3rd Party Remote Call Monitoring Feature

AvMed Health Plans has selected Panviva SupportPoint, a major player in Business Process Guidance (BPG) systems, to optimize its member services call center operation and drive even higher levels of member satisfaction.

For more than 40 years, AvMed has served Floridians with an expanded network of doctors, specialists, hospitals, and personalized round-the-clock customer support.

AvMed chose Panviva to guide its member services representatives through the complexity of desktop information, presenting to them timely, contextually-relevant procedures, based on the member and the need.

"Service is our distinguishing characteristic, and we recognized that Panviva was the best fit for our organization. The guidance solution gives our staff the tools to best support our members," said Kay Ayers, senior vice president of member services with AvMed, in a statement.

Officials with Panviva said that in addition to improving employee and member satisfaction, the company’s SupportPoint will also reduce average handling time of calls to AvMed's Member Services call center.

"Call center agents are deluged with information scattered across myriad of applications. And most reps are required to have a dozen different screens open at any one time," stated David Frenkel, chief executive officer with Panviva, in a statement.

“Panviva brings order to that chaos. Our SupportPoint is a BPG solution that guides employees – in real time – through the complexity of business processes in a way that requires virtually no additional IT investment and no change to existing software infrastructures," said Frenkel.

He said that the company welcomes AvMed into the growing Panviva family, and the company is committed to its long-term success.

According to Frenkel, Panviva's SupportPoint is a unique technology that helps users navigate step-by-step through every procedure and transaction – no matter how complicated.

"SupportPoint transforms us from reactive to proactive in our ways to help our members. We're now positioned to prevent 'fires' from happening in the first place," said Ayers.

Panviva is the developer of SupportPoint, a Business Process Guidance system (a real-time desktop guidance solution).

The company says that over 200,000 users across 37 countries rely on SupportPoint daily to guide them through complex processes and policies in real-time.