Panviva
Panviva provides AI-powered, compliant knowledge management software for contact centers in regulated industries such as healthcare, financial services, utilities, and BPO, serving enterprise customers via a SaaS subscription model under Upland Software.
- Company typePrivate
- Founded1996
- HeadquartersCamberwell, Australia
- Headcount51–100
- GTM typeB2B
- OfferingSoftware
What Panviva does
Panviva is an AI-powered, cloud-based knowledge management platform designed for highly regulated contact centers in healthcare, financial services, utilities, and business process outsourcing. The platform delivers real-time, compliant guidance to customer service agents by orchestrating a single source of human-approved knowledge across omnichannel touchpoints including chatbots, agent desktops, and self-service portals. Its core product surface consists of the Panviva platform, the Sidekick AI-powered agent assistant (featuring AI Conversational Search built on a local generative AI model), no-code authoring, knowledge orchestration, workflow audit trails, and analytics, with deep integrations into Salesforce, Microsoft Teams, Microsoft Power Platform, Twilio, PEGA, IBM Watson, and other enterprise systems.
Underlying the platform is a regulated RAG-style architecture: the local generative AI model generates answers grounded in each customer's curated, human-approved knowledge content, allowing deployments to satisfy compliance and data residency requirements in healthcare and financial services. The company claims over 20 years of operational experience in regulated contact centers and supports enterprise customers such as Telstra, Westpac, Mass General Brigham, Nevada Health Centers, Park National Bank, Desert Financial Credit Union, AAA Club Alliance, Probe CX, Tufts, and Alinta Energy.
Panviva generates revenue through subscription-based SaaS licenses sold via a direct enterprise sales motion supplemented by a formal partner program with deal registration and certifications. Pricing is quote-based and not publicly disclosed, consistent with enterprise deployments. The company is a product brand within Upland Software, Inc. (NYSE: UPLD), which acquired Panviva in 2019 to bolster its contact center and customer service portfolio alongside InGenius and RightAnswers.
Panviva firmographics
Firmographics- Name
- Panviva
- Legal name
- Upland Software, Inc.
- Website
- https://panviva.com
- Company type
- Private
- Founded year
- 1996
- Operating status
- Operating
- Headcount range
- 51–100 employees
- Short description
- Panviva provides AI-powered, compliant knowledge management software for contact centers in regulated industries such as healthcare, financial services, utilities, and BPO, serving enterprise customers via a SaaS subscription model under Upland Software.
- Ownership category
- akta.pro rank
Panviva industry classification
Industry- Product category
- Contact Center Knowledge Management Software
- NAICS
- Web Search Portals and All Other Information Services (519290), Information (51)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Integrated Systems Design (7373)
- akta.pro primary industry
- Enterprise AI Data & Knowledge Platforms (Vector Databases, Knowledge Graphs) (HDAEANAH)
- akta.pro secondary industry
- Industry/Vertical Cloud Platforms (e.g., Gov/Healthcare/Financial Cloud Regions) (HDABAAAL)
Keywords
Where Panviva is headquartered
LocationHeadquarters
- HQ city
- Camberwell
- HQ country
- Australia
- HQ region
- Oceania
Offices1 record
Markets served
Panviva business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure
Revenue model
- Subscription Software Licenses: Panviva operates as a SaaS knowledge management platform offering subscription-based software licenses to enterprise customers in regulated industries. The platform is sold through direct enterprise sales with potential channel partner involvement.
Go-to-market motion1 record
Distribution channels2 records
Marketing channels6 records
Panviva product offering
Product offeringCore offering
Panviva provides a cloud-based, AI-powered guided knowledge management platform for enterprise contact centers in highly regulated industries such as healthcare, financial services, utilities, and BPO. The platform combines AI conversational search with human-approved compliant knowledge to deliver real-time guidance to agents via its Sidekick AI-powered agent assistant. It centralizes organizational knowledge into a single source of truth, supports no-code authoring, omnichannel delivery, and audit-ready compliance documentation.
Product overview
Panviva is a platform product providing compliant, omnichannel AI-powered knowledge management for highly regulated industries (healthcare, finance, utilities, BPO). The core Panviva platform delivers AI-powered guided knowledge management through the Sidekick AI-powered agent assistant, enabling agents to access compliant answers via conversational search. Related products include InGenius (CTI integration) and RightAnswers (enterprise knowledge management), which collectively form Upland Software's contact center and customer service portfolio alongside Panviva.
Differentiator
Problem solved
Functional benefit
Brands
- Panviva Sidekick: AI-powered agent assistant that delivers instant, compliant answers from trusted Panviva knowledge, featuring AI Conversational Search built on human-approved knowledge.
Products and services
- Panviva Knowledge Management Platform Compliant, omnichannel AI-powered knowledge management platform designed for highly regulated industries including healthcare, finance, utilities, and BPO. Provides AI-powered guided knowledge management with the Sidekick AI-powered agent assistant, knowledge orchestration, real-time call guidance, no-code authoring, analytics, and workflow audit history.
- Panviva Sidekick AI-powered agent assistant that delivers instant, compliant answers from trusted Panviva knowledge through AI Conversational Search. Enables agents to ask questions in natural language and receive answers directly from human-approved organizational knowledge without coding required.
Quantifiable outcome
- Reduced agent turnover by 32% (Park National Bank)
- +3 more outcomes
Companies that use Panviva
Customer profileNamed customers10 records
Segments4 records
Ideal customer profiles3 records
Panviva technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration12 records
AI capability5 records
Feature8 records
Panviva partnerships and signals
Strategic signalPartnerships
Five partnerships are on record, tiered core.
- SalesforcecoreSalesforce integration allowing Panviva's knowledge management capabilities to be accessed within Salesforce CRM environments, delivering contextual guidance to agents during customer interactions.
- Microsoft TeamscoreMicrosoft Teams integration enabling Panviva knowledge delivery directly within Teams collaboration environment, supporting remote and distributed contact center teams.
- Microsoft Power PlatformcoreIntegration with Microsoft Power Platform extending Panviva's knowledge capabilities across Power Apps and Power Automate workflows.
- TwiliocoreTwilio integration supporting AI-powered customer communications and contact center voice/digital channel capabilities.
- PEGA SystemscorePEGA integration enabling Panviva's knowledge management to work alongside PEGA's customer engagement and robotic process automation platforms.
Scale indicators1 record
Recent moves6 records
Expansion highlights5 records
Panviva competitors and assessment
Company assessmentBroad incumbents
- ServiceNow Knowledge Management: ServiceNow's Knowledge Management and Now Assist offer AI-powered KM for employee and customer service workflows. Comparable in regulated enterprise use cases where ServiceNow's workflow platform is already deployed.
- Zendesk Guide: Zendesk's Guide product provides knowledge base and self-service capabilities as part of its broader CX suite. Comparable as a knowledge management offering targeted at enterprise support operations, though bundled with a much wider help desk platform.
- Confluence (Atlassian): Atlassian's Confluence is a widely deployed knowledge and documentation platform increasingly positioned for customer service and enterprise use cases. Comparable on knowledge authoring and search, though broader in scope beyond contact center.
- Salesforce Knowledge (Service Cloud): Salesforce Knowledge and Service Cloud Einstein deliver enterprise knowledge management and AI-assisted agent guidance inside the Salesforce ecosystem. Comparable on target buyer and use case, with Panviva already integrating into Salesforce to coexist.
Direct peers
- Guru: Guru is an AI-driven knowledge management platform focused on enterprise teams with browser/CRM overlays. Comparable as a SaaS KM vendor targeting similar mid-market and enterprise buyers with AI-augmented knowledge delivery.
- Bloomfire: Bloomfire is an enterprise knowledge management platform for customer service, sales enablement, and contact centers. Comparable as a vertical-focused KM solution with AI search and analytics capabilities.
- Shelf: Shelf offers an AI-powered knowledge management platform for customer service and contact centers, with a 'Knowledge Unification' approach. Comparable as a direct competitor targeting enterprise service operations with AI-driven agent guidance.
- eGain: eGain is the most direct competitor to Panviva, offering AI knowledge management and conversational guidance for customer service and contact centers. The recent hire of Panviva's former CMO underscores the head-to-head competition.
- KMS Lighthouse: KMS Lighthouse provides AI-powered knowledge management specifically designed for customer support and contact center operations. Comparable as a niche KM vendor with enterprise customer focus and AI search capabilities.
Emerging players
- Document360: Document360 is a knowledge base platform with AI-powered search (Eddy) targeted at enterprise support teams. Comparable on product functionality and use case, with a smaller scale and growing enterprise footprint.
Market position
Strengths4 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
Panviva social profiles
Digital presencePanviva financial estimates
Financial estimateRevenue estimate
Valuation estimate
Panviva leadership team
Management profileNumber of profiles
Profiles4 records
Panviva funding detail
Funding detailFunding overview
Funding rounds4 records
Investors4 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Panviva M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Panviva
What does Panviva do?
Panviva provides a cloud-based, AI-powered guided knowledge management platform for enterprise contact centers in highly regulated industries such as healthcare, financial services, utilities, and BPO. The platform combines AI conversational search with human-approved compliant knowledge to deliver real-time guidance to agents via its Sidekick AI-powered agent assistant. It centralizes organizational knowledge into a single source of truth, supports no-code authoring, omnichannel delivery, and audit-ready compliance documentation.
Is Panviva a public or private company?
Panviva is a private company. It is classified as corporate owned and is currently operating.
When was Panviva founded?
Panviva was founded in 1996. It employs 51 to 100 people.
Where is Panviva based?
Panviva is headquartered in Camberwell, Australia, in the Oceania region.
How does Panviva make money?
One revenue line is on record: subscription Software Licenses.
Who are Panviva's main competitors?
Broad incumbents on record are ServiceNow Knowledge Management, Zendesk Guide, Confluence (Atlassian) and Salesforce Knowledge (Service Cloud). Direct peers are Guru, Bloomfire, Shelf, eGain and KMS Lighthouse. Document360 is listed as an emerging player.
Does Panviva have an API?
No public API is recorded for Panviva.
What industry is Panviva in?
Panviva's product category is Contact Center Knowledge Management Software. Its primary akta.pro industry code is HDAEANAH, Enterprise AI Data & Knowledge Platforms (Vector Databases, Knowledge Graphs), with a secondary code of HDABAAAL, Industry/Vertical Cloud Platforms (e.g., Gov/Healthcare/Financial Cloud Regions). Its NAICS code is 519290 and its SIC code is 7372.