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LEEDS, UNITED KINGDOM -- (Marketwired) -- 11/19/14 -- SupportPoint Cloud from Panviva, the leading developer of business process guidance software, is the focus of a newly-published report by Hypatia Research Group, an industry analyst, technology market research & advisory firm. Next Generation CRM: All About Achieving Business Process Excellence(1) examines how intelligence-driven business process guidance can improve CRM performance by applying insight and predictive analytics to make customer service more responsive. The report identifies key issues, requirements, recommendations for vendor selection, use cases, metrics and a maturity model. Bpm'online, KANA, a Verint Company, Pegasystems and several other software providers were also evaluated. A copy of the report is available for download here.

"Aggregating BPM and CRM makes both more valuable. By taking a holistic viewpoint, companies can create workflows that trigger responses to customer requests faster than ever before," said Leslie Ament, SVP Research & Principal Analyst at Hypatia Research Group. "BPM adds the ability for companies to leverage insight based on both external and internal content and/or data residing in CRM systems, and then take action based on that information."

SupportPoint Cloud, Panviva's business process guidance software, provides knowledge workers with instant access to the exact information needed, workflow navigation, applications, and communication all in one place and accessed through a simple interface. SupportPoint Cloud is deployed as a fully-managed service for rapid implementation at lower cost.

"Hypatia's favourable evaluation of SupportPoint Cloud is further objective validation that our business process guidance software uniquely bridges the domains of CRM and BPM with the added functionality of collaboration, enterprise search and content management," said Peter Sutton, EMEA Sales Director at Panviva. "The report points out that SupportPoint Cloud 'provides a variety of attractive features and functionalities for those in roles as diverse as customer service and support, contact centers, sales executives and operations -- including the back office.' Interdepartmental and cross-industry uses have been a major accelerator for Panviva in EMEA."

About Panviva
Panviva was named a Gartner 2014 Cool Vendor in Business Process Management(2) (subscription required). Innovative customers in banking, business process outsourcing, healthcare, insurance, manufacturing, public sector, telecommunications, utilities and other information intensive industries use SupportPoint Cloud to optimize business performance. There are more than 190,000 SupportPoint users in 40 countries working in 18 languages.

Panviva is headquartered in Melbourne, Australia. EMEA Regional Headquarters are in Leeds, England, United Kingdom. North American Regional Headquarters are in Boston, Mass., United States of America. Visit www.panviva.com to learn more. Follow us on Twitter @Panviva and on LinkedIn.

(1) "Next Generation CRM: All About Achieving Business Process Excellence," © 2014 Hypatia Research Group LLC. All rights reserved.

(2) "Cool Vendors in Business Process Management, 2014," Gartner, Inc., April 25, 2014. Disclaimer.