The latest news, industry updates and insights

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March 26th, 2020/ by Route 101

Maintaining Business Continuity for Our Customers

If your organisation is currently struggling with continuing to serve customers whilst your agents (and everyone else) are in lockdown, you are not alone. This is a hard, scary time for all of us – an...

Customer Experience/ Cloud Technology
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January 9th, 2020/ by Route 101

NICE inContact and Zendesk Partner to Power Customer Experiences

Route 101 can now deliver a joint NICE inContact and Zendesk solution, with the recent announcement of a deeper integration between the two platforms.

Press Releases/ Cloud Technology
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August 22nd, 2019/ by Route 101

5 Questions to Ask Your Future Communications Provider

We get it – you’re constantly under pressure to improve your customer service, reduce your IT overheads and increase efficiency. Frequently, organisations are expected to do all the above with fewer r...

Cloud Technology
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March 25th, 2019/ by Route 101

Why the Modern Enterprise is Investing in UC in the Cloud

As the next generation enters the workforce, they naturally gravitate towards employers that can embrace flexible and remote work options – and the tools that enable it. 

Cloud Technology
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March 19th, 2019/ by Route 101

UC in a Regulated Environment

Why UC in the Cloud? Unified Communications tools offer major benefits to businesses. With a UC system in place, employees become more collaborative, more efficient and happier. In most cases, cloud t...

Cloud Technology
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February 8th, 2019/ by Route 101

15 Top Tips To Deliver the ULTIMATE Customer Experience

1. Put your customers’ needs FIRST

Customer Experience
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January 14th, 2019/ by Route 101

CRM & Contact Centre Technology Integration

The Beginner's Guide to CRM and Contact Centre Technology Integration First things first – why should you integrate your CRM with your contact centre? Intelligent Call Routing If your contact centre i...

Call Centre Technology/ Cloud Technology
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September 18th, 2018/ by Route 101

Embracing Digital Disruption in the Cloud

The digital transformation and cloud revolution presents an opportunity for utilities providers to enhance their customer service, boost operational efficiency and improve workforce management.

Customer Experience/ Cloud Technology
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July 25th, 2018/ by Route 101

Improving the Customer Journey: Chatbots

Many of the organisations we speak with are facing the same challenge: how to involve chat bots in the customer journey in a way that actually benefits the customer?

Omnichannel/ Customer Experience
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July 13th, 2018/ by Route 101

Multichannel vs Omnichannel: What is the difference?

Your customers expect it to be simple to get in contact with you. They just want to complete their purchase or answer their question as quickly as possible. They aren't interested in trying to work ou...

Omnichannel/ Customer Experience