Home Atlassian Contact&Call Center system for companies

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.

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.

See how the process of connecting with a consultant may look like!
DOWNLOAD - this is just an example! We will adapt the process and messages to your needs.

Download

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).

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