e
knowledge
manager

Providing the right information at the right time leads to better decisions. The challenge is to quickly connect employees, customers, and partners to the right information, while keeping your costs low.
Giva eKnowledgeManager™ is a standalone or integrated knowledge base application that helps you capture knowledge as it is created so that it can be distributed and shared with the right individuals at a later date. Giva eKnowledgeManager streamlines creating, categorising, and retrieving knowledge.
eKnowledgeManager Knowledge Statistics Report
Cloud Software Asia Pacific Regional Data Flags
All data stored only in Sydney & Singapore—No back-ups or copies of data stored in USA

 

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

 

Knowledge Base Software

Giva eKnowledgeManager

Providing the right information at the right time leads to better decisions. The challenge is to quickly connect employees, customers, and partners to the right information, while keeping your costs low.

Giva eKnowledgeManager™ is a knowledge base application that helps you capture knowledge as it is created so that it can be distributed and shared with the right individuals at a later date. Giva eKnowledgeManager streamlines creating, categorising, and retrieving knowledge.

 

 

Features

Giva eKnowledgeManager features:

  • Natural language, Boolean, and keyword search engines
  • Self-service Web portal for employees, partners, and customers to access centralized knowledge base with option to quickly open service request, if answer not found
  • Standard, customisable knowledge workflow, including notifications
  • Authoring and approval tools based on industry best practises
  • Advanced tools for batch record import/update and on-going management
  • Rich text formatting with the ability to attach screen shots and files to knowledge records
  • FAQs and most frequently used solutions sections
  • Problem solving score, an automatic knowledge rating based on usefulness
  • Seamless integration with your Web site
  • Visitor feedback, tracking, and reporting
  • Nine pre-defined, customisable reports
  • Reports to evaluate knowledge quality and quantity by creator
  • Multiple, independent knowledge bases for use by different departments
  • Seamless integration with Giva eHelpDesk™, Giva eCustomerService™, Giva eServiceDesk™, and Giva eSalesDesk™
  • ITIL-compliant

 

Benefits

A 100 percent Web-native knowledge base solution, Giva eKnowledgeManager™:

  • Reduces support costs by capturing lessons learned from previous service requests
  • Reduces staff turnover cost by ensuring that your organisation's knowledge does not walk out the door
  • Enhances customer satisfaction by speeding problem resolution, providing consistent, fast answers, and allowing self-service access to a centralized knowledge base
  • Increases employee productivity by keeping information consistent, accurate and up-to-date
  • Decreases training costs by keeping service personnel informed on diverse, rapidly-changing information
  • Decreases training time of new hires by facilitating knowledge transfer from expert staff to empower less-experienced staff
  • Increases employee satisfaction and loyalty by recognising employees that contribute valuable knowledge used and highly rated by peers
  • Improves staff efficiency by allowing employees or customers to find their own answers to questions using natural language search, thereby dramatically reducing the number of issues directed to a call centre
  • Improves service quality by providing service personnel with quick answers to questions

 

 
Screenshots
Reports & Knowledge Records
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