Case Study Outsourced Call Center Cloud

ContactWorks offers a complete range of flexible, scalable and competitive outsourced call center and customer contact services. Client engagements include technical support, customer service and support, sales and sales support, training, promotion support, channel development, and turnkey sales and marketing management.

The Giva Service Management Suite™, including Giva eCustomerService™ and Giva eKnowledgeManager™, was deployed to address the company's need for a 24 x 7 worldwide outsourced customer service and support Cloud Computing SaaS solution.

Giva's eCustomerService, a web-based customer service Software-as-a-Service (SaaS) application, and professional services provided:

  • A single IT platform for a 24x7 worldwide outsourced customer service and support operation
  • Product and service differentiation in the very competitive outsourcing business to help ContactWorks win more business
  • Increased technical creditability with prospects
  • Expertise in customer service "best practices" to help win outsourcing contracts
  • A highly configurable system that allows ContactWorks to provide a custom solution to each of its clients
  • Rich graphical views of data with Dashboards, Charts, and Metrics to allow customers to quickly focus on priorities


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