Case Study: ContactWorks improves global outsourced customer support with Giva

Contact Works - Customer Case Study

ContactWorks, a provider of outsourced call center and customer contact services, required a 24x7 worldwide customer support solution that could span multiple client databases with a single login. Their challenge was to find a highly configurable, web-based platform that would reduce hold times, minimize agent effort, and provide granular reporting without the need to maintain their own IT infrastructure. They evaluated several vendors but chose the Giva Service Management Suite, specifically Giva eCustomerService and Giva eKnowledgeManager.

The solution from Giva provided a single, customizable SaaS platform that enabled ContactWorks agents and global partners to support multiple clients efficiently. The implementation resulted in increased technical credibility, product differentiation, and the ability to win new outsourcing contracts. Giva's dashboards and reporting tools allowed for quick analysis of data and the creation of client-specific reports, saving time and labor costs while significantly improving customer satisfaction.

Contact Works

Tom Sultenfuss

President