. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** May 10, 2018 **What do you like best about Upland Panviva?** I like having all documentation in one contained and similarly-formatted system. **What do you dislike about Upland Panviva?** I dislike having to use words where a screenshot could convey the information much more quickly. **What problems is Upland Panviva solving and how is that benefiting you?** Panviva provides a single source of truth for call center processes. This affects multiple departments, including the call center, compliance, and training. It necessitates deliberation before changes to processes can be implemented. **Official Response from Debra Bright:** > Thanks for taking the time to provide us with feedback on our product. We recommend staying away from screenshots because users end up comparing their screen with the screenshot itself. It slows them down which is critical when the user is on a call. And a slowdown is even more pronounced if anything in the screenshot is different from what is actually displaying on their screen. It might be more words for us (as authors) to type, but it’s the users we need to help first and foremost. Metrics show that users work faster when following the Panviva methodology. ### 32. Panviva SupportPoint Review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** February 15, 2018 **What do you like best about Upland Panviva?** SupportPoint allows end users quick access to data and processes in an easy to navigate interface. From an authoring perspective, the application is easily to learn and utilize, with the convenience of real time updates. **What do you dislike about Upland Panviva?** SupportPoint does not allow any ability to customize content, such as different fonts, varied font sizes, font colors, and formatting options. The limitations can, at times, lend to difficulty in providing engaging content. Additionally, when the application goes down, there is no back up, which can have a detrimental impact on the business. **What problems is Upland Panviva solving and how is that benefiting you?** Panviva allows for quick access to information and provides consistency in processes. ### 33. Increase Rep's Competence and Confidence that reduces customer effort, repeat calls, and AHT! **Rating:** 4.5/5.0 stars **Reviewed by:** Ed F. | Vice President of Health Plan Operations, Insurance, Mid-Market (51-1000 emp.) **Reviewed Date:** January 11, 2018 **What do you like best about Upland Panviva?** Their content management expertise and partnership! **What do you dislike about Upland Panviva?** Keeping up with demand once other functional areas saw its successes. A good problem to have!!! **What problems is Upland Panviva solving and how is that benefiting you?** Outdated, unsupported "voluminous" content that causing higher than industry benchmarks with AHT, repeat calls, hold times and escalated calls. In addition, training time, and our time to proficiency was tracking 9 to 12 months. Post implementation results experienced...30 sec.+ reduction in AHT, Repeat calls became favorable to benchmarks given customer's increased confidence in rep's answers. Calls to mentor line was cut in half, and training time went from 8 to 6 weeks. Time to proficiency reduced to 4 to 6 months. Allowing the reps to be involved in the process improves adoption and engagement metrics. ### 34. Source of Truth **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2018 **What do you like best about Upland Panviva?** We are converting all paper materials and other electronic files to Panviva so that our agents have one stop shopping for information. We are able to separate divisions and have multiple front pages **What do you dislike about Upland Panviva?** There have been a few times where it was down and it is not easy to see if it is on their end or ours. Looking into a PDF of the content **What problems is Upland Panviva solving and how is that benefiting you?** Allows for one place to store information and for catalog items we can have decision trees to enable agents to ask the right questions when speaking with customers **Official Response from Debra Bright:** > We are glad you are using Panviva as your one source for information and appreciate your feedback. We understand the frustration when you are unable to access Panviva and unsure if it is on your end or Panviva's. You can now check the status of Panviva's servers at http://status.panviva.com/. You will see, as of May 2018, the US servers have not been down in the past 90 days. We hope this helps. ### 35. Documentation Specialist **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2018 **What do you like best about Upland Panviva?** I like the consistency of how documents are created such as taskflows and resource documents. **What do you dislike about Upland Panviva?** The lack of color in terms of font and the inability to highlight text. **Recommendations to others considering Upland Panviva:** The learning curve is high, but once you "get it" it's great. **What problems is Upland Panviva solving and how is that benefiting you?** Creating written documentation on one platform rather than several just makes more sense. ### 36. Awesome program. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2018 **What do you like best about Upland Panviva?** Easy to update information that needs adjusting. **What do you dislike about Upland Panviva?** When creating a test, it would be great if it provided you with the information of how many tries the reps take before they got the correct answer. **What problems is Upland Panviva solving and how is that benefiting you?** Everything now has fallen into place. Every training has become easy and is across the board the same. Everyone has the same information and can review exactly the same document for refreshers with Panviva. ### 37. Excellent functionality and user experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 09, 2018 **What do you like best about Upland Panviva?** I love the consistent interface, the ability to link and reuse content. **What do you dislike about Upland Panviva?** Restarting the Approval Workflow for minor revisions. **What problems is Upland Panviva solving and how is that benefiting you?** GMF is using Panviva across many teams to streamline processes and procedures and present them to users in a concise, user friendly format. ### 38. Definitely a must have tool for a contact Center **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2018 **What do you like best about Upland Panviva?** Support point is an amazing tool for any contact center. Support point allows users quick access and it is easy to navigate through. **What do you dislike about Upland Panviva?** Wish it would have an auto archive for the home page. **What problems is Upland Panviva solving and how is that benefiting you?** We were able to reduce the amount of time we spent training new staff once we launched the tool. Our staff felt more confident and improved our employee satisfaction scores. ### 39. Training and Support are paramount! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** February 15, 2018 **What do you like best about Upland Panviva?** The tech support and the training were the best. I have been in a lot of training scenarios and feel that the training timeline and content were relevant and concise. Their follow-up was timely and very professional **What do you dislike about Upland Panviva?** It's hard to find a company where you can really tailor what your needs are to the product. However, this is one of the best companies I have found. **What problems is Upland Panviva solving and how is that benefiting you?** Our company has utilized Panviva and their Support Point product in our customer service aspect as a wealth of information and a training tool for her hires. It's a great way to house lists, directions, and training materials. All of the answers that our customer service team are in one place. ### 40. Good product but needs more personalization options **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** May 02, 2018 **What do you like best about Upland Panviva?** Easy tool to use for End User and as an Author **What do you dislike about Upland Panviva?** Need to have more options like font, font color, page types ect. **Recommendations to others considering Upland Panviva:** More personalization, more reports. **What problems is Upland Panviva solving and how is that benefiting you?** When we go down there is not enough communication when they go back up. ### 41. click, click and away... **Rating:** 5.0/5.0 stars **Reviewed by:** Maria R. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2018 **What do you like best about Upland Panviva?** No more printing updates for the staff. **What do you dislike about Upland Panviva?** I wish that the quizzes that are done in support point would allow you to see or tell how many attempt did the person do before getting the correct answer. **What problems is Upland Panviva solving and how is that benefiting you?** None ### 42. THE knowledge management solution **Rating:** 5.0/5.0 stars **Reviewed by:** John S. | Vice President, Customer Service, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** January 11, 2018 **What do you like best about Upland Panviva?** This is by far the best solution I have used in the knowledge management/business process space. It's ease of use, low IT requirements, and ability to involve my employees in knowledge cycle is phenomenal. It's a home run solution for anyone looking to finally make an operational impact through knowledge sharing. **What do you dislike about Upland Panviva?** There is nothing negative I can say about this product. **What problems is Upland Panviva solving and how is that benefiting you?** Training class time reductions, reduced AHT, improved accuracy, improved FCR, etc. ### 43. Panviva Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** February 15, 2018 **What do you like best about Upland Panviva?** The ease of it. The business can do all their updates and everything they need without having to involve IT. **What do you dislike about Upland Panviva?** I do not dislike anything. There is nothing I can say that I am not happy with. It is a great tool and the everybody at the company is a pleasure to work with. **What problems is Upland Panviva solving and how is that benefiting you?** Our call center has everything at their fingertips using Panviva. If any documentation gets out of date, they mark it outdated and the authors can update it. ### 44. User friendly and provides lots of information. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 03, 2018 **What do you like best about Upland Panviva?** So far everything. We use it to provide benefits. Messages. Alerts. Fun stuff. **What do you dislike about Upland Panviva?** Can't think of anything at the moment. I haven't found anything that I dislike. Everything is working quite well for us. **What problems is Upland Panviva solving and how is that benefiting you?** Giving out wrong information. Quicker response to our callers. ### 45. A must-have! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2018 **What do you like best about Upland Panviva?** The customer support is helpful. This tool can be an asset to a company that has high turnover. Being able to easily find critical business information saves time. **What do you dislike about Upland Panviva?** Nothing, time is money, so this tool will ultimately pay for itself in time saved. I am really happy to have had experience working with this tool. **Recommendations to others considering Upland Panviva:** Keep offering the free trial. **What problems is Upland Panviva solving and how is that benefiting you?** Staff sounded more knowledgeable. because direct answers were available. It made training easier and a less stressful work environment. ## Upland Panviva Discussions - [How does Panviva support your knowledge management needs, and do you recommend it for large teams?](https://www.g2.com/discussions/how-does-panviva-support-your-knowledge-management-needs-and-do-you-recommend-it-for-large-teams) - [View Upland Panviva pricing details and edition comparison](https://www.g2.com/products/upland-panviva/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-10+04%3A34%3A14+-0500&secure%5Bsession_id%5D=e5a9662e-2e8a-4730-b52f-a404d904a4dd&secure%5Btoken%5D=a17d75db5a73a8d7fd1f27e65639b4ffa85dfb348c549b75f30d2a1663315819&format=llm_user) ## Upland Panviva Integrations - [PCS TMS](https://www.g2.com/products/pcs-tms/reviews) ## Upland Panviva Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Administration** - Database Management - Data Workflows - Issue Management **Knowledge Pages** - Templates - In-Content Feedback - Versioning and Version History - Decision Trees - Content Editor - WYSIWYG Editor - Rich Text Editor - Drag & Drop Editor - Customizable Templates - Surveys & Feedback - Pre-built Templates **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Generative AI** - AI Text Summarization **Agentic AI - Genesys AppFoundry Marketplace** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Knowledge Base** - Q & A - Link Sharing - Searchable **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Knowledge Dissemination** - Page Analytics - Permissions - Knowledge Sharing - Notifications - Organization - Other Integrations - Knowledge Integrations - Full Text Search - Web Notifications - Alerts/Notifications - Website Integration - Social Media Integration - Reporting/Analytics **Customer Support** - Intelligent Search - Decision Trees **Self-Service Platform** - Branding - Integrations **Security** - Verification - Role-Based Permission - Public vs Private **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Agentic AI - Knowledge Base** - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Multi-Language **Additional Functionality** - Search/Filter - AI Copilot - Commenting/Notes - Content Publishing Options - Reporting & Statistics - Content Library - Document Classification - Drag & Drop - API - Customizable Branding - SEO Management - Real-Time Reporting - Generative AI - Self Service Portal - Widgets - Mobile Interface - Catalog Management - Online Forums - Email Alerts - Collaboration Tools - Mobile Alerts - Dashboard - Feedback Management - Document Storage - User Management - Live Chat - Chatbot - Knowledge Management - Wiki - Text Editing - SSL Security - Customizable Reports - Customizable Fields - Data Import/Export - Single Sign On - Content Management - Workflow Management - Knowledge Base Management - Activity Tracking - Discussions/Forums - Activity Dashboard - Calendar Management - Communication Management - Document Management **Content** - Trackable Analytics - Import - File Viewing - Update Notifications **Generative AI** - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication** - Social Features - Tagging - Upload - Comments **Additional Functionality** - Collaboration Tools - SSL Security - Reporting & Statistics - Customizable Reports - Customizable Fields - Customizable Branding - Data Import/Export - Single Sign On - Content Management - Content Library - Workflow Management - Text Editing - Widgets - Generative AI - Knowledge Base Management - Activity Tracking - Discussions/Forums - API - Live Chat - Activity Dashboard - AI Copilot - Calendar Management - Drag & Drop - Self Service Portal - Communication Management - Commenting/Notes - Catalog Management - Document Management ## Top Upland Panviva Alternatives - [livepro Knowledge Management](https://www.g2.com/products/livepro-knowledge-management/reviews) - 4.8/5.0 (167 reviews) - [Guru](https://www.g2.com/products/guru/reviews) - 4.7/5.0 (2,260 reviews) - [Confluence](https://www.g2.com/products/confluence/reviews) - 4.1/5.0 (4,249 reviews)