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2021: Mission Labs Year in Review

2021 has proved to be another very successful year for Mission Labs. We’ve taken some bold new steps as a company and seen some significant changes, to what we create and how we do things. We’ve remained consistent with our promise of innovative, high quality products and services, supporting our valued clients via cloud-based technology, on their journey to the future. With a larger team than ever, and working harder than ever, we're proud of what we’ve achieved during 2021. Here are some of the highlights from what has been a truly exciting year... 


Mission Labs Joins the Gamma Family. 

On 3rd March 2021, five years to the day since Mission Labs was founded, we were acquired by Gamma, a leading supplier of Unified Communications as a Service (UCaaS). This was a huge accomplishment for Mission Labs – not only demonstrating how far we've come in just a few short years, but a brilliant opportunity for us to continue developing our capabilities, products and propositions, by joining forces with a market-leading telecommunications specialist. 

2022 will see us continuing to work closely with Gamma, developing our products and our processes as we continue to drive innovation in the cloud comms and contact centre markets. 

New Headquarters Open in Manchester. 

Year on year, we’ve continued to add new talent to our team. And having doubled our headcount over the past two years we needed a new HQ to accommodate our growing teams. In 2021 we completed the fitout of a brand-new 11,000 sq.ft facility at Arbeta in central Manchester. 

Our new space is kitted out with everything that is required to maximise productivity and collaboration. Our new Manchester HQ, will also allow us to take advantage of the city’s pool of talent. With an aim to take our headcount to 200 people in 2022, we’re looking forward to welcoming the growing Mission Labs team into their special new home. 

AWS Partner Status Enhanced. 

Our reputation as AWS experts continues to grow. We joined fewer than 10% of AWS Partners globally by becoming an Advanced Consulting Partner in January 2021; in the same month we joined the Digital Outcomes & Specialists 5 Framework, strengthening our credentials as a provider to the public sector. And with more and more of our team becoming AWS certified professionals this year, we’re committed to continuing to build our skills and experience with AWS over the long term. 

SmartAgent and CircleLoop - Always Improving. 

Our products and services continued to evolve and improve during 2021. 

CircleLoop has been chosen by more customers than ever before. Our cloud-based business phone system has enabled users to stay connected from wherever they work and helped many of our clients transition out of lockdown, into a more hybrid way of working. CircleLoop continues to provide a future-proof alternative to traditional phone systems, making communication and collaboration much easier across our client’s teams. We’re continuing to invest heavily in CircleLoop, both in the proprietary telecommunications platform, and the client applications themselves.  

CircleLoop even made its TV and Radio debut during Q4 2021 – a very exciting development for our product as we seek to create even more awareness about the benefits for companies of switching to the cloud. 

During 2021 a huge raft of new features have been added to SmartAgent, our streamlined desktop application for contact centre agents, which improves agent experience, contact efficiency, and day to day customer experience operations. SmartAgent now supports voice, chat, email, Facebook Messenger, Twitter DM, WhatsApp and SMS Chat – all powered by Amazon Connect’s scalable and intelligent routing engine. We’ve introduced an automated rules engine for easier contact deflection, the ability to manage and handle bulk channel contact, a Microsoft Teams Integration and much more. Our clients also now have additional self-service capabilities, empowering them to take control of their contact centre and manage all intra-day requirements in real time.

Targeting Even More in 2022. 

As we move into 2022, we’ll continue to pursue our ambitious growth plans, that will see us expand our team, continue to improve our delivery processes and on-board even more clients through our innovative cloud products and services. 

2022 will see us continuing to support our valued SME, Enterprise and Public Sector clients, whilst onboarding even more and continually improving the way that we work with them. Our ambitious SmartAgent product roadmap will continue to deliver additional value to clients – aiming to reduce handling times, improve efficiency and supercharge modern customer experience. And CircleLoop will continue to invest in product development, aiming to onboard even more new clients and users. 

And the completion of our new HQ will provide our teams with a modern, hybrid working experience. We're confident that our state-of-the-art space will help us to attract the best talent in and around Manchester, and we can’t wait to welcome our team to the new office in 2022. 

As always, we are hugely grateful to all the clients and partners that have worked with us during 2021. Your continued support is never taken for granted. 

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