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Upland Panviva and Genesys Forge Path for Omnichannel Excellence

By Greg Tavarez August 17, 2023

“It’s not about us. It’s about our proven products. We’re not into the latest buzzwords, giving TED Talks, or selling you on our brand. Our products speak for themselves, delivering the kind of value that makes an immediate impact and grows with your business over time.”

Those are the words of Upland Software, a company based in Austin, Texas, that helps global businesses accelerate digital transformation with a cloud software library that provides choice, flexibility and value.

By focusing on addressing particular business obstacles, Upland Software ensures comprehensive support for various facets of an organization. This inclusive approach spans across the entirety of enterprises, allowing Upland to operate effectively at scale. But what separates Upland Software is its ability to provide supplementary functionalities that may not be readily available within existing cloud platforms or internally developed systems.

The result? A rapid deployment of solutions that bring tangible value to their diverse clientele, which comprises approximately 1,800 enterprise customers.

One of its flagship products is the Panviva knowledge management software. Panviva improves the customer experience by delivering consistent knowledge across all channels within an organization. Organizations will increase first call resolution, boost efficiencies and increase customer satisfaction.

Now, Panviva is more accessible to potential customers as Upland Software announced that Panviva is available on the Genesys AppFoundry. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees and optimize their workforce.

The partnership between Genesys and Panviva yields accelerated and streamlined customer service by embedding knowledge directly, yielding real-time insights into customer interactions. This leads to swifter issue resolution, heightened initial call success rates, cost reduction and enhanced operational efficiencies through cross-channel knowledge sharing. Panviva's "guide on the side" feature further expedites training and proficiency acquisition for customer support agents.

“This partnership will simplify and improve our customers’ ability to deliver seamless cross-channel support to meet the increasing consumer expectation that they should be able to easily move between support channels and receive consistent help,” said Keith Berg, Senior Vice President and General Manager of Contact Center Productivity Solutions at Upland.

Panviva's integration/application is accessible within the Genesys Cloud CX, a comprehensive composable CCaaS and employee experience solution. Operating as a contemporary, API-centric experience orchestration platform, Genesys Cloud CX allows organizations to coordinate all interactions and touchpoints, boasting a complete suite of omnichannel choices, integrated employee experiences, pre-built AI and comprehensive end-to-end journey optimization.

Positioned as a Premium App on the Genesys AppFoundry, the Panviva offering gives Genesys customers the convenience of integrating their Panviva subscriptions into their Genesys invoice, effectively simplifying vendor management processes.

Edited by Alex Passett
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CustomerZone360 Editor

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