Services Provided to 3rd Parties
Use our expertise to supplement your own
As well as providing our end customers with industry leading customer service, CCT is providing a full range of support and professional services to 3rd party organisations.
A number of global systems integrators, carrier service providers and niche technology organisations have contracted CCT to supplement or deliver their own Avaya/contact centre technology capabilities, secure in the knowledge that quality of our service delivery is second to none.
While creating supplier contracts with these organisations, we then work closely with their respective account teams to ensure that CCT provides whatever bespoke services might be required in order for our partners to construct the complete offering requested by their end customers.
Why select CCT as your 3rd party support partner?
Whether you need specific assistance on a project-by-project basis, or are looking to use a support partner to accelerate your Avaya or contact centre capabilities, CCT may be able to help.
CCT is an Avaya Platinum Connect Partner for Enterprise & SME. We can support Avaya Aura-based IPT/SIP designs, multi-channel contact centre requirements based on Avaya Interaction Centre or Contact Centre Express, the full suite of Avaya UC solutions under the one-X brand and speech recognition solutions within the Voice Portal solution set.
Most of our Avaya IPT/Contact Centre designs are built on Cisco, HP or Extreme data networks. They might include recording/WFM/WFO solutions from Verint or NICE. CCT designs, implements and supports all of these solutions.
CCT can offer you access to the following capabilities:
- Full pre-sales & post-sales capability across the Avaya portfolio
- Business Development support, product demonstrations and presentations
- Bid management & commercial modelling
- Bid support
- Technical consultancy to provide infrastructure blueprint or design validation
- Pre-implementation staging & test
- Project management for new implementations or significant MAC work
- Service Management: proactive remote monitoring and ITIL-based ‘sense and respond’ fault management processes
- Resident engineers
Case Study – HCL & News International
In 2009, Indian IT services provider HCL won the contract to manage News International's IT infrastructure, a five year contract worth multiple millions of pounds.
News International, which publishes The Times, The Sun, The Sunday Times and News of the World, is attempting to reduce IT costs and increase standardisation. The contract included the strategic management of News Internationals datacentre and networks, but HCL had the opportunity to bid for voice services and roll that into their contract too.
They selected CCT as their partner to provide a corporate telephony standard design, based on Avaya, to work through all of the commercial and contractual iterations along the way, to project manage the implementation involving the deployment of thousands of user handsets and ongoing support services within the boundary of HCL’s managed service contract with News International.
The following quotation is from a reference letter received by CCT's CEO:
"I would like to thank you for the great work by your project team in deploying the upgrade of the News International Avaya Voice solution throughout the UK with minimum disruption. As you know, News International is one of the largest and most high profile media organisations in Europe.
The window of opportunity to upgrade was small and the impact of failure enormous. We chose to upgrade the solution with CCT and HCL on the strength of your response to tender and the subsequent presentation of your commercial, technical and project approach. I am glad to say that this selection has proven to be the right one. The Avaya CM upgrade project has in fact been highlighted at Board Level as a model for technical project deployments."
Head of Infrastructure & Operations, News International