Unified Communications as a Service. UCaaS Cloud platform by Gamma. Horizon is a full collaboration and communications solution. Includes video and audio conference calls, online meetings, instant messaging, outbound and inbound call plans, call reporting and analytics. Integrates with Microsoft Teams. Contact Centre offers webchat and email through webRTC.


  • UCaaS via desktop, mobile or softclient app
  • Online collaboration, voice and video meetings and conferencing
  • Omni Channel Contact Centre- online webchat, email and voice
  • Unified messaging- chat, instant messaging (IM), and email
  • Call plans- free voice calls per user per month
  • Cloud PBX VoIP Platform with DDI and voicemail per user
  • Microsoft Teams, Dynamics CRM and Salesforce integration and interoperability
  • Unified presence, private and public online meeting rooms
  • Interactive Voice Response (IVR) and Auto attendant- inbound call management
  • Call recording, call reporting and call analytics- online dashboard


  • Simple to budget, cost effective charges PUPM with inclusive calls
  • Flexible, mobile, remote and homeworking solutions through Unified Communications platform
  • Work anywhere on any device and transfer seamlessly between them
  • Integrates with your existing unified communications platforms
  • Move your ISDN and WLR lines, PSTN switch-off replacement service
  • Contributes to carbon reduction plans- Carbon Neutral and sustainable UCaaS
  • Decrease consumption of plastic chips and reduce electricity costs.
  • Continuity of service by retaining existing telephone numbers
  • Enhances business continuity- multiple cloud failover and DR options
  • Improved business decision making with call analytics and focused reporting


£4.20 a user a month

  • Education pricing available
  • Free trial available

Service documents

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G-Cloud 13

Service ID

6 0 1 6 3 5 9 1 4 5 5 9 1 3 6


Telephone: 0333 043 7330

Service scope

Software add-on or extension
What software services is the service an extension to
Horizon Collaborate
Horizon Contact
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
As a VoIP service, calls to 999 may not be possible, during a service outage where the customer loses total connectivity for example, owing to a power outage or the failure of all data access.
Horizon does not support the following:
ISDN data calls
IP handsets that have not been supplied by us
The call recording service on Horizon is not currently PCI or FSA compliant.
We do not support some fax and franking machines used with an ATA
System requirements
  • A Horizon compatible data network (Confirm with Gamma)
  • Appropriately sized data access

User support

Email or online ticketing support
Email or online ticketing
Support response times
Gamma's Service Desk is 24x7 and any emails or online tickets are handled as per the below SLA.
General Questions are classified as a severity 4 and have an update SLA of 48 hours.
However, other severity classifications have a response time as per below:
Severity 0 -30 min
Severity 1 -120 min
Severity 2 -4 hours
Severity 3 -12 hours
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Onsite support
Yes, at extra cost
Support levels
Gamma provides one level of support for all Horizon customers 24x7x365 - included free of charge as part of the service charge. The following service levels apply with target resolution times:

Critical Fault - Loss of service. Multiple services affected - 4 Clock Hours
High - Loss of service - single service - 8 Clock Hours
Medium - Disrupted service - 3 Working Days
Low - Single number destinations or Quality of Service - 7 working days

Service availability for Horizon is:
Horizon Graphical User Interface (GUI) is 99.9%
Horizon user subscriptions is 99.5%
Horizon Auto Attendant, Call Recording, and Unified Messaging subscriptions - 99%
Mean Average PESQ Score target of 4.1 for G.711 and 3.7 for G.729.

We provide Service Desk and Account Management Teams. Support engineers answer the phones in the Gamma Service Desk and perform first stage fault analysis. If they are unable to resolve the incident will be escalated to Tier 2 and Tier 3 engineers.
Support available to third parties

Onboarding and offboarding

Getting started
We offer extensive and tailored user training for Horizon and provide comprehensive user acceptance and handover documentation. We also supply a customer support manual for all contact points and escalations. We provide comprehensive administrator and user training for the Horizon product set. This is offered via our tutorial videos, onsite training (additional cost), webinar online training, user documentation and a full help section on the web portal.
We also provide online and webinar training for our web-based billing and reporting tool. A named Customer Advocate and Customer Executive will also be assigned to your account to support you and a project manager where required. The onsite training is usually provided by the installers of the system.
Service documentation
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • .mpg
  • .doc
End-of-contract data extraction
Our Customer Portal is a secure online space giving customers complete visibility of the assets that we manage for them. We offer a complete view of their estate, including telephone numbers (CLIs), the product related to that number and its geographical location. All invoices are in one place and kept for 12 months for historical billing information on the services you have taken.
This information can be easily downloaded for extraction into excel.
End-of-contract process
At the end of the contract the customer moves onto a rolling 30 day contract on our standard rates. Through our online billing and reporting portal, customer can get their asset list, including numbers that can be ported away and details of the services they currently take with us. This will be provided at no additional cost. It is up to the new provider to port the numbers away.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Differences between the mobile and desktop service
We have a bolt on App (see pricing sheet) that can be added as an option to Horizon. Upon successful download from the relevant app store onto the desktop, the user is able to log in to access a subset of Horizon functionality.
The mobile soft client app allows a user to make and receive calls on a mobile device, as well as accessing key settings for their service. It provides all the same functionality as the desktop soft client, with the exception of Click to Call.
Service interface
User support accessibility
None or don’t know
Description of service interface
Horizon provides a secure web portal - a simple, easy to use management system that allows the following tasks to be undertaken:
• Site Management–control site numbers & Schedules, Music on Hold, & Call Barring
• User Management–create/edit users & assign devices, telephone numbers, set call barring & optional services
• Group Management–manage IVR, ACDs & Hunt Groups
• Call Recording Management–call recording & manage storage
• Security–manage username & passwords including softclients
Statistical information across the estate for inbound & outbound calls can also be accessed.
Individual users also have access to a portal to manage their settings.
Accessibility standards
None or don’t know
Description of accessibility
Standard web-browser/app access with standard accessibility options associated with those web-browsers/apps.
Accessibility testing
We are interface testing at present.
Customisation available
Description of customisation
There is an extensive list of customisable features and functions on Horizon (available on request).
The service offers a range of clever features and an emphasis on control and administration through the web. For administrators, you can quickly configure the system according to your organisation’s changing requirements, whilst individual users can manage their calls easily and effectively.
Users can implement a wide range of features via the web portal, either at a company, site, or User level giving full and easy control of
an entire telephony environment, even over multiple sites.


Independence of resources
We undertake a monthly Capacity Planning Forum whereby the utilisation of every network component is reviewed against planning rules and sales forecast to ensure that we have sufficient capacity and overhead to manage our customer's requirements. Additionally there is weekly planning review on capacity management adjustments.
Each Horizon customer's resource requirements are taken into account and sufficient network is allocated to them. We also manage our network to spread traffic during very busy periods.


Service usage metrics
Metrics types
The Horizon service provides a range of on line call reporting on a per number basis. Full summary reports are provided; how many calls are getting through, where are my customers located, what are my call trends, when are my busy times. Detailed call analysis is available via the advanced statistics package.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Encryption of all physical media
Data sanitisation process
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Our Web Portal allows users access to their associated number ranges. Typically users will extract their applicable data in Excel or CVS format.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • PDF
Data import formats
  • CSV
  • Other
Other data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Horizon service availability is calculated as:
Total number of minutes in the measurement period – Unplanned Downtime x 100 / Total number of minutes in the measurement period
Note: If a Service is partially available then the Unplanned Downtime shall be calculated in equal proportion i.e. if a service is 50% available then the unplanned downtime will be calculated as 50% x elapsed period of the incident.
Availability Measurement Period: 1 Calendar month
Target Service availability for Horizon is:
Horizon Graphical User Interface (GUI) is 99.9%
Horizon user subscriptions is 99.5%
Horizon Auto Attendant, Call Recording, and Unified Messaging subscriptions - 99%
Mean Average PESQ Score target of 4.1 for G.711 and 3.7 for G.729.
Not included:
- Outages which are deemed by us to be the result of matters outside of direct control
- Planned or emergency maintenance
- User error
Notes:Core functions are Gamma Switching infrastructure, transmission equipment and
core network, the service that supports call routing and termination.
Non-Core functions include Gamma Support Systems, access to any relevant portals and feature based services such as Call Plans, Call diverts, Auto Attendant, Call Recording, and Unified Messaging
Approach to resilience
We hold ISO 22301:2012 Business Continuity Management accreditation. As this information is sensitive, further specific information is available on request.
Outage reporting
A public network status dashboard
Email alerts
Portal alerts
Text messages to opted in mobile numbers
Service desk verbal communication

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Customer administrators can set permissions for other users to give them access to certain areas of the portal. They are able to restrict access to certain areas of the management and support interfaces.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
Alcumus ISOQAR
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials
Cyber Essentials Plus
Information security policies and processes
Gamma has deployed an Information Security Management System Manual (ISMS) which meets and is certified to ISO 27001:2013 and Cyber Essentials. It is supported by numerous policies and processes including but not limited to the following:

Information Security Policy
Information Security Incident Policy
Acceptable use policy
Access Control Procedure
Backup Plan
Business Continuity Plan
Confidential Data Policy
Data Protection Policy

The Reporting structure is from employees or customers to the Information Security Manager to the Information security Forum which is attended by several Directors and heads of departments. The Information Security Forum meets monthly to review all security incidents and events and corrective actions are agreed and tracked at this forum.

To raise awareness Gamma uses a computer based training platform for Security Awareness which is repeated annually. Line Managers have a responsibility to ensure their staff are aware of and follow these policies.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Change Control Process covers changes made to operational systems, to mitigate the risks and impacts that any change has and ensures good communication at all stages.
Change Management ensures changes to core infrastructure and services are performed and implemented correctly.
Best practice guidance, aligned to ITIL (OGC), recommends that the starting point for any change should be a review of generic questions or the ‘seven Rs’.
A risk and impact assessment is carried out for each change this involves detailing the assets under change.
The Change Advisory Board (CAB) has a representative from each impacted business area.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
We use failure mode effects analysis process, conducting regular, systematic assessments of vulnerabilities to determine the necessity of safeguards, countermeasures and controls, monitoring for changes to maintain an acceptable level of risk. Includes identifying key information assets and subjecting them to specific risk assessments, assessing exposure to a list of common threats and vulnerabilities, maintaining risk registers, implementing technical, policy, business continuity and management initiatives;
Each patch is assessed and deployed accordingly:
High - Urgently.
Medium - ASAP.
Low - as time permits.
Gamma utilises many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Gamma utilises GPG 13 guidance. Gamma have built a Security Information & Event Management Solution (SIEM) to identify potential compromises. If a compromise is found it is investigated. A Security Incident is raised to track the investigation, root cause and solutions if required to rectify or improve the situation. We respond to incidents as close to real time as practicable.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Gamma has an Incident Management process which has numerous pre-defined sub groups of staff designated for particular products or scenarios. It can be initiated by any member of staff and is managed by the 24/7 Network Operations Centre (NOC). Any incident is reported by the customer to the Service Desk, it is recorded in a customer relationship management tool (CRM) and an Incident report is produced after root cause analysis has taken place. Any Incident reports are made available to end users via pdf.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
Connected networks
  • Joint Academic Network (JANET)
  • Health and Social Care Network (HSCN)

Social Value

Fighting climate change

Fighting climate change

Understanding environmental impact
Gamma recognises the increasing risk climate change poses to our planet. Although Gamma as a service business has a lower impact on the environment than many other businesses and many of its services have a positive impact by reducing the need for travel, Gamma understands that we have a responsibility to act.

We adopted the UN Sustainable Development Goals (SDGs), including Goal 13 (Take urgent action to combat climate change and its impacts).
In 2021, Gamma set its baseline energy and carbon emissions data which will be used to support future emissions reduction targets, this was used to formulate Gamma's ambition by committing to becoming a carbon net-zero company by 2042.

Furthermore, we set near and long-term Company-wide emission reductions in line with climate science with the Science Based Target initiative (SBTi) and Gamma will seek validation of its target within the SBTi timeframe of 24 months from commitment.
We have constructed a plan over five, four-year carbon emissions reduction periods, ensuring the Company’s efforts are consistent with the need to decarbonise the wider economy.

Taking climate action
Gamma has held ’Certified Carbon Neutral Company’ status since 2006. The offsetting projects supporting the UN SDGs include:
• Acre Amazonian Rainforest Conservation Project-(Brazil)
• Meru and Nanyuki Community Reforestation Programme-(Kenya)
• Improved Water Infrastructure Project-(Uganda)

Gamma is ISO14001 certified.

Reducing energy consumption
Energy and carbon reduction is the priority in implementing a science-based net-zero plan. Initiatives include:
• Ongoing emissions reduction projects.
• Moving Gamma's small fleet of cars/vans over to self-gen hybrids is ongoing, with completion expected in 2023. Gamma will switch over to electric vehicles prior to 2030 in line with the reduction activities.
• Improve the energy efficiency of data centres and its technology.
• Optimise its heating, ventilation and air-conditioning in key data centres.
Covid-19 recovery

Covid-19 recovery

Gamma Support and Recovery Packages
Gamma’s commitment and loyalty to customers has never been more evident than in its response to the global pandemic. Quick to react and first out of the blocks, Gamma developed two robust packages to help businesses weather the Covid-19 storm.

The Gamma Support Package launched on 1st April 2020, with a raft of immediate measures to assist partners and their end-customers. We looked at specific ways we could help secure new business, including introducing new 30-day rolling contracts for our UC propositions: Horizon, Collaborate and Microsoft Teams Direct Routing.

As the nation began to emerge from lockdown and get back to business, Gamma was on the front foot and launched a Recovery Package, to provide the tools to continue to address the changing needs of businesses and the ‘new normal’. This was built to specifically support our partners and help them to identify new opportunities and also to support them in the event of the loss of end-customer businesses that sadly do not weather this period of economic hardship.

Unlike other packages and in-line with Gamma's 'easy to do business with' fashion, the measures outlined in both Packages were designed to be delivered automatically, this ensured an easy, autonomous way without unnecessary bureaucracy or terms and conditions getting in the way.

Collaborate Offer
As technology requirements changed overnight with many people forced to work from home, getting Gamma’s Horizon Collaborate product enabled for end-users was an urgent requirement. We started by offering our business-only cloud based Unified Communications solution free of charge for 4 months. We worked with our customers to enable this through delivering over 300 hours of training and support in 3 months. This included revamping our accreditation process to be able to deliver it online.
Tackling economic inequality

Tackling economic inequality

As part of the 2021 social plan within Gamma’s ESG strategy, the Company committed to supporting the communities in which it is based and enhancing its charitable giving plan.

Supporting the UN SDG 8: Decent work and economic growth, Gamma’s technology teams provide remote Hi-Tech Horizons sessions through an initiative run by the Education Business Partnership. The initiative aims to engage and inspire the future workforce, raising awareness of the hi-tech sector and the opportunities available.
Additionally, Gamma has partnered with Speakers for Schools to deliver STEM insight to pupils in the North-West of England during Virtual Work Experience week in April, and Digital Careers in September. Gamma has a range of colleagues that volunteer to support these events to inspire students and provide them with a wider perspective on what their options are for their future careers and opportunities.

Working in the communities in which the Company operate, Gamma Direct has worked with local authorities in the Manchester and Portsmouth areas to support their efforts in tackling digital poverty, address emerging skills gaps and prepare young people for the world of work in addition to providing employment.

Gamma is committed to maintaining these relationships as well as building new ones during 2022 and the Company will endeavour to contribute to the UN SDG 10: Reduced Inequalities through the extension of initiatives.

We continue to invest in our Apprenticeship programme to gain valuable work experience, to continue their education and to obtain nationally recognised qualifications.

Also, Gamma has been working closely with the Graduate Recruitment Bureau to onboard 10 graduates by September 2022. The aim of the programme is to offer graduates experience of four different areas of technology across a two-year period. Gamma guarantees the graduate a permanent position at the end of successfully completing the programme.
Equal opportunity

Equal opportunity

Gamma adopted the following UN Sustainable Development Goals and considers all within the ESG Strategy in its policy.
• Goal 5: Achieve gender equality and empower all women and girls
• Goal 8: Promote sustained, inclusive and sustainable economic growth, full and productive employment and decent work for all
• Goal 10: Reduce inequality within and among countries

Gamma will be focusing on Equality, Diversity and Inclusion. we partnered with ENEI (Employers Network for Equality and Inclusion) to complete a benchmarking exercise to understand the gaps and strengths in its current approach. The exercise will focus on key areas such as Gamma’s workforce, strategy, leadership and accountability, recruitment and attraction, training and development and other employment practices. The outcomes will be used to set the ED&I strategy moving forward.

As part of Gamma’s goal to impact and inspire young people the Company has formally partnered with Speakers for Schools and is designing a nationwide programme to support young people with understanding the technology industry, raising their confidence levels, mentoring and providing opportunities for work experience.

Gamma is also targeting talent communities internally and externally. Internally, the Company will be creating employee communities, to strengthen inclusion and belonging. In 2021, we joined the Disability Confident scheme.

Externally, its Recruitment team has started to build networks to broaden the Company’s connections with specific groups, focusing on Women in Technology, apprenticeships, and other underrepresented groups. This will include participation in hosted events and the creation of targeted recruitment campaigns to attract a more diverse talent pool. Gamma’s Senior Leadership Team has committed that all senior roles at Gamma must have a diverse shortlist and Gamma will ensure its partners in executive search are working to deliver this.


At Gamma we have an internal wellbeing programme that was launched in April 2020. The programme promotes health, happiness, and productivity by providing access for our employees and their families to resources, support, and guidance to be healthy in body and mind, to be supportive to others, and to enable people to be at their best.

Our wellbeing initiative enables us to have an open and supportive culture for our employees mental and physical wellbeing.

Gamma has 12 qualified Mental Health First Aiders working on a rota system across all UK office locations, sign posting to external organisations where applicable and offering ‘in-house’ and ‘bite-sized’ training on topics such as managing remotely, dealing with stress, and work-life balance. The Employee Assistance Programme has provided employees with access to online information and advice.

Our Wellness Week (9-13 May 2022) aimed at raising awareness of important topics related to wellness kicked off with a different theme for each day providing daily tips and advice in overcoming daily challenges, themes included healthy minds and mindfulness, nutrition, mental health, Employee Assistance Programme and 'Feel Good Friday'.

Financial wellbeing is also important to Gamma’s employees and the Company offers a salary sacrifice pension scheme, life assurance and income protection. Gamma offers a reward package which includes: the government cycle to work scheme, childcare vouchers, as well as access to a health cashback plan. The flexible holiday trading package offers employees the opportunity to purchase additional holidays or sell back holidays, with additional trading windows open during the pandemic. Gamma has also partnered with Reward Gateway to offer staff a variety of discounts from retail outlets and access to health and fitness discounts including gym memberships, saving employees over £38k in 2021. Gamma offers enhanced adoption, maternity and paternity pay and shared parental leave.


£4.20 a user a month
Discount for educational organisations
Free trial available
Description of free trial
Please contact Gamma - we have various free options available dependent on requirements.
Link to free trial

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.