Customer Analytics Reporting Software

Customer Service Analytics and Trends Reports

Giva reports feature full colour, high contrast charts and graphs that allow for more graphically driven data presentation to better understand relationships between all the data. Giva reporting software is extremely easy-to-use and does not require a company "report guru". Metrics, business analytics and key performance indicators are allow leaders to better identify emerging problems, issues, trends and patterns so that systemic changes can be made.

Measure Customer Service Productivity

Surveys, Service Level Agreements, and Customer Analytics

Giva's robust, fast and painless reporting quickly measures team productivity, responsiveness and customer satisfaction resulting in faster and higher quality decision-making. Giva reports significantly benefit customer service call centres which like to focus on increasing first contact resolution, increasing customer satisfaction, decreasing call volume with root cause analysis and exceeding service level agreements (SLAs). Giva makes this so very easy to quickly build, run, share and review reports. Leaders can also measure differences in performance between individuals and teams with data driven objectivity to know who to reward and who to coach.

Real-Time Analytics or for Analysing Help Desk Trends

Reporting Software for Immediate or Scheduled Reports

You're very busy and don't have the time to figure out all the right metrics and KPIs for your organisation and then specify and program the reports, or wade through the 100's of report templates. With Giva, you can schedule and receive via email real-time analytics on an hourly, daily, weekly, monthly or quarterly basis. Giva's visual reporting software allow you to analyse data and proactively highlight trends and patterns early on by quickly creating charts, graphs and customer analytics. Real-time reports can be generated within seconds even with very high volumes of complex data sets, allowing managers to instantly identify emerging trends and patterns to facilitate better and faster decision-making. And most reports run in ten seconds or less with visual representation of data and drill-down capability.

Communicate Customer Analytics to Colleagues

Save, Share, Download and Email Reports

Once your favourite business analytics reports are configured, you can save them for future use, or share them to colleagues. Reports can also be quickly downloaded to a spreadsheet, saved in PDF format, or a PDF-version of the report can be emailed to a colleague.

Standard and Easily Customised Customer Service Reports

We know that you need to measure the Customer Service/Call Center's performance with metrics, charts and graphs to reward stakeholders and take action when necessary. Giva Reports help you reduce the amount of time spent building, customising and routinely running Reports. Our visual Reporting tools allow you to analyse data, understand relationships and proactively highlight trends and patterns early on.

Each report features our Giva Easy Three-Click Reporting™ engine that allows you to quickly build standard and completely customisable Report queries.

Staff Performance Reports

Giva's Staff Performance Reports provide analytics and deep insights to better lead your organisation and manage all the important aspects of employee performance. The Reports offer objective statistics with drill down capability to measure the performance and capability of Giva agents. Over a reasonable time period, these metrics and analytics can objectively measure differences in agent capability, productivity, focus, initiative, diligence and customer satisfaction.

These reports also make it easy for CIOs or VPs of Customer Service to measure individual and performance in real-time and after issues are closed. This encourages the full engagement of level 1-2-3 resources and eliminates finger pointing and blame.

Giva's Asia-Pacific Cloud Infrastructure

Asia Pacific Cloud Local Data
  • All cloud servers physically located in Sydney & Singapore with Amazon Web Services
  • Redundancy and disaster recovery to Singapore
  • All data stored only in Sydney & Singapore
  • No back-ups or copies of data stored in USA
  • High availability and responsiveness—cloud servers located close to customers in the Asia Pacific region
  • Customers can securely download data anytime
  • Increased security—data remains in the region

In today's era of concern about data security and privacy, Giva is committed to the Asia Pacific region by providing servers physically located in the Asia Pacific region, hosting our Cloud Help Desk and Customer Service Suite with data centres in Sydney, Australia and Singapore. This approach also provides redundancy and back-up to give our customers disaster recovery protection and even more peace of mind.

Giva's hosting architecture meets even the strictest compliance requirements for many large government, healthcare, financial, insurance and high-security-minded organisations that want to move to the cloud, but do not want their data in the USA. Now with Giva, customer data is stored in closer proximity to where it is being used, which not only helps maintain very high application responsiveness, but also increases data security in the cloud. Customers can securely access and download their data without any restriction at any time.


Security Certifications

  • Payment Card Industry (PCI) Data Security Standard (DSS)
  • Information Security Registered Assessors Program (IRAP)- Australia
  • Multi-Tier Cloud Security (MTCS) - Singapore
  • Service Organisation Controls 1 (SOC 1), Type II report
  • Service Organisation Controls 2 (SOC 2), Type II report
  • Service Organisation Controls 3 (SOC 3) report
  • ISO 9001:2008
  • ISO 27001
  • ISO/IEC 27018
  • NIST 800-171


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