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UI

Verified User in Insurance

Enterprise (> 1000 emp.)

5/10/2018

"Panviva organizes documentation in an accessible and customizable display."

5/5

What do you like best about Upland Panviva?

I like having all documentation in one contained and similarly-formatted system. Review collected by and hosted on G2.com.

What do you dislike about Upland Panviva?

I dislike having to use words where a screenshot could convey the information much more quickly. Review collected by and hosted on G2.com.

Response from Debra Bright of Upland Panviva

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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.

AH

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

2/15/2018

"Panviva SupportPoint Review"

3/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

EF

Ed F.

Vice President of Health Plan Operations

Insurance

Mid-Market (51-1000 emp.)

1/11/2018

"Increase Rep's Competence and Confidence that reduces customer effort, repeat calls, and AHT! "

4.5/5

What do you like best about Upland Panviva?

Their content management expertise and partnership! Review collected by and hosted on G2.com.

What do you dislike about Upland Panviva?

Keeping up with demand once other functional areas saw its successes. A good problem to have!!! Review collected by and hosted on G2.com.

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.

Review collected by and hosted on G2.com.

AM

Verified User in Medical Devices

Mid-Market (51-1000 emp.)

5/8/2018

"Source of Truth"

4/5

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Response from Debra Bright of Upland Panviva

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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.

IH

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

5/7/2018

"Documentation Specialist"

4.5/5

What do you like best about Upland Panviva?

I like the consistency of how documents are created such as taskflows and resource documents. Review collected by and hosted on G2.com.

What do you dislike about Upland Panviva?

The lack of color in terms of font and the inability to highlight text. Review collected by and hosted on G2.com.

IM

Verified User in Medical Practice

Small-Business (50 or fewer emp.)

6/8/2018

"Awesome program. "

5/5

What do you like best about Upland Panviva?

Easy to update information that needs adjusting. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

AF

Verified User in Financial Services

Enterprise (> 1000 emp.)

5/9/2018

"Excellent functionality and user experience"

5/5

What do you like best about Upland Panviva?

I love the consistent interface, the ability to link and reuse content. Review collected by and hosted on G2.com.

What do you dislike about Upland Panviva?

Restarting the Approval Workflow for minor revisions. Review collected by and hosted on G2.com.

AM

Verified User in Medical Practice

Small-Business (50 or fewer emp.)

6/6/2018

"Definitely a must have tool for a contact Center"

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about Upland Panviva?

Wish it would have an auto archive for the home page. Review collected by and hosted on G2.com.

AH

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

2/15/2018

"Training and Support are paramount!"

5/5

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

AH

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

5/2/2018

"Good product but needs more personalization options"

3/5

What do you like best about Upland Panviva?

Easy tool to use for End User and as an Author Review collected by and hosted on G2.com.

What do you dislike about Upland Panviva?

Need to have more options like font, font color, page types ect. Review collected by and hosted on G2.com.