The latest news, industry updates and insights

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July 15th, 2021/ by Route 101

Reduce Self-Service Abandonment by Improving Containment

Keep your customers using self-service channels and reduce live interactions. Just 9% of customers using self-service channels are able to fully resolve their issue via self-service.

Omnichannel/ Customer Experience/ General
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July 7th, 2021/ by Route 101

Key Takeaways from the UK CSI July 2021

Taking a closer look at the state of customer satisfaction in the UK. Route 101 reviewed the July UK Customer Satisfaction Index (UK CSI), produced by The Institute of Customer Service. Here are some ...

Customer Experience/ Industry News/ General
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April 12th, 2021/ by Route 101

Conversational AI and Customer Service: What's Driving Adoption?

Why are organisations increasingly looking to implement Conversational AI and automation in their service strategy? 

Conversational AI
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April 12th, 2021/ by Route 101

Why Conversational AI for Customer Service?

Conversational AI makes it easy to provide automated self-service options for customers on web, mobile and voice channels. 

Conversational AI
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April 9th, 2021/ by Route 101

What is Conversational AI and How Does it Work?

When we talk about Conversational AI, we’re referring to an array of technologies including chatbots, virtual assistants, and conversational IVR. They are technologies that users can talk to. Conversa...

Conversational AI
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April 8th, 2021/ by Route 101

Route 101 Named NICE inContact EMEA Partner of the Year

Route 101 Named NICE inContact EMEA Partner of the Year Route 101 is delighted to have been named EMEA Partner of the Year by global CCaaS partner NICE inContact.

Press Releases
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February 25th, 2021/ by Route 101

Route 101 Named Gamma Platinum Partner

Route 101 Earns Platinum Partner Status with Communications Partner Gamma Route 101 is proud to announce new Platinum Partner status with telephony and communications partner Gamma.

Press Releases
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January 8th, 2021/ by Route 101

Route 101 Named Zendesk EMEA Partner of the Year

Route 101 are delighted to have been named Zendesk EMEA Partner of the Year. Announced on Thursday night during the Worldwide Partner Session, this award is a recognition of Route 101’s contribution t...

Press Releases
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September 23rd, 2020/ by Route 101

Is Poor CX Tech Holding You Back?

81.4% of boardrooms recognise CX as a competitive differentiator (Dimension Data), and yet, over half of organisations surveyed in the latest Contact Babel UK CX Decision Makers’ Guide 2019/20 reporte...

Customer Experience
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June 1st, 2020/ by Route 101

Route 101 Named Zendesk Master Partner

Route 101 are pleased to announce our new status as Zendesk Master Partner. As the highest tier achievable in the new Zendesk Partner Program, Master Partner badges can only be earned through strong a...

Press Releases
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