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Contact Centre Transformation with Amazon Connect

Create epic customer experiences with Gamma’s AI-powered CX practice. With 8 years of experience, we enable organisations across all industries to enhance the power of Amazon Connect.

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Seamlessly deploy Amazon Connect in your organisation with our AI-powered accelerators and the continuous support of our CX practice.

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Why Amazon Connect?

Amazon Connect offers a transformative Contact Centre solution backed by Amazon's ongoing AI investments, with a consumption-based pricing model that ensures resource-efficiency. It adapts to your operational needs through self-configurable setups for opening hours, queues, routing profiles and AI features such as chat bots and call summarisation. It enables unlimited scalability for any volume of customer interactions. Through Gamma’s CX practice, you'll benefit from rapid implementation, expert guidance to avoid common mistakes, enhanced functionality through our suite of accelerators, and continuous expert support throughout your journey.

  • Next generation Contact Centre

    Amazon Connect is the next generation enterprise contact centre from AWS, offering robust AI-based features, flexibility and reliability.

  • Elasticity at its core

    Amazon Connect is elastic, meaning it can scale to match your customer demands and you only pay for what you use.

  • Full integration into the AWS ecosystem

    Integrated into the wider AWS ecosystem, your enterprise business operations can become more efficient by using powerful tools such as Natural Language Processing, Automated Agent Evaluation, Step-by-Step Guides Chat Bots, Sentiment Analysis, Intent Recognition and Call Summarisation – all powered by AI and Machine Learning.

  • CCaaS with no limits

    Since its launch in 2017, Amazon Connect has supported the growth of organisations together with with AWS, offering flexible expansion and enhancement of their contact centres without limitations. This commitment has been recognised with a Leader position in the Gartner Magic Quadrant in recent years.

  • Native business optimisation capabilities

    It offers native capabilities across four functional components: channel-agnostic service journeys, process orchestration, resource management, and knowledge & operational insights. Our customers are often amazed at the level of data available from Amazon Connect.

  • True omnichannel CX

    Amazon Connect provides cloud-based applications for managing multichannel customer interactions holistically, enhancing the experience in channels such as Voice, Webchat, Video, Email, WhatsApp, SMS, Socials, web forms and more. Along with features like Customer Profiles, this enables your business to have a single view of the customer.

WHAT IS GAMMA’S CX PRACTICE?

Learn about transforming your organisation’s CX with Gamma

Gamma’s CX practice is made up of three components that enable Customer Experience leaders to deliver an epic experience to customers. The adoption of best-of-breed technology through Amazon Connect is a transformative pillar that is complemented by Gamma’s team skillset with vast expertise in effectively deploying organisational change at scale, and powerful accelerators of the likes of SmartPCI, Wallboards & Real-time metrics, Business Continuity and Disaster Recovery, and CRM companion.

Amazon Connect powered by Gamma’s CX practice

We help forward-facing organisations accelerate their transition to the cloud and their transformation to exceptional CX.

Integrated approach

Gamma’s CX practice was designed to bring your CX team on the journey as they transition from your existing contact centre solution to a next-gen cloud environment. This powerful and reliable approach delivers consistent results – whether you have a contact centre team of 100 or 10,000 agents, we’ve been there before.

Our expert team will guide you beyond transition and through transformation as you begin to really harness the power of Amazon Connect to achieve your CX objectives.

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Why CX with Gamma?

Access industry experts with proven expertise in optimising contact centre operations.
Comprehensive, ready-to-implement service bundles tailored to your specific organisation needs.
Transition your contact centre rapidly. From Initiation to Full transition with multiple channels in as little as 2 months.
Ensure uninterrupted operations with round-the-clock technical assistance and comprehensive management of your entire solution.
Leverage our deep technical knowledge in connectivity infrastructure to deliver crystal-clear communications and reliable service uptime.

Hear from our customers

“Impressive isn't the word, frankly, with the way they managed to facilitate the meeting of our deadlines, it was outstanding.”

Sam Charlton Product Manager

“Impressive isn't the word, frankly, with the way they managed to facilitate the meeting of our deadlines, it was outstanding.”

Sam Charlton Product Manager

“Impressive isn't the word, frankly, with the way they managed to facilitate the meeting of our deadlines, it was outstanding.”

Sam Charlton Product Manager

Accelerate time to value

CX transformation deliver at scale

We’ve invested a huge amount of time developing accelerators for Amazon Connect, so you don’t have to. With our Accelerators you can transition to Amazon Connect at lightening speed – up to 90% faster.

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Introducing our CX practice accelerators

Give your customers the peace of mind of making secure payments effortlessly with our Level 1 PCI DSS certified payment solution.
Monitor your contact centre more effectively with custom calculations, agent assistance and more.
Make sure you can serve your customers even if the worst happens with Gamma inbound, business continuity messaging, global resiliency, failover and more.
Keep your CRM at the heart of your contact centre with our deep integrations, enabling screen pops and contact data within your CRM.

Extend your Amazon Connect experience

Organisations can enhance the agent workspace Amazon Connect experience with our Accelerators suite

Smart PCI

Secure and effortless payment experience

Wallboards & real-time metrics

Effective contact centre monitoring

Business Continuity and Disaster Recovery

Ensure resiliency with Gamma inbound and more

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CRM companion

Deep integration for efficient CRM management

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Agent schedule auto-adherance

Keep your agents on track, on the right task (Coming soon)

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Advanced task management

Bulk ingestion, bulk queue management, automated rules and task metrics

Live Video Assist

Customers can share live video from their mobile phone whilst on a call

Gamma SIP Connectivity

Transfer calls directly from Amazon Connect to Microsoft Teams, internal networks or other countries via SIP

Customer Journey Manager (Brands & Languages)

Re-use customer journeys across multiple brands and languages

Accelerated channel onboarding

Easy configuration of additional channels such as Facebook messenger and posts, and Instagram messenger and comments

Agent Directory with Microsoft Teams

Quickly find agents and transfer calls to other agents or back office staff with presence indicators (including Microsoft Teams)

SmartAgent

Allows AI-powered and best-in-class partner integrations, company branding, cost savings and WCAG 2.2 AA accessibility

Watch.
Read.
Listen

Podcast

CX Podcast #2: CCaaS & UCaaS synergy for better CX

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Podcast

CX Podcast #1: Adopting a customer first mindset

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Podcast

Can AI improve customer experiences?

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Frequently Asked Questions about Gamma's Amazon Connect managed solution

What does your Amazon Connect Foundation pack deliver?

How quickly can a contact centre transition to Amazon Connect be completed?

What industries does Amazon Connect specialise in?

Does Amazon Connect support email?

Does Amazon Connect support video calls?

Do I need SmartAgent for my contact centre?

How much does consumption cost on Amazon Connect?

How can we help you?

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