In an increasingly competitive market, businesses understand the Customer Experience (CX) they deliver is a top reason their customers will choose to buy from them – or not. As such, CX is a top priority for executives – and customer expectations are increasing.
Alongside increasing CX expectations, technology too is rapidly advancing through the power that cloud computing provides, and organisations are turning to solutions like Amazon Connect to help deliver tailored CX.
Amazon Connect is a next generation platform, specifically designed to deliver CX at scale through customer contact. Amazon Connect is the same platform that Amazon use to deliver their own customer contact platforms. Born in 2017, Amazon Connect has recently been named a Leader in the Gartner CCaaS Magic Quadrant. While having such a powerful and malleable toolset at an organization’s disposal is game changing, it can be an extremely complex undertaking to unlock the full potential and benefits without specialist guidance. This is where Gamma comes in.
Following their acquisition of Mission Labs in 2021, Gamma are positioned well to help accelerate and enhance the CX journeys of large enterprises. Leveraging Gamma’s CloudCCX Professional Services offering, business leaders can accelerate their journey to Amazon Connect, replacing their aging contact centres, and laying the foundations for transformational Customer Experiences. CloudCCX is the vehicle to not only transition away from legacy customer contact solutions, but is also the path to delivering true transformation, all as a Managed Service.
Here’s everything you need to know.
Gamma: Empowering Enterprises with CX Solutions
Gamma’s CloudCCX empowers enterprises by offering a customisable, reliable, and rapidly deployable contact center solution. The modular design allows for tailored solutions, enhancing the customer and agent experience while ensuring a reliable, seamless operation. While Amazon Connect undoubtedly has a large positive impact on its own, with CloudCCX companies can accelerate their time to value by up to 90%. Not only that, with its commercial off-the-shelf nature, Gamma’s CloudCCX solution simplifies the deployment process, eliminating the need for niche expertise or investment in a large in-house Dev Ops team.
The unique service allows companies to leverage intuitive agent interfaces customised to their needs, showcasing the enhanced user experience and additional features that set Gamma CloudCCX apart including CRM integrations, ready-to-go connectors, email & messaging (WhatsApp) and a fully deployed, fully managed service. Gamma’s framework approach ensures they can assist companies with every stage of their ongoing CX transformation, unlocking new opportunities for growth.
The professional services packages alongside an agent desktop app boasting a superior user experience and added features make Amazon Connect highly user-friendly, allowing for the testing and development of new functionalities with minimised risk.
The shift towards CCaaS is data-backed, with a growing number of companies recognising the urgency and relevance of contact centre transformation– according to Metrigy’s Customer Experience MetriCast global study, 29.5% of companies globally have moved to CCaaS with another 21% having moved to the cloud. Typically, the transition phase from incumbent provider to Amazon Connect with Gamma CloudCCX takes just 2-3 months.
The CloudCCX Package Options
Gamma aims for a fixed scope, fixed timeline, faster procurement process offering a host of modular packages, designed for a custom-fit solution, ensuring enterprises are future-ready as they transition to a new CX strategy. There are several options to choose from:
- Foundation: Everything you need to transition from your incumbent contact centre solution including workforce management integration, customer journey design, SAML authentication, phone number porting, email setup, Microsoft Teams integration and Quality Assurance module and training.
- Webchat: Branded webchat widgets, self-service setup tools, customer journey design, auto-translation and smart queue information; all designed to enhance your chat experience.
- Knowledge Base with AI: Comprehensive Machine Learning and AI with natural language processing, contact reason detection, knowledge base article lookup and Amazon Contact Lens for real-time rules, transcription, sentiment analysis and auto-summarisation.
- Social & Messaging: Intuitive messaging solutions for social media platforms, WhatsApp and SMS, integrated with Amazon Connect metrics and reporting.
- Payments: Integration and configuration of SmartPCI, our level 1 DSS PCI compliant payment solution.
- CRM & Case management: Comprehensive recording, reviewing, and tracking for cases with audit logs, stored data, and integration to third-party management systems. Rapid integration with customer relationship management tools such as Salesforce and Microsoft Dynamics, for automated ID and verification options.
All of Gamma’s solutions include access to our own, UK based support for Amazon Connect, regular service reviews, a customer success manager and 24/7 monitoring.
Gamma Accelerators: Next Generation CX
More than just offering companies a comprehensive level of support, with aligned customer service advocates, customer success managers, and end-to-end guidance, Gamma also assists businesses in accelerating their CX transformation – as well as ensuring that their customer-centric culture and trustworthiness are embedded throughout so that companies feel supported at every stage of their journey.
The accelerators within the Gamma CloudCCX offering provide a quick setup, enabling enterprises to rapidly deploy and realise the benefits of the solution. The technical know-how is further enriched with professional services, ensuring seamless implementation and ongoing support, readying enterprises for the next wave of customer engagement technologies.
With the CloudCCX offering, companies can access a host of powerful and intelligent tools to take their organisation to the next level, such as:
SmartAgent
SmartAgent is Gamma’s custom-built omnichannel UI for Amazon Connect; supporting agents, supervisors, and administrators. It supports easy integration into your suite of business tool, authentication via Microsoft Entra ID, business continuity messaging, and additional controls around agent status and call recordings.
It also features tools for team announcements, configurable contact wrap-up forms, wallboards and AI-powered agent assistance to boost productivity and efficiency. Paired with a dedicated roadmap the product is constantly evolving in line with the needs of our customers.
SmartPCI
The compliance module for Amazon Connect, “SmartPCI” takes on the burden of payment compliance so companies can protect the security of their customers. The solution features comprehensive Level 1 PCI DSS compliance and Connectors for payment gateways like Adyen, Opayo and WorldPay.
As a bonus, businesses can leverage natural language processing (NLP), so customers can make payments with just their voice – enabling accessible, fully automated payment journeys.
Quality Assurance (QA) Module
With the QA Module, enterprise business owners can monitor and evaluate the quality of their service in a scalable environment. The QA Module comes with customisable agent evaluation forms, calibration tools, and end-to-end reports.
WhatsApp and Email
For email, features include bulk queue management, virus scanning, automated rules, along with templating & branding.
Our solutions are future-ready, designed to evolve with emerging channels and technologies such as the growing channel of WhatsApp. It’s an enabler for customers to communicate directly with a business in a way they’re comfortable and familiar with, and the benefits are extensive: support for asynchronous or live messaging, as well as rich media including video, documents and voice notes, all integrated into more standard features such as contact search, customer contact history and real-time metrics.
Enhancing Amazon Connect Contact Centres with Gamma
Gamma offers solutions tailored to the needs of every business, ensuring reliability, customisability, and a forward-thinking approach to customer engagement. The sector versatility of Gamma’s CloudCCX solutions demonstrates a level of readiness for future business challenges, accelerating the path to digital transformation across various sectors.
With comprehensive service and support, Gamma makes it easier for every company to implement the ideal CX strategy, leveraging next-generation technology. What’s more, the flexible ecosystem can adapt to suit the specific needs of any company, and their customers.
Gamma’s offering, enhanced by its close partnership with AWS, promises companies a reduced time to value, heightened customisation, reliable operations, and a firm foundation for future advancements in customer engagement. Companies interested in leveraging this powerful platform can contact Gamma for a demo, and quote for their service, stepping confidently towards a future ready CX and engagement solution.
