Giva real-time reports allow us to carefully monitor customer service key metrics, hour-by-hour and minute-by-minute with no special reporting program, custom coding, or training. Our agents have access to reports that help them monitor their own progress throughout the day. Since the Giva call centre solution reports are real-time, all we have to do is point and click to run reports to get results.
Headquarters is very pleased with the quality and level of detail that we can now provide. We are using this information to improve product ease-of-use and the out of box experience we give our customers. Since we now provide detailed reporting, headquarters now better understands our call centre challenges.
Giva is 100 percent Web-based—we do not have to deploy any client software. Tokyo headquarters can log into the application and review reports from our US and Canada call centre any time.
The Giva customer service software applications are very fast. They allow our agents to quickly open service requests and handle a high volume of customers more efficiently than our previous system or the other systems we evaluated.
Giva is also easy to use. Our agents were able to get up to speed quickly. Speed and ease-of-use are important when our call volume spikes and there is a lot of pressure to quickly process customer calls to keep the hold time low. The Giva customer support software has directly helped us improve in this area.
We continue to be impressed with the flexibility of the Giva system. It is easy to make changes to the Giva solution.
Initially, we were interested deploying Giva eCustomerService solution locally on our own infrastructure. However, after carefully analyzing the total cost of ownership, we concluded that the hosted on demand software version made sense for us.
We undertook a thorough independent analysis of hosted versus installed solutions. We found that there are many soft costs of owning software and concluded that we would see dramatic savings by having Giva host the solution for us.
We evaluated the infrastructure and environment at Verizon Business, where Giva hosts its on demand solution. They have a reliable, bulletproof infrastructure, and we have had 100 percent uptime and excellent performance. Of course, we have the option to host Giva eCustomerService on our own infrastructure at some point in the future, if we choose. We like this flexibility.
After having worked with a number of resellers of other vendor's products, we prefer Giva's direct sales and support approach. Resellers generally do not have strong ties with the technical support and R&D teams, but with Giva, we rapidly receive answers to our questions. For example, we requested some enhancements so that the customer service software would better meet our needs. Giva quickly built, tested and released the new enhancements. With this high level of responsiveness, we know that we have found an excellent partner that we can trust.
We increasingly find that as the industry matures, many call centre and customer support software vendors have generally become much less responsive to their customers' needs. This is especially true in providing incremental enhancements. The Giva customer support and product development teams have been there for us long after the sale—they continued to exceed our expectations.
Giva tells us their model for success is simple. They tell us that customers are the centre and cornerstone of Giva. We believe it.
We operate a high volume call centre with pressure to achieve high service levels every day. We needed a product that was easy to use and that provided significant value to our organisation. We looked carefully and thoroughly at the market over a long period to make sure we make the right strategic decision for our call centre. We know we made the right decision to trust Giva with our mission critical call centre solution.
Giva has proven to be a stable, industrial strength product. Giva is a great company that stands above many vendors in the industry. They stand behind their products with top-flight service and support. We are delighted everyday with the exceptional results we are achieving.