Case Study: Polycom achieves streamlined global quality assurance and seamless JIRA–Siebel integration with ServiceRocket

How ServiceRocket Streamlined Polycom’s Quality Assurance Processes Globally

Polycom, a provider of open-standards unified communications for video and voice, needed to standardize and streamline its global Quality Assurance processes by adopting Atlassian JIRA and integrating it with existing Siebel CRM and help desk systems. The integration had to be service-oriented and flexible to cope with changing data formats, support reliable transaction tracking and resubmission by administrators, and be backed by global training and support for distributed system administrators.

ServiceRocket built a lightweight framework of JIRA plugins that enabled dynamic inbound message definitions, transaction status tracking, secure trace-and-resubmit capabilities, and resilience to imperfect data and system outages. They supplemented the technology with customized onsite and remote training, mentoring and support, delivering a reliable, seamless QA integration, a successful Bugzilla migration, and strong customer satisfaction from Polycom’s leadership.

Polycom

Kent Bodell

Director Software and Hardware Development, Polycom