List of Mission Labs SmartAgent Customers
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Since 2010, our global team of researchers has been studying Mission Labs SmartAgent customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Mission Labs SmartAgent for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Mission Labs SmartAgent for Call Center include: JD Sports, a United Kingdom based Retail organisation with 73519 employees and revenues of $10.65 billion, FirstGroup, a United Kingdom based Transportation organisation with 30000 employees and revenues of $1.84 billion, American Golf, a United Kingdom based Retail organisation with 777 employees and revenues of $130.0 million, boohoo.com, a United Kingdom based Retail organisation with 400 employees and revenues of $130.0 million and many others.
Contact us if you need a completed and verified list of companies using Mission Labs SmartAgent, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Mission Labs SmartAgent customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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American Golf | Retail | 777 | $130M | United Kingdom | Gamma Telecom | Mission Labs SmartAgent | Call Center | 2019 | n/a | In 2019 American Golf deployed Mission Labs SmartAgent as a Call Center solution embedded on its public website. Mission Labs SmartAgent is implemented on the American Golf site to provide a customer facing contact channel that routes web inquiries to contact center agents and manages session handling typical of Call Center platforms. The deployment is focused on web embedded agent workflows and browser based agent interfaces, supporting session queuing, routing and agent desktop functions commonly associated with Call Center operations. Operational scope centers on customer service and ecommerce support via the website, capturing site contact intent and routing it into the agent workflow. Governance efforts targeted provisioning of web channel agents, standardizing web originated contact handling and updating agent operating procedures. | |
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boohoo.com | Retail | 400 | $130M | United Kingdom | Gamma Telecom | Mission Labs SmartAgent | Call Center | 2019 | n/a | In 2019, boohoo.com deployed Mission Labs SmartAgent as a Call Center application on its website. The implementation used the Mission Labs SmartAgent web-embedded client to provision an on-site customer engagement channel, delivering agent-facing desktop functionality, a real-time web chat widget, queuing and routing logic, and session transcript capture to support live e-commerce inquiries. Operational scope centered on online customer service for the boohoo.com e-commerce site, consolidating web-originated customer contacts into a centralized agent workflow and shifting contact-handling processes to a web-first support model. Governance focused on agent interface configuration, chat response templates, and session logging to standardize service workflows while Mission Labs SmartAgent remained the primary web contact channel. | |
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FirstGroup | Transportation | 30000 | $1.8B | United Kingdom | Gamma Telecom | Mission Labs SmartAgent | Call Center | 2020 | n/a | In 2020, FirstGroup implemented Amazon Connect alongside Mission Labs SmartAgent in its Call Center environment for First Shared Services, driven by a UX-led redesign of customer contact workflows. The engagement focused on streamlining inbound caller journeys and providing agents with faster access to case and account information through a consolidated agent desktop. Mission Labs SmartAgent was configured as an omnichannel agent desktop that populated all relevant customer and account information for the agent handling the call, reducing the need for agents to access multiple back office systems. The configuration emphasized contextual screen-pop, unified customer records, and workflow orchestration to prevent repeat questioning and to shorten call handling sequences. The implementation extended Amazon Connect’s standard reporting capabilities via integrations with AWS S3, Athena and Redshift and surfaced consolidated contact centre data through Microsoft PowerBI for deep reporting and BI. This architecture created a data pipeline from contact event capture in Amazon Connect into an analytics layer in S3, query and storage in Athena and Redshift, and visualization in PowerBI, enabling continuous monitoring of agent and contact centre performance. Operational coverage centered on First Shared Services contact centre agents and their caller interactions, with the program oriented toward continuous improvement in agent efficiency and contact centre operations. Governance and process changes included UX-driven contact handling standards, consolidated agent workflows, and a reporting governance model to sustain BI-driven improvements. The explicit outcomes recorded include preventing customers from repeating themselves, reducing the burden on agents of accessing multiple systems, and improving both agent and customer experience, which reduced call handling and queuing times. Mission Labs SmartAgent is presented in the deployment as the core agent-facing application within FirstGroup’s Call Center stack. | |
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Retail | 73519 | $10.7B | United Kingdom | Gamma Telecom | Mission Labs SmartAgent | Call Center | 2019 | n/a |
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