Drive measurable improvements and understand the customer experience across every channel. Improve decision-making capability at all levels and boost employee productivity and customer satisfaction with our contact centre analytics solutions in the cloud.Book a discovery call
Understand how your customers interact with you with omnichannel analytics to pull information from every channel. Gain a live view of performance against SLAs and key metrics with real-time analytics. Easily identify areas for improvement to coach your agents and improve CSAT scores.
Unlock the power of your data. Share information across your whole team to make it easy for everyone to access the insights that matter and improve your contact centre operations with real-time performance dashboards, business intelligence and customer feedback surveys.
See how Shell Energy’s 1,400 agents used our platforms to reduce AHT by 50% and save £2 million in annualised operational costs.Read More
Social Energy needed a customer service platform which would enable them to scale quickly help them deal with complex queries across multiple channels.Read More
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.Read More
See how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.Read More
See how moving to the cloud meant Teign Housing's advisors could get a handle on multiple interaction channels.Read More
Longleat Enterprises get the most from Zendesk platform and introduce new self-service capabilities to manage demand.Read More
Belmond prioritises intelligent interaction routing and increased data insights with NICE CXone – implemented by Route 101.Read More
musicMagpie uses Zendesk and DigitalGenius to manage inbound contact and halve resolution times.Read More
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.Read More
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.Read More
Turn customer feedback into increased customer satisfaction with fast, simple surveys. Capture insights around customers, products, brand, and employee feedback and compare customer and agent perception on any interaction to ensure consistent support.
Benchmark data. Benchmark your contact centre data to identify areas for improvement.
Speech analytics. Use the power of AI to understand customer intent, automate call quality monitoring and improve the agent performance.
Sentiment analysis. Identify and act on customer sentiment through conversation tone and keywords.