The end to 2022 is in sight, and it has been a year where more and more organisations have permanently shifted towards hybrid working. Gamma is beyond thankful for being able to assist so many fantastic organisations embrace this new way of working and collaborating. Our brilliant customers make this journey so much more worthwhile and fulfilling, so thank you for your continued support. Take a look at some of our shared success this year.
So, what has Gamma been up to in 2022?
In June, our Frontiers event gave audiences, both in-person and virtual, insights into what innovations are on the horizon, such as the power of AI and what can be done to enable collaboration from anywhere. We are delighted to say that we’re already working hard on our 2023 edition, so keep a look out for more updates soon! To get you in the mood, catch up on all the highlights from this year and see what our flagship event has to offer.
After assisting nearly half of the universities in the UK in their Clearing processes in 2022, we’re already getting ready to enable institutions to provide an optimised experience for both agents and prospective students in 2023. When it comes to Clearing, we know that the last thing you need is for your technology to let you down. Read on to discover how our range of specialist voice and contact centre solutions and bespoke support models can ensure a smooth and stress-free Clearing for students and agents alike.
Gamma is also stepping up its dedication towards the goal of reducing carbon emissions right across the company and reach the prestigious achievement of becoming a net-zero organisation by 2042. Our recently published ‘Carbon Reduction Plan’ outlines what steps are being taken to minimise Gamma’s impact on the environment and what we are doing to build towards a greener and more sustainable future.
Once again, we’ve had an extremely busy events schedule this year, making an appearance at the likes of Call & Contact Centre Expo, UCX Europe, and Gartner Symposium. It was amazing to meet so many like-minded people, while also having the opportunity to participate in speaker sessions, panel discussions, and showcase our innovative suite of products. Missed us this year? Keep an eye on our events page for details on where you can meet us in 2023.
As we continue to work closely with organisations in the public sector, Gamma has recently secured a brand-new accreditation and been added to an updated framework in which to procure cloud-based services. Our continued success in attaining new accreditations and being included to frameworks further demonstrates Gamma’s capability and potential in giving public sector organisations the means to succeed and thrive.
The continuous hard work and drive of our Support team is something to be admired and applauded, so we would like to take this moment to thank them for all of their fantastic work. Take a note of our opening hours over the festive break to ensure that you get the support and assistance you need.
We hope our latest edition of Unify provides plenty of insights and useful takeaways, and don’t forget that you can find additional content on our Unify hub for more great insights about the latest industry trends.
Once again, we would like to thank you for your support across the year, and we look forward to working with you in 2023!
The December edition
Frontiers 2023
A look back at Frontiers 2022
In June 2022, our Frontiers event arrived at 8 Northumberland Avenue, with both our in-person and virtual audience enjoying learning from leading experts and thought-leaders.
Our sessions placed a great deal of emphasis on enhancing customer experience and creating a customer-centric culture that supported the shift towards hybrid working. It’s now become imperative for businesses to find new ways to co-create, collaborate, and overcome any challenge they face.
Keynote speeches from AI expert Nina Schick and former Director General of MI5 Eliza Manningham-Buller were met with great enthusiasm and interest, as Nina highlighted AI’s disruptive potential, and Eliza discussed how leaders can effectively deal with pressure. You can catch up with all of our Frontiers content on demand, and get ready for 2023.
Gamma is already working hard to prepare for Frontiers 2023, so while we work behind the scenes to make this edition bigger and better than ever, make sure you keep an eye out for any further announcements and details.
Clearing in 2023
Preparing for Clearing in 2023?
Gamma now has over 10 years’ worth of Clearing experience, so we know how stressful that time of year can be for universities. With 53,000 students partaking in Clearing this year, universities had to have the best solutions in place to deal with this rising demand.
In 2022, Gamma was proud to support 62 universities in the UK, helping to optimise the Clearing experience of both agents and students through cloud-based solutions that were perfect for each institution. Our systems had the power to connect over 90,000 calls during peak times, making sure that no call was left unanswered.
This year, we introduced Horizon Contact, Gamma’s cloud-based contact centre solution, as one of the solutions that could be utilised for Clearing. Agents were able to efficiently manage high volumes of incoming calls thanks to features such as advanced queue management and skills-based routing. It’s an easy-to-use interface that’s designed to be resilient; discover how Horizon Contact can enhance your Clearing efforts.
One of these institutions, the University of Derby, were kind enough to sit down with our Public Sector Director Sam Winterbottom to discuss top tips on how to prepare for a successful Clearing campaign each year. You can see Sam speak with the university’s Lead Infrastructure Engineer Mark Bettridge in our recent webinar on what makes the perfect Clearing partner.
Now is the perfect time for universities to start thinking about what they can do in 2023, especially as agents need to be ready to handle a high volume of calls in a timely manner.
Discover how a robust and reliable communications infrastructure can enhance your Clearing experience by utilising solutions provided by Gamma.
'Carbon Reduction Plan'
Our ‘Carbon Reduction Plan’
Here at Gamma, we are determined to meet our carbon net-zero target dates, meaning that action is being taken to reduce emissions across the business.
The publication of the ‘Carbon Reduction Plan’ goes into great depth about what measures need to be taken and implemented to ensure that Gamma reaches its climate-driven goals, including operating on a net-zero basis by 2042.
See how Gamma is doing its part to reach these goals through science-based targets fuelled by data.
Gamma’s campaign for a better working community
If you would like further information on Gamma’s wider ESG policies, such as our commitment to advancing employee wellbeing, then make sure you read our ESG page.
Where has Gamma been?
Our recent event success
Gamma has been extremely busy attending several events, including the Gartner IT Symposium/Xpo in Barcelona, UCX Manchester, UCX Europe, and the recent Call & Contact Centre Expo in London’s ExCel Centre.
Our team of specialists gave attendees live demonstrations on the latest products and services from Gamma, in addition to providing their own insights and expertise in dedicated speaker and panel sessions. These included our Chief Marketing and Product Officer Chris Wade discussing the benefits of UCaaS collaboration, and Senior Product Manager Richard James highlighting the importance of customer-centric problem solving.
Participating in some of the industry’s largest events across the continent demonstrates Gamma’s determination to become the leading UCaaS provider in Europe, and to assist as many businesses as possible to find new ways to collaborate and co-create the future.
We can’t wait to see you all in 2023, so make sure that you keep an eye on our Events page and social media accounts for where you can meet us.
A new Microsoft accreditation
Microsoft Solutions Partner for Modern Work
Our efforts to give businesses the means to shift towards hybrid work has been recognised by becoming a Microsoft Solutions Partner for Modern Work. This partnership allows Gamma to provide even greater customer success with access to new capabilities and resources, and demonstrates our commitment to Microsoft Teams technology.
Gamma’s Chief Marketing and Product Officer, Chris Wade, has said that this partnership ‘highlights to our customers that we are a provider who has the commitment to training, accreditation and delivered solutions that lead to customer success.’
Find out more on how Gamma can help your organisation get the most out of your Microsoft Teams telephony.
G-Cloud 13
Part of the G-Cloud 13 framework
Gamma has also been added to the G-Cloud 13 framework, giving suppliers a great platform to sell their cloud-based solutions to the public sector. This inclusion allows Gamma to continue to build on our growing number of trusted relationships across the public sector.
Being included on frameworks demonstrates Gamma’s long-running reputation as a trusted supplier of products to the public sector, with organisations able to utilise each of Gamma’s innovative solutions and apply them to their line of work.
Sam Winterbottom, Gamma’s Public Sector Director, commented on the continuous success of the G-Cloud framework as a ‘fantastic way for organisations to procure their cloud services easily and efficiently’.
Customer success
Customer achievements
Here at Gamma, we love to see our customers enjoy their own successes and continue to provide an excellent quality of service.
believe housing
In 2015, Durham County councillors voted to spin-off the council’s social housing project as a not-for-profit independent organisation that would emerge as believe housing. Powered by Gamma Teams Direct Routing, they could successfully switch to a hybrid working model and continue to provide housing to those who aren’t as well-off.
Read more
Greater London Authority
The GLA, when moving to a brand new HQ in the Royal Dock, realised that their existing legacy telephony systems were becoming too costly and burdensome to maintain. By putting their faith in Teams telephony and the Cirrus Response cloud platform, staff could enjoy flexible working through a resilient and reliable communication infrastructure.
Read more
Practice Plus Group 
Giving patients the best care possible is a key focus for Practice Plus Group, who provide both primary and secondary healthcare services to the public. Switching to Horizon Contact allowed them to operate with a system that was reliable, cost-effective, and able to manage calls to provide an enhanced experience for their patients.
Read more
RSM
RSM, a leading provider of financial services to UK middle-market businesses, set out to implement company-wide cultural and working-practice changes and build upon their strong relationship with their clients. Moving to Direct Routing gave the organisation an excellent opportunity to become more accessible and customer-centric while operating a new hybrid working model.
Read more
Wilson Wright LLP
129 years has given Wilson Wright the perfect mindset to be responsive and open to technological change. Unforeseen challenges hasn’t stopped them from onboarding plenty of new clients, with Horizon Contact giving agents a more integrated contact centre to work with, which ultimately created a more powerful and sophisticated customer experience.
Read more
Updates from our Support team
Updates from our Support team
Meet the Support team
Gamma relies heavily on its fantastic support team, who work tirelessly to ensure that all enquiries are answered in a timely manner.
In every edition of our newsletter, we feature a particular member of our team and this time it’s Paul Geary’s turn. He is our Performance Lead in Direct Support.
Paul joined Gamma 5 years ago, working to fix phone line and broadband faults, before gaining further training on Gamma products and becoming more involved on the quality and feedback of cases. It was here that, once the role of Performance Lead became available, he seized it with both hands.
Paul’s role has evolved into one balancing quality and development, promoting accountability and ownership of work while giving agents the chance to grow into their role. Direct Support are proud to hold a record for promoting from within, and Paul is delighted to have contributed to that record.
Away from work, Paul enjoys being active, including visits to the gym and treks with his Labrador Duke. When he’s not completing charity cycles from London to Paris, Paul likes to put his feet up in a local pub, and give himself and Duke a chance to rest and relax.
Festive support hours
Festive support hours
Here at Gamma, we want to make sure you have access to support over the festive season, just in case you need it. You can find our support hours below.
| Days | Opening hours |
| 23rd December | On call from 15:00 |
| Christmas Eve | On call only |
| Christmas Day | On call only |
| Boxing Day | On call only |
| 27th – 29th December | On call only |
| 30th December | On call from 15:00 |
| New Year’s Eve – 2nd January | On call only |
Your first port of call for Direct Support
Need support? Here’s a helpful reminder!
Level 1: Gamma Service Desk
- Phone: 0333 014 5333
- Email: [email protected]
Level 2: Team Lead – Direct Voice Support
- Contact: John McKeen
- Phone: 0333 043 8179
- Mobile: 07458 025 733
- Email: [email protected]
Level 3: Team Lead – Direct Data Support
- Contact: Rebecca Hemphill
- Phone: 0333 094 8262
- Mobile: 07458 025 894
- Email: [email protected]
Level 4: Direct Support Manager
- Contact: Ross Moran
- Phone: 0141 611 5118
- Mobile: 07458 031 049
- Email: [email protected]
Level 5: Head of Direct Support
- Contact: Siobhan Byrne
- Phone: 0333 240 3370
- Mobile: 07818 699 270
- Email: [email protected]
