GAMMA NETWORK SOLUTIONS LIMITED

WCAG 2.2 AA Compliant Amazon Connect Agent Desktop - SmartAgent

WCAG‑compliant Amazon Connect desktop enabling accessible, secure and rapid deployment.
Productised service with SmartPCI, omnichannel capability and ongoing managed support.

Features

• WCAG 2.2 AA compliant Amazon Connect agent desktop for accessibility.
• Omnichannel handling across voice, email, chat, messaging and social.
• Unified SmartAgent interface with Azure EntraID authentication.
• Integrated SmartPCI for automated, secure PCI‑compliant payments.
• Configurable customer journeys with IVR, routing and callback options.
• Quality assurance tools with evaluations, scoring and intelligent suggestions.
• Supervisor monitoring, transcription, sentiment analysis and call controls.
• GDPR‑aligned recording, permission controls and threat‑scanning workflows.
• CRM integration for ID&V, screen‑pops and efficient routing.
• BI and workforce management integrations for enhanced reporting

Benefits

• Accessible agent experience ensuring compliance with WCAG 2.2 standards.
• Improved satisfaction through 24/7 self‑service and automation.
• Rapid deployment using modular packages and proven accelerators.
• Scales effortlessly with AWS for hybrid or expanding teams.
• Strengthened security with threat detection and attachment scanning.
• Integrates seamlessly with existing systems to streamline workflows.
• PCI‑compliant payments reduce organisational risk and complexity.
• Real‑time insights improve agent performance and operational decisions.
• Webchat and chatbot journeys increase deflection and reduce costs.
• Comprehensive support ensures effective onboarding and continuous improvement.

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 bidteam@gamma.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

751857026801916

Contact

Public Sector Sales Team
0333 043 7330
bidteam@gamma.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Workstation minimum requirements are as defined through AWS operation guides, additional memory, bandwith and CPU should be considered when running additional services on the worstation to avoid resource contention. * Browser - Chrome and Edge, Firefox utlisation may encounter limitations in functionality. * Operating systems - Windows and macOS, utilisation through alternate operating systems may encounter limitations. * Network - 100Kbps bandwidth per connected workstation * Memory - 2GB ram * Processor (CPU) - 2 GHz https://docs.aws.amazon.com/connect/latest/adminguide/ccp-agent-hardware.html#ccp-agent-workstation
• System requirements:
  • Chrome and Edge, Firefox utlisation may encounter limitations in functionality.
  • Windows and macOS, utilisation through alternate systems may encounter limitations
  • Network - 100Kbps bandwidth per connected workstation
  • Memory - 2GB ram
  • Processor (CPU) - 2 GHz

User support

• Email or online ticketing support: Yes
• 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 1 -30 min, Severity 2 -60 min, Severity 3 - 4 hours, Severity 4 -12 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Gamma provides one level of support for all SmartAgent 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 - 5 Working Days. Low - Single number destinations or Quality of Service - 7 working days. Service availability for SmartAgent is 99.99%. 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: No

Onboarding and offboarding

• Getting started: We offer extensive user training and comprehensive documentation for SmartAgent. Our support includes comprehsive range of user acceptance and handover documentation which are not limited to whitelabel training guides enabling clients to apply brand specific annotations to the documents for just in time training within the onboarding experience, ensuring unique settings and parameters are featured within clients training guides. Clients are further supported through online manuals and training guides available within the SmartAgent Community Hub, assisting users in refreshed taining and ongoing training for new starters. Additional training is provided as part of transformative programmes for modular and bespoke additions to existing packages purchased.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: .doc
• End-of-contract data extraction: Client owns their data, of which is stored within their owned instance of Amazon Connect. Client has access to three instances of Production (live), UAT and Developer sites for SmartAgent. When contract is terminated then SmartAgent is no longer accessible, however client retains access to stored data through Amazon Connect as per the independent contractual agreement between Client and Amazon Connect. See AWS Data retention agremeents and policies for data exporting procedures.
• End-of-contract process: Client owns their data, of which is stored within their owned instance of Amazon Connect. Client has access to three instances of Production (live), UAT and Developer sites for SmartAgent. When contract is terminated then SmartAgent is no longer accessible, however client retains access to stored data through Amazon Connect as per the independent contractual agreement between Client and Amazon Connect. See AWS Data retention agremeents and policies for data exporting procedures.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The Amazon Connect API interface empowers developers to extend, customise, and automate contact centre operations using programmatic access to Amazon Connect's features and resources. The API is HTML accessible and provides developers with a set of web services and APIs to programmatically interact with Amazon Connect. An overview of the Amazon Connect API interface provides RESTful API, AWS SDKs, Wide range of customisable functionality, Integration Options, Security and Documentation.
• Accessibility standards: None or don’t know
• Description of accessibility: Standard web-browser access with standard accessibility options associated with those web-browsers.
• Accessibility testing: User interface testing is in continuous practice ensuring comprehensive test coverage through agile software delivery framework and user based focus testing with active engaged feedback based on client defined user groups, including identified disbabilities. We work with clients' together with their own specialiast accessibility teams to receive additional assurances on the accessibility of our product and foster a partnership of continuous improvement. Manual testing encompasses NVDA screen reader (Windows), VoiceOver screenreader and Voice Command (voice control on Mac) and Keyboard accessibility.
• API: Yes
• What users can and can't do using the API: The Amazon Connect HTML API allows developers to integrate to Amazon Connect features directly into web applications. The API supports users with the ability to embed Amazon Connect functionality, Customise user interfaces, Access real-time data, Handle call events and Enhance customer experience. The API does not support users with: Access to Amazon Connect configuration settings, modify core Amazon Connect functionality, Bypass security measures, Override browser security policies or Perform server0side operations.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: There is an extensive list of customisable features and functions on SmartAgent (available on request). The service offers a range of packaged 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.

Scaling

• Independence of resources: Our serverless architecture with AWS lambdas scalee to meet demand. Each customer has their own isolated AWS account, ensuring no impact from others' usage.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide service metrics, including wallboards, real-time metrics, Business Intelligence (BI) integrations, Amazon Connect historical metrics, AWS CloudWatch metrics and comprehensive hisstorical reporting.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: All raw client data is stored within various AWS services and can be downloard in a range of options. All such data is only available through Amazon Connect and AWS services and AWS policies and guides must be referenced for export procedures.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: SmartAgent has 99.99% availability.
• Approach to resilience: Our service for SmartAgent, relies on serverless technologies leveraging AWS resilience. AWS ensures data redundancy and continuity across multiple availability zones (data centres).
• Outage reporting: We utilise Pingdom for external alerts on service unavailability, including intelligent monitoring with long checks and status page updates. Internally, we have observability of service errors translated into out status page for in-house managed services by SmartAgent. Externally, AWS provises AWS Health, offering an overview of all services across regions with alerts feeding into our internal OpsGenie for client updates within the status page.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: We authenticate users through customer administrators setting permissions for access. Access can be restricted by Role to specific areas and functionality within SmartAgent.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• 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, Cyber Essentials and Cyber Essentials Plus. 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.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / 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: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / 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 utilise many Vendor sources and industry RSS feeds, CERT, Ubuntu and Debian. Member of CiSP.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Gamma utilises GPG 13 guidance. Gamma has 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: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / 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.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 12.5%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Wednesday 2 July 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Alcumus ISOQAR
• ISO 9001 accreditation date: Monday 17 June 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: A-LIGN
• PCI DSS accreditation date: Friday 12 September 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: C4531076-493b-4813-a761-c80d933ad97c
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 4f2547da-4b2d-4057-bfd9-b6553ac0faee
• Other security certifications: Yes
• Any other security certifications:
  • ISO22301
  • CREST SOC

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 bidteam@gamma.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.