In this case study, we’ll cover:
- Why Cloudfm needed stronger reporting and analytics from its communications platform.
- How KYOCERA Document Solutions and Gamma worked together to implement Webex for Gamma.
- Why the initial 28-user deployment expanded across the wider business.
- The operational and commercial impact of Webex for Gamma.
A facilities management company like Cloudfm must be on 24/7. When managing complex, multi-site estates, it’s crucial to maintain an always-on presence.
When Cloudfm found that its communications environment couldn’t provide the reporting and analytical insight its teams needed, the business began looking for a purpose-built contact centre platform.
Working with KYOCERA Document Solutions and Gamma Communications, Cloudfm implemented Webex for Gamma for an initial group of approximately 28 users. The success of that deployment led to a wider rollout of Webex for Gamma across 150 users.
From there came improved visibility, lower monthly costs, and a platform that could scale alongside business growth. The adoption of Webex for Gamma was, for Cloudfm’s Senior Cloud and Security Engineer Samir Butt, ‘it just made sense.’
When limited reporting restricts visibility
After moving away from its previous contact centre platform, Samir mentions how CloudFM used Microsoft Teams as a ‘makeshift contact centre.’ The Operator Connect route provided the telephony functionality needed, but the operational teams couldn’t access the reporting and analysis they required.
After a year, Cloudfm recognised that it needed a dedicated contact centre platform. It had to be one capable of providing clearer insight into customer interactions and team performance.
The challenge went beyond making and receiving calls. What Cloudfm needed was meaningful operational data. It had to be from a modern platform that could support future growth and support a more cost-effective long-term communications strategy.
A clear route to Webex for Gamma
Cloudfm had already assessed several contact centre solutions and identified Webex as a strong fit before engaging KYOCERA. As Nick Lee, Senior UC Consultant at KYOCERA, recalls, his CEO mentioned how Cloudfm needed a contact centre solution fit for their reporting needs.
That’s how the conversation turned towards Webex for Gamma.
When the opportunity emerged, KYOCERA worked with Gamma to design and deploy a solution around Cloudfm’s requirements. Throughout the implementation process, Gamma’s own Webex specialists there to support and alleviate any challenges when they arose.
Nick identified early how Cloudfm needed a ‘suitable’ contact centre solution. Samir was already aware of the Webex solution and had already explored several other approaches. After finding out that KYOCERA could provide Webex, then came a ‘smooth, frictionless discussion… as Cloudfm knew exactly what they wanted.’
Webex Calling Customer Assist was seen as the ideal route forward. As the entry-level capability for CX, it sits between a conventional business phone system and a fully-enabled contact centre, with features such as enhanced routing and analytics. By choosing Customer Assist, Cloudfm wouldn’t be faced with the full cost of a contact centre solution, and not be burdened with the full complexity of such a solution.
The first phase covered approximately 28 contact centre users. Once the platform was live and the benefits became clear, Cloudfm expanded its investment and migrated more employees onto Webex for Gamma. What began as a small, focused contact centre project became a broader communications transformation.
More than telephony
Webex for Gamma was chosen as it addressed the critical requirement around having access to useful reporting and operational data. Cloudfm needed a replacement phone system, but also one that could provide insights into customer interactions and team performance.
That kind of access would act as the impetus to support future growth. Webex for Gamma delivered those capabilities while giving Cloudfm an opportunity to bring more of its communications services together on a single platform.
Three organisations working towards one outcome
The strength of the relationships between Cloudfm, KYOCERA and Gamma were central to the project. Regular collaboration helped the teams keep the implementation straightforward, respond quickly to issues and create a positive rollout experience for users.
Nick recalls how, when any issues arose, ‘we all jumped on them together and learnt the product quite quickly.’ Considering Webex for Gamma was a recently launched product when the implementation began, the learning curve was necessary. Close engagement between all parties meant Webex for Gamma was brought into Cloudfm’s environment ‘relatively quickly.’
The fact that the project began just after Webex for Gamma was launched in October 2025 showed:
- The strength in Gamma’s support function.
- The importance of close partner/customer collaboration.
- The early confidence in a product like Webex for Gamma.
Nick recalls how KYOCERA and Cloudfm initially had a ‘soft touch’ relationship. As the project progressed, that relationship developed significantly over the course of the project. What began as a brief software discussion became a broader technology partnership built around trust, practical delivery and shared objectives.
KYOCERA also drew on its established relationship with Gamma to bring specialist expertise into the deployment. As a Gold Partner, the relationship is already in a strong place. Through the Gamma team’s guidance and support, in particular Lauren Williamson and Cole Crossman, the solution was able to go live quickly and smoothly.
A collaborative approach like this gave Cloudfm confidence in both the platform and the teams delivering it. That established the foundations for wider adoption.
Expanding the contact centre
The successful first phase encouraged Cloudfm to extend the platform across the business. 150 users now use Webex for Gamma, giving more teams access to a consistent communications experience.
Nick and Samir’s reasoning behind this was simple – ‘why would you want another solution for your other users?’ More users were migrated away from the Operator Connect model, especially as ‘the numbers spoke for themselves.’
Moving to Webex for Gamma also helped Cloudfm achieve a lower monthly cost of ownership. It acted as both a contact centre solution and a telephony service across the business. The lower commercial costs, deeper reporting insights and communications consolidation meant Cloudfm were already convinced that Webex for Gamma was the right choice for the whole business.
What does Cloudfm’s experience show?
Cloudfm’s journey shows how a focused contact centre requirement can become a wider business transformation. A platform that delivers clear operational and commercial value is vital for any business who are expected to always be present.
By working closely with KYOCERA and Gamma, the organisation moved from limited reporting to better visibility. From there came lower monthly costs and a communications environment ready to support future growth.
Again, as Samir says, ‘it was a no-brainer.’
About KYOCERA Document Solutions
KYOCERA is a leading technology solutions provider that helps organisations improve productivity, collaboration and business performance. Through its communications, IT and managed services expertise, KYOCERA works closely with customers to design and deliver solutions that support long-term operational goals. As a trusted Gamma partner, KYOCERA combines technical expertise with a consultative approach to help organisations adopt secure, scalable communications platforms that drive measurable business value.
About Cloudfm
CloudFM is a facilities management and technology business that helps organisations manage complex, multi-site estates. Combining facilities management expertise with proprietary technology and consultancy services, CloudFM provides customers with greater visibility, control and operational insight across their estates. The business supports some of the world’s leading organisations, helping them improve compliance, manage risk and control costs through data-led facilities management.
Quick Answers: From Reporting Gaps to Business-Wide Adoption: Cloudfm and Webex for Gamma
Why did CloudFM choose Webex for Gamma?
Cloudfm needed stronger reporting and analytics capabilities than were available through its previous communications environment. After using Microsoft Teams as a temporary contact centre solution, Webex for Gamma was identified as the right platform to provide deeper operational insight,support future growth and reduce long-term communications costs.
What business benefits did Webex for Gamma deliver?
The deployment gave Cloudfm greater visibility into operational performance through real-time reporting and analytics. It also reduced monthly communications costs, consolidated contact centre and telephony services onto a single platform and provided a scalable solution that could support wider business requirements.
What role did Kyocera play in the project?
KYOCERA worked closely with Cloudfm and Gamma to design, implement and support the Webex for Gamma deployment. Acting as a trusted technology partner throughout the project, KYOCERA helped deliver a smooth rollout and worked alongside Gamma’s specialists to make sure that any challenges were resolved quickly.
What does this project demonstrate for other organisations?
Cloudfm’s experience shows how a focused contact centre requirement can evolve into a wider communications transformation. By combining deeper reporting, lower operational costs and a scalable platform, organisations can simplify communications while creating a foundation for future growth.
