Upland Panviva Launches Sidekick, An AI-Powered Agent Assistant
February 19 2025 - 9:05AM
Business Wire
Upland Software, Inc. (Nasdaq: UPLD), a leader in AI-enabled
cloud software for digital transformation, today announced that
Upland Panviva has launched Sidekick, a modern way to deliver
compliant and contextualized knowledge to agents, the superheroes
of contact centers.
As a trusted leader in highly regulated industries, Panviva
delivers next-generation, AI-powered guidance for complex and
compliance-driven organizations. Panviva offers flexible solutions
that meet customers’ omnichannel needs, such as integrations with
chatbots, AI agents, and CRMs. With the power of GenAI curation
that is approved by business experts, organizations can deliver
real-time recommendations when agents and customers need it
most.
"At Upland, our vision centers around prioritizing success
through tailored expertise and a relentless commitment to
technology advancements. As AI reshapes contact center operations,
robust knowledge management has become the cornerstone of immediacy
while maintaining accuracy and compliance,” said Sean Coleman,
Senior Vice President and General Manager of Knowledge and Contact
Center Management solutions at Upland Software. “For over two
decades, Panviva has been the backbone of driving compliance for
contact centers across highly regulated industries like healthcare,
utilities, and banking. Now, we're evolving to help these same
customers harness the power of AI with governed knowledge
management."
As an out-of-the-box assistant, Panviva Sidekick allows agents
to seamlessly utilize the power of AI search and spend more time
listening to customers, providing critical real-time guidance that
instantly improves customer experience. Sidekick’s capabilities
include the following:
- AI Search: Sophisticated, cutting-edge search that
bridges Panviva Sidekick and your team’s existing knowledge
- Smart Snippets: AI-generated summarized snippets from
Panviva’s curation platform, Digital Orchestrator
- Sleek Interface: Easy-to-use browser extension created
with the modern agents’ needs top of mind
“As technology and the speed of information evolve, customers
demand immediate, personalized interactions,” said Amy Machado,
Senior Research Manager of Enterprise Content at IDC. “Answers can
arrive in real time, but multiple sources, lengthy documents, or
complex procedures can slow down the process, frustrating both
customers and agents. GenAI tools can automatically generate
concise, dynamic summaries or snippets from the trusted knowledge
base."
Building on Panviva’s 20+ years of knowledge management
expertise, Panviva Sidekick solidifies the product’s impact on the
next generation of agent guidance by utilizing Smart Snippets and
AI search. Panviva Sidekick is channel-specific, audience-specific,
and dynamic, helping customers add tags to capture competency and
enabling faceted results to change based on the metadata added.
Learn more about Upland Panviva Sidekick capabilities here.
About Upland Software Upland Software Inc. enables global
businesses to work smarter with over 25 proven enterprise cloud
software products that increase revenue, reduce costs, and deliver
immediate value. Our solutions offer many integrated AI
capabilities and cover digital marketing, knowledge management,
contact center service, sales productivity, content lifecycle
automation, and more. Upland's powerful cloud products are trusted
by more than 10,000 global customers. Learn how Upland helps
businesses achieve outcomes that matter at
www.uplandsoftware.com.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20250219288033/en/
Lloyd Berry media@uplandsoftware.com
Upland Software (NASDAQ:UPLD)
Historical Stock Chart
From Jan 2025 to Feb 2025
Upland Software (NASDAQ:UPLD)
Historical Stock Chart
From Feb 2024 to Feb 2025