GAMMA NETWORK SOLUTIONS LIMITED

Webex Contact Centre

Cloud‑based contact centre delivering secure, omnichannel and AI‑enhanced customer experiences.
Scalable platform combining automation, analytics and integrated voice through Gamma.

Features

• Omnichannel support across voice, email, chat, messaging and social.
• AI‑powered automation for conversational self‑service interactions.
• Unified agent desktop with full customer history and visibility.
• Supervisor dashboards with real‑time metrics and coaching insights.
• Cloud‑native architecture offering resilience, scalability and reliability.
• Advanced analytics with sentiment, trends and interaction insights
• Flexible routing, queues, callbacks and workflow automation
• Secure integrations with CRM, productivity and business systems
• Seamless alignment with Gamma PSTN and inbound services
• Centralised administration for users, channels and reporting

Benefits

• Improves response times with AI‑driven automation and routing.
• Delivers consistent experiences across all contact channels.
• Enhances agent performance through unified tools and insights
• Reduces operational effort with cloud‑based management
• Strengthens customer satisfaction through connected, seamless journeys
• Supports hybrid working with browser‑based agent access
• Provides actionable intelligence for continuous service improvement
• Integrates cleanly with existing systems to streamline workflows
• Scales effortlessly as demand and teams grow
• Enhances reliability through Gamma’s resilient voice infrastructure

• 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

973411136007800

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: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Webex Contact Center can be deployed as an add‑on to complement Cisco Webex Calling, or as a standalone contact centre service. It is also certified as a Microsoft Teams–compatible contact centre solution.
• Cloud deployment model: Public cloud
• Service constraints: Integration with existing line‑of‑business systems depends on cooperation and access provided by your incumbent system supplier.
• System requirements:
  • Relevant APIs must be available for integration.
  • Adequate bandwidth is required to support cloud services
  • Firewall rules must allow the necessary cloud traffic.
  • Endpoints should run Windows 10, macOS or Chromebook devices

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 Webex Contact Center 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 - 60 mins. High - Loss of service - single service - 4 Hours. Medium - Disrupted service - 12 hours. Low - Single number destinations or Quality of Service - 48 hours. Service availability for Webex Contact Center is 99.95%. 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: Gamma onboards organisations through a structured process that ensures a smooth transition to Webex Contact Center. We capture your requirements, configure channels, routing and integrations, and prepare agent and supervisor desktops. We then support controlled rollout, testing and user enablement. Once live, the service moves into our UK‑based managed wrap, providing ongoing support, optimisation and service reviews.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Information is purged as part of the decommissioning process. 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. Numbers can be ported from our Webex Contact Centre service to another supplier following the industry standard process.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Language used and document structure simple and easy to follow, any images used are described in the text.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Webex Contact Center provides a browser‑based Agent and Supervisor Desktop, so there is no need to install any local software. When signing in, users simply enter the phone number they wish to be reached on for handling inbound voice interactions.
• Accessibility standards: WCAG 2.2 AA
• 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.
• API: Yes
• What users can and can't do using the API: Webex Contact Center offers open APIs that allow organisations to customise AI, data, media and desktop capabilities. REST APIs support reporting, contact data access, CRM integrations, workforce management and third‑party system connections.; Its API gateway enables agent desktop customisation, retrieval of tasks and queue data, UI and notification customisation, access to media artefacts for interactions, and AI functions such as real‑time transcription.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Webex Contact Center is highly customisable, providing a flexible omnichannel platform that organisations can tailor to their customer contact strategy. This includes choosing which channels to offer, designing customer journeys and call flows, and shaping the agent experience through desktop layout and integrated business applications such as CRM.; Additional services like compliance recording, quality management and workforce management can also be added. The supporting service can be adapted to meet each organisation’s operational needs.

Scaling

• Independence of resources: Webex Contact Center is fully cloud‑based, enabling it to scale effortlessly alongside your organisation. It supports mid‑to‑large contact centres by flexing capacity as demand changes, allowing you to scale up or down when required. This elasticity optimises resources and maintains consistent performance as your operation grows.

Analytics

• Service usage metrics: Yes
• Metrics types: Webex Contact Center provides real‑time and historical insights by consolidating data from multiple sources into clear, visual dashboards. It highlights trends and patterns across operational and business metrics, supporting continuous optimisation of contact centre performance.; Users can tailor their experience by creating custom dashboards, selecting preferred visualisations and scheduling automated reports for distribution to chosen recipients.
• 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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Typically users will extract their applicable data in Excel or CSV format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Webex Contact Center 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 availability for Webex Contact Center is: 99.95%. Not included: - Outages which are deemed by us to be the result of matters outside of its direct control - Planned or emergency maintenance works - User error Notes: (1) Core functions are defined as Gamma Switching infrastructure, transmission equipment and core network, the service that supports call routing and termination. (2) 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: 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: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: SAML SSO
• 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 Webex Contact Center
• Access restriction testing frequency: At least every 6 months
• 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

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.