Contact&Call Center system for companies

Jira Service Management + AWS Connect

A comprehensive software solution for service teams based on combining Jira Service Management (formerly: Jira Service Desk) with the AWS Connect solution.  Experience a coherent platform for call handling and request management. It’s an advanced ITSM solution with call center functionality. 

Call center system TT PSC Atlassian

ITSM software + call center

The implementation of Jira Service Management system which is integrated with AWS Connect provides an advanced call management environment that can be adapted to the individual needs of the organization. The solution is scalable so the customers can choose only the functionalities that they need. Over time, the software can be extended with new functionalities, it is possible to increase the number of users as well.

Key features:

For the service team

  • Incident and change management
  • Budget management
  • Possibility of creating documentation for customers
  • Database of template messages to customers
  • Email support
  • Call handling
  • Configurable chat bot for calls (after agent working hours)
  • Changing text to audio
  • Automatic recording of calls
  • Creation of paths for the caller – according to the company scenario
  • CSAT surveys
  • SLA
  • Clear workflows.
  • Reports and statistics generated by the system
  • Notification about new tickets
  • Automation
  • Possibility to implement different language versions of the dashboard for customers.

For customer

  • Easy-to-use Customer Portal
  • Access to the knowledge base and the possibility to search for answers
  • Telephone contact with a service agent
  • Access to the platform via mobile devices
  • Clear messages and various methods of contact with service technicians (tickets, chat bot or phone call)
  • Possibility to assess the quality of service
  • Possibility of filing a complaint
  • Feedback, which ensures that every attempt of contact is noticed
  • System available in different language versions
  • User-friendly interface.

Contact us if:

You are looking for a contact & call center software with a good reputation, that follows the best practices.
You want a comprehensive solution that provides a clear and easy-to-use platform for your teams and customers.
You want to evolve the infrastructure without changing the application.
You want to streamline the work of your teams and improve the quality of customer service.
You need a system that gives insight into the speed of work of your service technicians. A tool that generates reports and statistics and helps to identify bottlenecks.
You have individual expectations as regards the customer service process and particular elements of the system (about the content of messages or how the Customer Portal looks like).
Piotr Tokarski TT PSC Atlassian
If there was something missing in the ITSM system that is Jira Service Management, it was the ability to handle calls. Integration with AWS Connect fills this gap and enriches the software. After connections are established, the system automatically generates a ticket with a recorded call. The call handler can assign the request to the appropriate department. The team can go back to the recorded conversation at any time. If the ticket is not resolved in the standard time, the system will generate appropriate notifications. The whole process will be configured according to the needs of the company.

Piotr Tokarski

Business Unit Manager at Transition Technologies PSC

You can trust us!

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We are a Platinum Partner of Atlassian, the producer of Jira Service Management software and an official AWS Partner.

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We have over 10 years of experience in providing IT services and solutions to companies both in Poland and abroad.

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Our company is a team of 600 specialists in various IT solutions.

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The implementation will be conducted by certified Atlassian and AWS experts.

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IMPORTANT!

  • License support for Atlassian Server systems will expire in February 2023
  • You can increase the number of license users till February 2nd 2022
  • Atlassian is focusing on Cloud and Data Center – do not wait! Plan migration by choosing one of those two options and be sure that you will be able to develop your infrastructures in future

CONTACT US and do not worry – we will prepare best strategy for your company!