List of Mission Labs SmartAgent Customers
Gamma Telecom
Kings House Kings Road West,
Newbury, RG14 5BY,
United Kingdom
Newbury, RG14 5BY,
United Kingdom
44 33 3014-0000
Communications
602
$301M
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 29000 employees and revenues of $6.20 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 |
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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 | 29000 | $6.2B | 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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JD Sports | Retail | 73519 | $10.7B | United Kingdom | Gamma Telecom | Mission Labs SmartAgent | Call Center | 2019 | n/a |
In 2019, JD Sports implemented Mission Labs SmartAgent for Call Center operations to support front-line Customer Care functions. The deployment established Mission Labs SmartAgent as the primary agent desktop and email orchestration platform used by Customer Care Advisors at JD Sports Fashion Manchester, where agent activity was recorded between November 2020 and October 2021.
The implementation centered on standard Call Center capabilities, including inbound and outbound voice handling, agent screen pop and case management, email ticketing and queuing, call logging, and task-driven workflows for order investigation. Agents used Mission Labs SmartAgent to document customer interactions, initiate outbound carrier callbacks, and complete administrative activities such as issuing gift cards and posting customer correspondence.
Operational integrations included telephony connectivity to Gamma Telecom for call routing and trunking, and an operational sequence where agents previously used Zendesk and then later used Mission Labs SmartAgent to send and receive customer email correspondence. The platform supported contact handling tied to carrier follow ups and order-status workflows, enabling unified handling of voice and email channels within the same Call Center application.
Governance and daily workflow changes emphasized agent-level orchestration of case resolution and administrative fulfillment, with SmartAgent configured to present customer context, guide order investigations, and capture disposition codes. The implementation reflects a practical, user-focused Call Center deployment that centralized customer contact handling and administrative case work for JD Sports Customer Care.
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Buyer Intent: Companies Evaluating Mission Labs SmartAgent
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| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Mission Labs SmartAgent Coverage
Mission Labs SmartAgent is a Call Center solution from Gamma Telecom.
Companies worldwide use Mission Labs SmartAgent, from small firms to large enterprises across 21+ industries.
Organizations such as JD Sports, FirstGroup, American Golf and boohoo.com are recorded users of
Mission Labs SmartAgent for Call Center.
Companies using Mission Labs SmartAgent are most concentrated in Retail and Transportation, with adoption spanning over 21 industries.
Companies using Mission Labs SmartAgent are most concentrated in United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Mission Labs SmartAgent across Americas, EMEA, and APAC.
Companies using Mission Labs SmartAgent range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 50%, large organizations with 1,001-10,000 employees - 0%, and global enterprises with 10,000+ employees - 50%.
Customers of Mission Labs SmartAgent include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Mission Labs SmartAgent customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.