Customer Service & Help Desk Software Overview

Features

The Giva Service Management Suite™ helps you streamline and automate all your service management business processes. It includes:

• Centralized service management information repository – Provides global visibility into all service management information. Helps you more rapidly handle requests and make better, faster service management decisions by leveraging past work.
• Business analytics – Provides many preconfigured, easily customizable reports to allow easy access to information. Provides configurable reporting parameters to allow for automatic report generation. Requires no additional reporting software.
• Real-time reporting – Delivers immediate access to information for easy tracking of service management business processes and performance evaluation. Report templates allow you to quickly build custom reports.
• Root-cause analytics – Helps identify problem areas and actions to decrease future request volume. Provides answers to questions like "Why do calls occur?"
• Best practices and workflow engine – Provides control of service management business processes by standardizing structured business procedures across your organization. Speeds requests through an easily configurable set of routine tasks.
• Transaction manager – Balances service management traffic across multiple servers to ensure each transaction is rapidly completed. Verifies each service request for completeness according to business rules.
• Collaboration tools – Increases staff efficiency and speeds service management business processes.
• Intuitive, Web-native user interface – Reduces training requirements with an easy-to-learn, easy-to-use, Web-native application.
• Easy administration – Allows you to configure and customize the Giva solution to best fit your unique requirements without programming.
• Bulletproof security – Uses 128-bit SSL encryption to protect data. Provides a configurable security policy for multiple levels of system authority/rights.

Why Giva?

Giva customers rated both Giva reports and Giva usability number one in the industry in an Internet Resources independent survey in May 2007. They also rated Giva solutions as delivering the highest ROI and lowest total cost of ownership (TCO) over a three-year period.

Unlike other IT help desk or customer service applications, Giva solutions deliver:

• One-week deployment
• Best-in-class usability
• Three editions to meet your needs
• Deployment with either the hosted Giva On Demand Software™ option or local installation

One-Week Deployment

With easy set-up and configuration without programming, you can be up and running on any one of the Giva Service Management applications quickly. In fact, Giva customers have deployed Giva applications on a worldwide basis in one week – an Internet connection and a standard Web browser is all you need.

Best-in-Class Usability

The user interface of the Giva Service Management Suite™ is based on common Web navigation metaphors and familiar icons, drastically reducing training time. In fact, many Giva customers get up to speed on Giva solutions with only a single one-hour training session.

Three Editions to Meet Your Needs

Most Giva applications are available in Standard Edition, Professional Edition, or Enterprise Edition. All editions are world-class solutions, and each includes a combination of powerful features to meet the unique needs of your company.

The edition that is right for you depends on the size of your team, the application components you need, and the level of customization and integration you require.

Hosted or Locally Installed Deployment

As a true Web-native solution, the Giva Service Management Suite™ is available either hosted by Verizon Business or installed on your local infrastructure.

While some organizations prefer installing and running applications internally, the Giva On Demand Software™ option gives you an alternative – you can immediately access services built on a world-class infrastructure and delivered via the Internet. Your users simply securely log in to the Giva solution over the Internet and get right to work.