Contact Centre CRM Integrations

Personalise customer interactions with CRM integrations

Deploy integrations to market leading CRM systems like Salesforce, Microsoft Dynamics, Oracle Service Cloud, ServiceNow, Zendesk, NetSuite and SugarCRM in hours, and scale them as your business needs evolve.

Empower agents with a 360-degree view of data from across the entire customer journey. Help your agents to deliver personalised interactions to make your customers feel valued and distinguish you from the competition.

Reduce your Average Handle Time (AHT) by providing your agents with all relevant customer information before the interaction begins.

Boost your agent satisfaction by empowering them to deliver better outcomes for your customers and your business.

Maximise your CRM ROI by using CRM data to improve and personalise customer interactions in your contact centre.

Key benefits of contact centre CRM integrations

Increase agent efficiency. Give your agents quick and easy access to the tools and information they need to do more in less time.

Streamline call handling with an integrated softphone and click-to-dial capabilities.
Improve your handle times by automatically delivering a holistic view of the customer’s history directly to your agent desktop so they can unlock the context behind interactions and determine the best course of action.
Reduce after-call work by automatically updating CRM records with contact centre interactions data.

What Our Contact Centre Customers Are Saying...

Leading Energy Provider Takes Customer Service to the Next Level with Omnichannel Customer Experience

See how Shell Energy’s 1,400 agents used our platforms to reduce AHT by 50% and save £2 million in annualised operational costs.

Energy Disruptor Launches Omnichannel Service in a Digital-First Environment

Social Energy needed a customer service platform which would enable them to scale quickly help them deal with complex queries across multiple channels.

Leading Retailer Improves Contact Centre Health and Achieves 10% Efficiency Savings

Holland & Barrett’s omnichannel service platform allowed them to handle a 500% increase in contact volume and launch a dedicated HR line for staff in <72 hours.

Health & Leisure Organisation Implements Cloud Contact Centre Technology to Support Flexible Working, Improve Stability & Increase Flexibility

See how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.

Registered Charity Move Their Interactions Handling to the Cloud - Whilst Empowering Advisors to Work Remotely

See how moving to the cloud meant Teign Housing's advisors could get a handle on multiple interaction channels.

UK Tourist Attraction Optimises The Help Centre and Transforms Customer Interactions

Longleat Enterprises get the most from Zendesk platform and introduce new self-service capabilities to manage demand.

Global Luxury Hospitality and Leisure Company Leverages Best-in-Class Platforms to Unify CRM and Contact Centre and Empower Personalised Customer Service

Belmond prioritises intelligent interaction routing and increased data insights with NICE CXone – implemented by Route 101.

E-commerce business uses ai-powered automation to resolve 2,000 tickets per week

musicMagpie uses Zendesk and DigitalGenius to manage inbound contact and halve resolution times.

BPO uses cloud contact centre software to double capacity during the pandemic

Teleperformance UK Group worked with Route 101 to implement NICE CXone - enabling the business to scale at speed and meet unprecedented levels of inbound demand.

Utilities Company Take the Next Step in their Service Journey, Delivering a Continuous Omnichannel Experience with Uninterrupted Operation

Route 101 help Wales & West Utilities take the next step in their service journey, deploying Lifesize CxEngage and Key IVR to deliver a continuous omnichannel experience with uninterrupted operation.

Equipment Rental Group Power Omnichannel Service in the Cloud with Route 101

Brandon Hire Station boost sales and CSAT with Route 101 and partners.

Online makeup and skincare retailer and subscription service fully automates 40% of its transactional queries

Beauty Pie work with Route 101 and Digital Genius to automate

See More Customer Stories

CRM Integrations