Case studies

  • Case Study

    Travelport

    Consistent, centralised telephony service, delivered across EMEA, Asia and the Americas covering more than 50 locations in 32 countries to support this leading business services company.

    About Travelport

    Travelport is a broad-based business services company and a leading provider of critical transaction processing solutions to companies operating in the global travel industry. The company operates in 160 countries, has approximately 5,400 employees and reported 2009 revenues of $2.2 billion.

    The solution

    Our solution was to  provide global support for Travelport’s Avaya telephony estate across EMEA, Asia and the Americas – currently covering more than 50 locations across 32 countries.
    This involved two main categories of Service Level Agreement (SLA): 24 x 7, 365-days-a-year support for major locations; and working-hours support for smaller branch offices.

    We also provided a permanent resident Avaya IP telephony expert who is based alongside the Travelport team in Langley, and a Global Service Account Manager to oversee the delivery of service management worldwide. Together with an extended team of commercial and technology specialists, we have developed an excellent business relationship with Travelport and an end-to-end understanding of their entire Avaya estate.

    Benefits

    • Unified service delivery model
    • single, centralised service that delivers a consistently high level of support, regardless of location
    • Fault management and SLA performance reporting
    • Pricing methodology is transparent.

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