Who we work with

CoolHarbour’s expertise is called upon by organisations that want to make the right decisions around their Unified Communications (UC) and Customer Contact (CC) strategy and ensure success in their technology delivery programmes. We help organisations from different vertical industries, are of different sizes and operate across the globe.

Our business model is primarily geared toward providing services through partners who can white-label our services as their own. In some cases where independence is required from a particular vendor or service provider, we may be engaged to deliver our services directly to end user organisations.

We are ultimately not precious about how you benefit from our services – either indirectly through other partners or directly if you so desire.

Partners

If your company fits into any of the following categories then we should be having a conversation.

SYSTEMS INTEGRATORS

Some of the world’s largest Systems Integrators (SI’s) tap into our UC expertise and advice on major transformation programmes. Our SI partners are typically managing major CRM, Contact Centre and UC&C programmes where they are delivering large scale transformation and change. They would typically engage our Consultants to work as part of their team on these programmes to provide the experience, knowledge and credibility that reduces risk for their customers.

SERVICE PROVIDERS

We are trusted by many of the leading UK and global telecommunications service providers to be their delivery and support partner for Unified Communications technologies. Their customers, typically large to mid-sized organisations, benefit from their scale and buying power for a range of specialised voice and data services, and from our expertise around UC through the single umbrella

TECHNOLOGY VENDORS

Such is the depth of our technical knowledge that major technology vendors themselves trust us to deliver projects on their behalf. We operate as an extension to their own services and support teams, often called in at short notice to rescue UC deployments in distress.

DISTRIBUTORS

IT distributors operate in a crowded and competitive market, often working on wafer-thin margins. Despite the low margins they are under constant pressure to differentiate or come up with new services for their sales channels. We work with some of the leading IT distributors providing them with differentiated ‘premium services’ that they white label and use to increase traction (and margin) within their reseller channels

END USERS

And yes we do work with end users of Unified Communications technologies. Often end-user organisations have internal teams that manage the entire UC journey but are looking for expertise to augment their own capabilities. Some are looking at impartial advice so would rather engage us directly than through another partner.

Case Studies

Customer Engagement

Leading UK Insurance Provider

Client Challenges

  • The contact centre transformation programme facing quality and process issues.
  • Constantly changing customer requirements / scope of work.
  • Requirement for team that understood both Avaya and Microsoft infrastructure the key missing ingredient.

What CoolHarbour Delivered

  • Our team worked closely with Avaya to develop and implement IVR XML workflowsas migrations ramped up.
  • Avaya retained CoolHarbour to develop and manage a change request process for IVR workflows as part of operational services.
  • Delivered the implementation of Voicemail on Aura Messaging for the customer.
  • Implemented Windows infrastructure to host Verint call recording, WFO and WFM.
  • Implemented Call Back Assist for the project and migrated the Experience Portal reporting database to a larger server to meet the heavy logging requirements.

Unified Communications

European Telco

Client Challenges

  • One of the first companies to setup a hosted cloud offering for Avaya IP telephony and Unified Communications.
  • Limited in-house expertise in delivering multi-tenanted UC services around Avaya.
  • Engaged CoolHarbour to deliver multi-tenanted voicemail and presence services for this project using Modular Messaging and Aura
  • Presence Services.

What CoolHarbour Delivered

    • Designed, deployed and configured MM for MSS
    • Customised the Aria TUI on MM to remove options for mailbox lookup and search in the auto attendant and during voicemail addressing. Other options,which were breaking encapsulation of the tenants, were also removed.
    • Avaya produced a Presence filter on the Presence server which allowed you to define tenants statically in a text file and the prevented people in a tenancy from searching and adding people in another tenancy. Our team implemented the Presence Server for the customer and installed and configured this Presence as well.

Programme and Project Delivery

Leading Airport Operator

Client Background

      • Ageing Operational Systems with limited historical investment. includes the airport operational database, flight and staff information, enterprise service bus, modeling analytics, departure management & airfield capacity modeling
      • Engaged to Deliver a 5 year roadmap for all operational systems

Client Challenges

      • Working in a multi supplier model leading the Operational Systems Tower
      • Planning to ‘Keep the Lights On’ while having to be Opex neutral
      • Deliver a roadmap that will also be a stepping stone for Airport’sStrategic needs

What CoolHabrour Delivered

      • Led the Programme to prove airport thought leadership and delivered a 5 year roadmap based on world wide best practice
      • Provided Leadership and governance of a multi supplier Programme
      • Managed other suppliers including Big 4 Consultancies

Integration and Application Development

      • Developed an innovative mobile app that provides golfers with access to professional coaches through video and chat on their smartphone, significantly reducing the time to get tailored, expert advice and the cost of coaching.
      • Developed a global information system for an oil company comprising a data warehouse, a web front end and an analysis engine, giving trade analysts access to fresh information every morning to easily spot trends and anomalies.
      • Integration of MS Lync desktop client with an Avaya VoIP infrastructure.
      • Integration of MS Lync platform performance monitoring data into a 3rd party, multi-vendor platform monitoring tool.
      • Developed a full self-provisioning platform for soon to be launched public Cloud solution.
      • Integration of Avaya Scopia video conferencing solution with MS Lync for a hosted video conferencing service provider.
      • Developed a centralised phone directory – a specialised server module that connects to Avaya CMS and Siemens telephony environments.

Cloud Services

Leading European Contact Centre Systems Integrator

Client Challenges

      • Their Blue Chip B2B customers needed premier hosted multi channel/media solutions that could be delivered in a short timescale
      • Needed to be able to have flexibility in solutions that could enable customers to prototype solutions and tailor them using Agile, at optimal cost
      • Required remote working functionality for their distributed consulting teams
      • Required Total Cost of Ownership to compete with other System Integrators

What CoolHarbour Delivered

      • The first premium hosted Genesys multi media contact centre for bluechip customers
      • Total IT outsourcing allowed client to focus on building their competitive advantage
      • Managed IT Operations (Zsah domain controllers, dedicated MS Exchange and file servers)
      • Remote working capability: Zsah VPN provisioning and Blackberry enterprise server

Systems Integrators

Some of the world’s largest Systems Integrators (SI’s) tap into our UC expertise and advice on major transformation programmes. Our SI partners are typically managing major CRM, Contact Centre and UC&C programmes where they are delivering large scale transformation and change. They would typically engage our Consultants to work as part of their team on these programmes to provide the experience, knowledge and credibility that reduces risk for their customers.

Service Providers

We are trusted by many of the leading UK and global telecommunications service providers to be their delivery and support partner for Unified Communications technologies. Their customers, typically large to mid-sized organisations, benefit from their scale and buying power for a range of specialised voice and data services, and from our expertise around UC through the single umbrella.

Technology Vendors

Such is the depth of our technical knowledge that major technology vendors themselves trust us to deliver projects on their behalf. We operate as an extension to their own services and support teams, often called in at short notice to rescue UC deployments in distress.

Distributors

IT distributors operate in a crowded and competitive market, often working on wafer-thin margins. Despite the low margins they are under constant pressure to differentiate or come up with new services for their sales channels. We work with some of the leading IT distributors providing them with differentiated ‘premium services’ that they white label and use to increase traction (and margin) within their reseller channels.

End Users

And yes we do work with end users of Unified Communications technologies. Often end-user organisations have internal teams that manage the entire UC journey but are looking for expertise to augment their own capabilities. Some are looking at impartial advice so would rather engage us directly than through another partner.