Upland Panviva Pros and Cons

Panviva helped us get to a true single-source for knowledge in our contact center. We rely on it for all of our customer-facing procedures and scripting, as well as subject matter background and FAQ's. Our agents are now able to retrieve the info they need in the context of a fast moving phone call or live chat. Review collected by and hosted on G2.com.

What you need to know going into it, is that it likely requires a philosophical change in how you manage KM and that it there is some initial investment. However, that change is exactly what we needed as it supplied us with a consistent, repeatable methodology. Review collected by and hosted on G2.com.

Panviva is great tool for customer service teams. We use it to store our large product porfolio as well as our internal work instructions and Panviva makes it easy to access this info for our customer service agents. Review collected by and hosted on G2.com.

It may take you bit to learn all the tips/tricks to building pages in Panviva on the Admin end. They were very helpful in the provided training. Review collected by and hosted on G2.com.

Panviva's 'guide on the side' allows the user to key transactions while having Panviva beside the transaction application.

Panviva's style and standards create a uniform product that allows employees to seamlessly change roles while remaining familiar with the look and feel. This is ideal for firms that invest in employee growth.

Phenomenal customer support. Review collected by and hosted on G2.com.

The need to tag keywords to influence search results is a challenge for user adoption. Review collected by and hosted on G2.com.

Our agents rely on Panviva every day. For us it's not just a reference tool, it's a training tool, a communications tool, and a true knowledge hub. It's very easy to use for end users. For administrators, Panviva can be customized for your needs without drowning you in customization options. It’s a powerful tool that becomes more essential as your business grows and the library of knowledge expands. I personally find the Feedback feature to be extremely helpful for collaboration between authors and SMEs. Their customer service is also exceptional, with incredibly attentive business partners and experts to help at a moment's notice. At the end of the day, Panviva is the best tool for the job. That’s why our training team always asks: Did you check Panviva? Review collected by and hosted on G2.com.

The biggest pain points are with the reporting and admin interface. While it’s extremely easy to use for end users, it needs a group of very savvy and skilled authors and admins to utilize it to it’s full potential. Review collected by and hosted on G2.com.

Panviva holds all our important information regarding our day to day processes. It always the team to locate and solve questions/problems without having a bunch of sticky notes all over your desk. Review collected by and hosted on G2.com.

I haven't found any problems with Panviva while using it. Review collected by and hosted on G2.com.

We currently us Panviva to house workflows and pathways for multiple specialties. I feel that the program itself is very user friendly from the end users perspective. The program allows us to notify our staff of any changes as well as monitoring the usage of each document in Panviva. We also use it for training purposes or attestations. This program as used frequently by our staff and provides easy navigation.

When using the system from the back end or the administrative side I found the system easy to navigate or use. I do believe that could be a few upgrades to help with the easy of creating and developing documents. Review collected by and hosted on G2.com.

I don't really dislike anything about Panviva but I do believe that there could be a few upgrades to help with the ease of creating and developing documents. Such as being able to apply filters when searching for documents on the back end of the program as well as some upgrades in the reports we are allowed to run in the system. Overall I enjoy using the program. Review collected by and hosted on G2.com.

I think from a user perspective, it is an intuitive one stop shop for information/resources. It is very easy to navigate and find information. Information is broken down into manageable chunks and has decision points with options to help the reps "choose their own adventure" when handling calls.

Reps do not have to guess where to send different servcing requests for resolution. They can use email templates that are clickable to easily send their requests where they need to go.

Reps can also quickly send feedback on the processes to help keep them up to date and advise of any broken links, etc.

From an authoring perspective, document manager is easy to use to set up folder structure to organize content. The drafting/editor window has easily identifiable icons for the various functions and has an autosave feature which is a great safety net feature.

The Upland team provides wonderful support around the setup and authoring/editing of content. Very helpful and proactive. They provided tools to help with Scoping and Discovery and were always available for consultation/trouble shooting.

From as Administration perspective, the Support Desk is quick to respond to any issues we raise and is ready to meet for more complex issues, if necessary. Friendly and knowledgable staff.

Our Account Manager is great about keeping us in the loop about any software changes and offers helpful information/advice in our regular check in meetings. Review collected by and hosted on G2.com.

Sometimes with software updates, other functions may be impacted. The Support Desk is friendly and responsive when addressing these challenges. Review collected by and hosted on G2.com.

Process vs Reference documents.

Limited amount of times you have to click to get to what you need. Review collected by and hosted on G2.com.

Panviva has been very helpful to me, therefore I do not have any downsides to using it. Review collected by and hosted on G2.com.

The best thing about SupportPoint for documentation folks like myself is the fact that it forces decision points when working a manual processing document. Prior to using SupportPoint our company used Word Doc/PDF format which left a lot of gray area in manual processing documentation. SupportPoint forces our subject matter experts (SMEs) to think critically about certain decision points that they left with much ambiguity in their previous forms of documentation. This allows for a more accurate and understood process for someone like a new hire who may be learning the business and using SupportPoint documentation to understand their own daily processes. Ultimately it has improved manual processing as a whole for our company! Review collected by and hosted on G2.com.

The only things I would hope improve with the Document Manager functionality of SupportPoint are the bugs that we'll run into. A couple examples include image icons switch to another image icon without reason and document review workflows not applying properly when saved although they are set correctly. Luckily, Joe and the team at Upland are great with their support in resolving these issues and their efforts are much appreciated! Review collected by and hosted on G2.com.

Easily able to chunk tasks and supporting knowledge so that call center reps can quickly find the information they need while on the phone. Tasks are built for all users, both new and tenured, and information not needed regularly can be "hidden" in pop-ups or secondary windows so as not to clutter the information provided to the reader. Review collected by and hosted on G2.com.

I'd love to see more editing options. Right now the editing capabilities are very limited. Not able to use colors or underline. Unable to easily paste from external excel documents. Review collected by and hosted on G2.com.