Upland Panviva Pros and Cons

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

There is nothing I currently dislike about Panviva. Review collected by and hosted on G2.com.

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, Review collected by and hosted on G2.com.

It can be expanded to have more built in LMS features to allow for creating interactive training within Panviva. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I love the ability to have links and quick and easy reference guide in one small window. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.