Reduce First Response Time | Increase CSAT | Reduce Operational Costs | Unlock Critical Time in Customer Support
End-to-end case resolution of your common repetitive journeys without human intervention.
Manage surging volumes without worrying about hiring new agents by automating resolutions for your support tickets.
Resolutions are seamlessly enabled via APIs to your own back-end systems - drawing information and actions from these systems to resolve support tickets at speed. Connect with your customer service console and CRM to extract data, then train a neural network on your own historical customer service transcripts.
The AI can recognise how to resolve queries, from tagging and routing cases, to understanding the best answer in context.
Whilst your customers enjoy quicker responses and resolutions, your agents are free to focus on the more high-level, complex customer service. Unlock your service team's full potential, and enjoy happier, more productive and proactive agents.
A combination of AI and RPA - systems that are great alone, but remarkable together. Combining both intelligent and process-driven automation systems drives significant efficiencies.
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
Alongside full end-to-end automation, there's also an option for Guided Automation, to provide step-by-step resolution guidance directly on an agent's screen.
Boost agent capacity by up to 30%
With a selection of suggested actions and responses displayed within the agent dashboard, your service teams can reach resolutions in the most efficient manner.
Boost revenue and retention rates
Take your customer service beyond resolution of the customer query. Guide agents to continue customer interactions - all within the same interface.
In cases where full automation may not be appropriate, Guided Automation can incorporate an agent approval workflow before any communication is sent to an end user.