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Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

Embracing the Software Service Economy

Embracing Software as a Service & Cloud Technology

Stanford professor and former Oracle president of on-demand business, Timothy Chou, discusses his perspective on the software economy's future in his new book Seven, the follow-up book from his previous work, The End of Software (2004).

Within the last ten years, many Software as a Service (SaaS) companies that were once small private firms have become large corporations.

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Top 5 Issues Facing Hospital CIOs Today

Technology Challenges for Healthcare/Hospital CIOs

Technology, such as cloud computing, is becoming increasingly attractive in the healthcare management industry. Hospital CIOs, however, now face the difficult task of optimizing new technology while still maintaining the healthcare industry's ethical standards. Here are the top five challenges faced by Hospital CIOs in implementing new technology:

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3 Steps for Integrating People and Technology

Integrating People & Technology

Unlike the plot of many sci-fi movies, the human race has yet to be dominated by artificial intelligence. And since we are not living in the world of I, Robot or The Matrix, we still need smart individuals to work alongside the technology we use. Neither can achieve maximum efficiency without the other.

Integrating people and technology is a critical step in constructing efficient collaboration within a business. A lack of integration might hold any business back from achieving its maximum potential growth.

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Verizon Hosts Challenge to Inspire Students to Change Lives Through App Building

The Verizon Innovative Challenge

For the fourth year in a row, Verizon will be holding The Verizon Innovative Challenge, a contest for students interested in creating their very own problem-solving apps. For this challenge, middle and high school students living in the U.S. will join collaborative teams, generate innovative ideas, and build concepts for mobile apps. Their ideas for these apps must attempt to solve real world issues their schools and communities face. Absolutely no coding experience is necessary to participate.

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Customer Service & Effective Technical Communication

Effective Technical Communication

Every tech-savvy person has heard (or even experienced) customer support horror stories at least once. These tales usually lament the struggle of dealing with users who seem to have no right to be anywhere near a computer: users who cannot find the "any" key, users who cannot tell the difference between the spacebar and backspace key, or users who do not even know what an operating system is.

Even though home computers have become easier to use, customers might still feel confused or frustrated. When business customers contract engineers for new software, it is often difficult for the tech-savvy to speak the language of the customer and nail down exactly what features the client is seeking. Effective communication is vital in both customer service and business-to-business relationships, and learning how to speak the language of your client is often easier said than done.

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Taking Advantage of Software License Management

Software Licensing

Today, a company's software assets likely resembles a hodgepodge of trial editions, subscriptions, and licenses. Managing a firm's software assets has, understandably, become much more taxing.

One useful system -- the "license manager" -- can help reduce the CIO's anxieties. Primarily, a license manager helps prevent litigation due to software abuse.

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Successful Business Technology Adoption

Business Technology

For consumer goods, the adoption rates of new technology vary immensely. Some products are adopted unquestioningly, such as DVD players, while others must battle for supremacy in the consumer market, such as Bluray and HD-DVD players. Other products may be adopted slowly, like wearable technology and Bitcoin, or never adopted at all. A graph from The Economist shows that the Internet was adopted by one-fourth of the population in just seven years–almost twice as fast as the mobile phone adoption rate.

Unlike in the consumer market, technology adoption in the business realm can take a very long time.

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Samsung's Summer Program Educating the Future

Samsung Mobile App Academy

Samsung awarded its first place $20,000 scholarship to Aditiya Suri, an 11th grader at Walton High School in Marietta, GA. Suri was one of a few high school students to attend Samsung's annual Mobile App Academy, where he designed the app "Mobi Sense," a tool to facilitate communication for those with visual, vocal, or auditory impairment.

High school students who are in the 11th or 12th grade have the opportunity to become App Developers through a summer coding program sponsored by Samsung Electronics. In addition to providing a combination of useful curriculum and technology, Samsung also donates a total of $35,000 in scholarships to participating high school students, such as Suri.

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Three Main Categories of Cloud Computing

Cloud Computing

The "Cloud" is everywhere today in technology.  Whether it is data storage, or communicating with colleagues and friends, many apps and devices interact with the cloud.  But what makes up the cloud? Cloud computing can be broken up into three main services: Software-as-a-Service (SaaS), Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS).

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Benefits to Using Hosted Solutions

Call Center Cloud Computing & Devices

In a previous blog post, we discussed how important it is to have a variety of contact options for today's consumers, based on findings from the 2015 Global Contact Centre Benchmarking Report. However, many companies are finding it difficult to integrate these new options into their contact centers.

As expected, a majority of call centers have the capability to support customers over the phone and through email. These capabilities line up with the previous generation's expectations in a support center, as most customers over the age of 40 prefer support over telephone or email. However, the next generation's first choice of webchat is only supported by 45% of organizations, and 35% of organizations without webchat have no plans of offering it in the future.

According to data from the Report, an average of 79% of companies are afraid that their systems will not meet demands in the future. However, the cost of integrating a new support system can be expensive, and new software may not be compatible with older machines. One solution that the Report proposes is hosting contact centers in the cloud, which can reduce the cost of integrating a brand new system greatly while expanding support options.

In fact, the Report found that 89% of organizations currently using cloud architecture agree that it has reduced costs. Other benefits from cloud technologies noted in the Report include access to new functionality, improved flexibility, and better reliability. Yet half of the organizations surveyed do not even use hosted technologies.

Giva's customizable cloud technologies are easy to use and can save your company time and money. Read about how the Giva Difference has changed the way many companies handle customer contact on Giva's case study page!


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