Supporting International Networks

Delivering for multi-national clients

CCT offers our leading support service to multi-national organisations on a global scale.

We have an increasing number of multi-national Avaya support clients, such as Paramount Pictures, 118 118 (the busiest contact centre in the UK, with equivalent centres in Ireland, France, Belgium, Africa and The Philippines) and Travelport.

Global Service Delivery - A Case Study

Taking Travelport as an example, they operate in c.160 countries, have approx 5,300 employees and in 2008 a turnover of >$2,500 million. It’s a broad-based business services company providing the technology that connects buyers and sellers in the global travel market place. Travelport’s Global Distribution System, which includes Galileo and Worldspan, underpins the issuing of 138 million tickets annually, provides travel distribution services to over 950 travel suppliers, 63,000 travel agencies and millions of end customers.

Travelport’s global communications reflected the many acquisitions made by the company over the past decade. Avaya was selected as the corporate telephony standard and the support for their global requirements were provided directly by Avaya Global Services. In 2008, they went to tender for their multi-national support.

They centralise their support into three regional centres, in Langley (UK), Sydney and Atlanta (in development by CCT).

"CCT's proposal stood head and shoulders above everyone elses."

Head of Global Voice Network, Travelport

CCT, along with a number of other Avaya partners, was invited to tender for the provision of 24x7 support and preventative maintenance services across more than 45 countries.

CCT now manages the global contract for Avaya support directly with Travelport, providing:

• True global contract ownership and account understanding - a single, central approach to commercial and technical aspects across the entire estate, rather than a collection of individuals who may understood their regional or country element only.
• On-site resident engineering resources - dedicated CCT team, plus fully trained back up staff who know and understand the client.
• Single global helpdesk - improving the previous 'follow the sun' model to remove unnecessary trouble ticket hand offs. All management and remote support provided by the CCT NOC.
• Single management of incidents across the world - with consistently applied proactive monitoring for preventative maintenance and consolidated trend analysis. Single point of control and management of all incidents. Engineer retains ownership until resolution.
• Single contract billing - ensuring ease of tracking spend globally
• Global delivery of new project implementations - often delivered personally by CCT Engineering team, with local accredited support as back up. No internal cross border organisational delays. Can shrink project start to implementation by weeks.
• Granular SLA management and reporting - to date, CCT has not missed an SLA commitment. "CCT's proposal stood head and shoulders above everyone elses."