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Amazon Connect Contact Centre Transformation

Create epic customer experiences with the only contact centre you’ll ever need. Say hello to CloudCCX, our managed solution to seamlessly transition to a next-generation enterprise contact centre platform.

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We turn dev-heavy, bespoke installs of Amazon Connect into quick-fire packages, dramatically reducing the Time to Value by up to 90% .

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Why Amazon Connect?

Gamma acquired expert consultancy MissionLabs in 2021, with a belief that Amazon Connect has the strongest growth potential of any CCaaS solution. In fact, we believe it’s the ‘last contact centre you’ll ever need’. Our vision: To be the dominant Amazon Connect practice across Europe, helping organisations accelerate and transform their CX. So, how do we do that?.. By enabling our customers to make the switch to Amazon Connect at lightning speed. We turn dev-heavy, bespoke installs into quickfire ‘off-the-shelf’ packages, dramatically reducing the Time to Value by up to 90%.

  • Next generation CCaaS

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

  • Elasticity at its core

    Amazon Connect is elastic, meaning it can scale to match your customer demand 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 and effective using services such as Natural Language Processing, Chat Bots, Sentiment Analysis, Intent Recognition and Call Summarisation – all powered by AI and Machine Learning.

  • Leading CCaaS platform

    Launched in 2017, Amazon Connect is now recognised as a Leader in the Gartner Magic Quadrant for CCaaS 2023.

  • Native business optimisation capabilities

    It offers native capabilities across four functional components: channel-agnostic service journeys, process orchestration, resource management, and knowledge and operational insights.

  • True omnichannel CX

    Amazon Connect provides cloud-based applications for managing multichannel customer interactions holistically.

What is Cloud CCX

Learn about our bespoke approach to CX transformation with Cloud CCX

CloudCCX is made up of three components that enable Customer Experience leaders to deliver epic CX. Best-of-breed technology Amazon Connect that acts as the transformation infrastructure. Our own intuitive and ready-to-go agent experience platform SmartAgent that brings a seamless experience. And Gamma’s enterprise-class Managed services that provide the skillset to deploy change effectively at scale.

Amazon Connect powered by Gamma's CloudCCX framework

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

Framework Approach

Our framework approach was designed to bring your CX team on the journey as they transition from your existing contact centre solution to a next gen cloud solution. This repeatable success framework 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. The six segments of the wheel represent the tried and tested steps we take for each phase of your contact centre transformation.

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Packaged Services

Our modular packages remove the need for lengthy bespoke developments and professional service requests – accompanied by our Accelerators they dramatically reduce the time required to transform.
The foundation pack is all you need to get started with a full Amazon Connect deployment made enterprise-ready with supporting services, infrastructure and tooling.
Our range of add-on modules provide key functionality to enable your contact centre and connect to your existing tools.
We’ll help skill up your team with knowledge transfer from our experts, to ensure they have confidence in the toolsets you have, while focussing on delivering value to your business.

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.

Introducing the Smart Agent accelerator

The SmartAgent app is our core accelerator, providing additional features and functionality needed to keep your business moving such as business continuity, announcements and an improved agent experience. It also provides a foundation for a number of additional channels we make available such as Email, Webforms and WhatsApp – allowing your agents to experience a ‘single pane of glass’ for all customer contact. Some of the most powerful accelerators are our bolt-on modules such as Case Management, Microsoft Teams and SmartPCI – our payment compliance solution.

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Transformation modules and accelerators

Organisations can transition to Amazon Connect at lightning speed with our framework approach.

Smart PCI

Record calls to comply to PCI Regulations

Webchat

Allowing chatbot interaction with customers

Workforce management

Enables effective management of the workforce

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Quality Assurance

Ensure agents are providing a quality experience

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Case management

Record, review and track cases to help operations

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Messaging pack

Allows customer interaction via preferred applications or SMS

Social pack

Allow customers to engage via social media

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AI & ML pack

Use artificial intelligence and machine learning

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?

Can Amazon Connect support webchat?

Does Amazon Connect help with workforce and resource management?

I need to ensure high levels of customer service, can you help?

How can we help you?

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