How CustomWare helped Polycom to streamline Quality Assurance globally

When Polycom wanted to rationalize their Quality Assurance process, they not only needed to standardize on a new issue tracking platform - Atlassian JIRA, they also needed to integrate that system directly into their existing CRM and Helpdesk infrastructure - Siebel.

CustomWare Asia Pacific's enterprise integration expertise, combined with intimate knowledge of Atlassian's JIRA allowed them to rapidly implement a reliable Service Oriented integration.

The Requirement

Polycom required a reliable integration between two disparate systems. Put simply, the integration needed to work, and when it didn't work, the administrative users needed to be able to quickly determine why and be able to resubmit transactions painlessly.

Too often integrations between two web-service enabled systems are hard wired, inflexible and only work in perfect case scenarios. As data formats and types change in Siebel, the associated JIRA system needs to be able to react quickly without requiring any Developer involvement.

Polycom system administrators located in all regions of the world required mentoring, customized training and a high level of support, backed by valid service level agreements and a team of highly skilled people that could understand the specific system setup.

The Solution

CustomWare's integration expertise was put to test and they were able to produce a flexible, lightweight integration framework as a set of plug-ins to the JIRA system. The plug-ins allowed the dynamic definition of inbound messages from Siebel to JIRA and the tracking of the status of each transaction.

Leveraging upon years of process integration experience, CustomWare understands that integrating systems isn't just tying together two web-service enabled systems in a perfect case, high availability environment. Integration also needs to consider what happens when data isn't perfect or when systems are unavailable. In order to address this, the integration plug-ins developed, securely allowed the system administrators to track, trace and resubmit integration transactions.

CustomWare also provided Polycom with customized education, support and mentoring services. These services were readily available from their Sydney and Kuala Lumpur offices and they also provided onsite services for key portions of the project in the USA.

A sample screen shot of the integration console is shown below

The Voice of the Customer

Susan Davies, VP of Corporate Quality and Customer Success, Polycom

"CustomWare's expertise with both enterprise integration and JIRA was a clear indication that they were the right people to partner with and provide us with a flexible solution. The quality of service displayed both onsite and offsite by their team was impeccable and they were able to understand our business, not just deliver a technical solution".

"CustomWare's education and mentoring services provided our team with the backup knowledge and skill that we needed to confidently complete the task at hand".

More information

For more information on how CustomWare can help streamline your next Atlassian implementation, please see our Atlassian Services page.