UK Contact Centre Forum

Route 101

Route 101 are customer and workforce engagement specialists with over 20 years of experience in contact centre technology, processes and requirements.

Combining industry-leading communications and contact centre platforms, we provide the tools to help businesses deliver exceptional customer experience and empower their workforce. Our team assumes end-to-end responsibility for projects, from conception, through implementation and delivery, to ongoing management and support.

We work with market-leading technology vendors to recommend, implement, and support best-of-breed cloud platforms and solutions to make customer interaction handling simple and effective.

We help clients to:

  • Improve customer service and & CSAT
  • Ensure compliance and reliability
  • Increase revenue
  • Increase employee engagement and reduce attrition fees
  • Reduce operational costs
  • Future proof the contact centre
  • Scale to meet demand without hiring more staff

Whether you are a BPO thinking about implementing cloud contact centre software to increase your capacity and resilience, an E-commerce business looking to automatically resolve thousands of tickets per week through AI or a leading energy provider wanting to introduce omnichannel customer service, our extensive portfolio of technology solutions means we are ready to meet your needs.

NICE CXone is a central part of our industry-leading portfolio, offering an unparalleled suite of omnichannel and workforce engagement tools. It is the industry’s only unified cloud customer experience platform and was created to deliver seamless experiences across channels and the entire customer journey.

For the last 8 years, they have been named a Leader in the Gartner Magic Quadrant for Contact Centre as a Service as well as being recognised by Forrester, Ventana, Ovum, Frost and DMG. NICE CXone supports over 430,000 agents in multiple divisions, locations, and global regions.

Route 101’s portfolio includes:

  • Cloud contact centre software
  • Workforce Engagement Management (WEM) – including workforce optimisation, workforce management, call recording, quality management and performance management.
  • Interaction Analytics – speech and text analytics, sentiment analysis, VoC programs.
  • Unified Communications as a Service (UCaaS)
  • PCI Compliant Payment Solutions
  • Conversational AI across voice and digital channels
  • Proactive Contact
  • Contact Centre Consultancy, Training & Support
  • 24x7x365 Support

For more information on how Route 101 can improve your customer experience, reduce cost to serve and help your organisation to scale efficiently, get in touch.