Bristol, 9th September 2025 - Route 101, a leading technology systems integrator and cloud contact centre specialist, has announced the successful deployment and operation of its Amazon Connect service with premium bar and pubs operator The Revel Collective. The project has already transformed customer communications, driving a rise in call answer rates up to 97% from 50% previously.
The Revel Collective, which operates 60 venues nationwide under brands including Revolution, Revolución de Cuba and Peach Pubs, had been facing challenges in managing high volumes of bookings and enquiries across multiple locations. Seasonal peaks and fluctuating demand made it difficult to deliver consistent, high-quality guest experiences.
Route 101 implemented a scalable, cloud-based telephony system using Amazon Connect to centralise all incoming calls for the Group’s bar brands, routing them efficiently to contact centre agents who could deliver a streamlined and consistent customer experience across all bars. The solution also included automated voicemail transcription and email alerts for efficient follow-up; smart call routing via a mini IVR to direct queries effectively; and comprehensive reporting tools to enable performance tracking and informed decision-making.
Delivered in just four weeks, the solution has driven clear improvements to the customer experience, including:
- Significantly improved answer rates, consistently averaging between 95% and 97%, up from 50% previously.
- Average handle time reduced by one minute and queue times reduced by 40 seconds.
- Call volumes dropped by 30% due to an increase in ‘first-time’ resolutions.
- Outbound calls by agents increased by 50%, driven by the improved performance tracking and accountability.
"Thanks to the solution delivered by Route 101, we have been able to implement situational-based training using call recordings and live examples, significantly enhancing our team’s development,” said Jodie Forsyth, Head of Sales – Bar Brands, The Revel Collective. “The system has also played a crucial role in managing the performance of our new team by allowing us to monitor agent status and access detailed insights on individual calls, including call duration and recordings."
“We’re thrilled to see the tangible impact our solution has had for The Revel Collective,” said Russell Attwood, CEO and Founder of Route 101. “This project is a great example of how cloud technology, implemented quickly and effectively, can transform operations and deliver real business value."
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The full case study can be downloaded here. For more information about Route 101 and its services, visit www.route101.com or reach out to the team directly via info@route101.com.
About Route 101
Route 101 is an award-winning technology systems integrator, delivering market-leading cloud contact centre and customer engagement software and solutions. Its products and services help clients to transform their customer engagement, support, empower their workforce, and boost their business operations. A supplier to global organisations, and some of the IK’s biggest brands, Route 101 specialises in the implementation and support of true cloud transformation solutions, having built strong relationships with leading technology vendors.
The Route 101 team works tirelessly to deliver exceptional standards of support to its customers.The quality of the solutions offered, the strength of partner and customer relationships, and the emphasis on quality service means Route 101 continues to act as a disruptor within the contact centre and CX technology space.
About The Revel Collective
The Revel Collective, formerly Revolution Bars Group plc, is a UK-based operator of premium bars and pubs. It boasts a diversified portfolio of brands including Revolution, Revolucion de Cuba, Peach Pubs, and Founders & Co. The company manages a total of 62 venues, comprising 40 bars and 22 pubs.
About Amazon Connect (AWS)
AWS is the world’s most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centres globally. Millions of customers - including the fastest-growing startups, largest enterprises, and leading government agencies - are using AWS to lower costs, become more agile, and innovate faster
