Amazon Connect Phone Support Integration Feature
Atlassian Customer Service Management
Phone support is centrally managed with CSM. Follow-ups after calls are thoroughly visualized without any omissions.
The Amazon Connect phone support integration feature of Customer Service Management (CSM) is a voice-enabled function that allows you to manage phone inquiries from customers on the same screen as other support channels such as email and chat. Issues that could not be resolved during the call are automatically created as work items, and the call content is recorded as a transcription. This prevents the personalization of responses and oversight, simultaneously improving customer experience and streamlining support operations. 【Features】 ■ Integrates phone (voice) channels into CSM, enabling multi-channel support ■ Automatically records call content as transcriptions and centrally manages history ■ Allows for smooth execution of follow-up tasks after phone support
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basic information
【Target Audience】 - Customer inquiries, requests, and incident responses via phone - Voice support operations at call centers/support desks - Customer support operations combined with other channels (email, chat) 【Main Features】 - Phone (voice) channel support through integration with Amazon Connect - Automatic creation of work items based on phone interactions - Management and internal sharing of call content (transcriptions) history - Centralized management of customer interactions including email/chat/phone - Continuous and consistent customer support utilizing response history 【Management and Operations】 - Visualization of phone response status and follow-up status - Quality improvement and knowledge utilization through accumulation of response history - Design of operational rules that do not depend on specific personnel 【Integration and Expansion】 - Voice integration with Amazon Connect - Integration with Atlassian platform (Customer Service Management) - Support for multi-channel operations with other channels (email, chat) 【Provisioning Format】 - Cloud-based (SaaS) - Can be added to existing Customer Service Management environments
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Applications/Examples of results
【Purpose】 Customer Service Management (CSM) is a customer service management tool that centralizes the management of inquiries, requests, and incident responses from customers, establishing a stable operational framework for customer interactions that can often become personalized. By utilizing response history, customer context, and AI support, it ensures consistent quality regardless of who is handling the interaction and connects customer service to continuous improvement. Our achievements: i-PRO, Kyocera Communication Systems, etc. (titles omitted) i-PRO case study (https://www.innoov.io/customers/ipro-corporate-software) Other Atlassian product achievements: Dai Nippon Printing, LIXIL, Mercari, Mercedes-Benz, Slack, Yale School of Management, etc. (titles omitted) *From the Atlassian site
Company information
We are INNOOV Inc., specializing in process improvement utilizing SaaS. We support everyone in easily grasping information and progressing work swiftly by using convenient tools, including Atlassian products. We not only provide tools but also design systems that consider what information should be received by whom and where, and how everyone should share it, enabling efficient operations for all. This leads to smoother customer interactions and new product development processes, saving time. Atlassian products implement AI ROVO across SaaS products in their document management tools, making information organization convenient. In particular, we focus on delivering customer feedback directly to the quality and development departments, enhancing customer service and product quality. This allows us to quickly resolve customer issues and continue providing better products. If you feel that organizing information is not going well and work is progressing slowly, please let us take care of it. We will support everyone in working smoothly together. Feel free to contact us with any requests.
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