For David Mason, Director of Service and Operations UK and Ireland at Odigo, the relationship with Gamma has always been defined by trust, ease, and shared ambition
“The relationship that we have with Gamma is a close partnership,” David explained.
“All good partnerships are built on strong foundations and good relationships. We’ve always worked very closely with the Gamma teams. It’s not a transactional relationship in any sense. I think what we have is a trust relationship.”
Odigo is one of Europe’s leading providers of Contact Centre as a Service (CCaaS), working across large-scale enterprise deployments – often supporting customer environments ranging from 500 to 55,000 seats. Delivering at this level places high expectations on Odigo’s technology partners, both in terms of service delivery and collaborative reliability.
“We depend on Gamma to deliver services to us so that we can meet the requirements of our customers,” David said.
“And we have some pretty sizable customers that require a lot of care and attention.”
While the technical capability is a large component of what makes the partnership work, it’s the clarity and consistency of how the two organisations engagewith one another that adds a whole other dimension.
“Gamma has always been an easy business to work and to partner with,”
David added. “Even going through big technical transformations – as we had with one our largest UK government deployments during the Covid pandemic – huge overhaul of the solution, a lot of scale, a lot of complexity… working with Gamma was easy. It was straightforward. There’s no ambiguity around how we worth together.”
That collaborative approach is essential for Odigo’s model. While many players in the market cater to mid-size contact centre deployments, Odigo operates at enterprise scale, often with a strong pan-European footprint. “There’s a lot of players doing the sort of 50 to 150 seat jobs,”
David noted, “but we do it at a scale. And I think that European play – working with a close partner like Gamma – I think that’s key to our success. We have a mutual understanding around what we’re all setting out to achieve, which is growth, and strength in delivering strong services that are dependable.”
For Odigo, maintaining a premium end-user experience is very important, particularly around voice quality. “The end-user customer experience has to be that the phone rings, and that the audio quality is of a standard that we can actually get to the bottom of a customer query or complaint,”
David said. “We pride ourselves on a really high MOS score. We’re one of the highest, actually, in our industry for delivering that sort of quality of voice. And what Gamma delivers to us is making sure that voice quality and voice service is there, and of a very high standard.”
When asked what differentiates Gamma as a partner, David pointed to something that can’t be quantified on a service sheet: the simplicity of working together. “For me, Gamma has always just been a strong partnership. But it’s the ease of the relationship more than anything. It’s ease of use and ease of engagement. If we’ve got a big project, we work collectively and collaboratively on delivering the solution.”
All in all, the Gamma and Odigo relationship is an excellent example of a healthy partnership based on trust, yes, but also on a shared focus on clarity, consistency and performance. These elements, taken holistically, are the foundation of what drives the partnership’s ability to support seamless large-scale delivery – and plays a large part in giving Odigo the confidence to deliver the premium voice experience their customers expect.