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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Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms