Be where your customers are and deliver personalised, contextualised experiences every time. Connect customers to the right agent across any channel. Blend inbound and outbound omnichannel interactions, increase agent utilisation, and enable proactive outreach to your customers with our omnichannel customer service solutions in the cloud.
Book a discovery callDeploy agents anytime, anywhere, and implement routing and self-service artificial intelligence (AI) chatbot and voice portal changes at speed.
Digital:
30+ native digital channels, including email, web chat, messaging, mobile apps and social media.
Voice:
Inbound, outbound, and blended.
Work item routing:
for cases, fax, and direct mail.
Make it easy for customers to engage with your business, where and when it's right for them.
Voice |
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Web chat |
Social media |
Messaging |
Social monitoring |
Inbound voice |
Inbound email |
Advanced chat |
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Twitter direct messages |
Google Play |
Outbound voice |
Manual outbound email |
Proactive chat |
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Facebook messenger |
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Interactive Voice Response (IVR) |
Agentless outbound email |
Automated chat (chatbot) |
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Apple business chat |
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Callback |
Co-browsing |
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Inbound SMS |
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Voicemail |
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Outbound SMS |
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Line |
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 MoreSocial Energy needed a customer service platform which would enable them to scale quickly help them deal with complex queries across multiple channels.
Read MoreHolland & 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 MoreSee how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.
Read MoreSee how moving to the cloud meant Teign Housing's advisors could get a handle on multiple interaction channels.
Read MoreLongleat Enterprises get the most from Zendesk platform and introduce new self-service capabilities to manage demand.
Read MoreBelmond prioritises intelligent interaction routing and increased data insights with NICE CXone – implemented by Route 101.
Read MoremusicMagpie uses Zendesk and DigitalGenius to manage inbound contact and halve resolution times.
Read MoreTeleperformance 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 MoreRoute 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 MoreBrandon Hire Station boost sales and CSAT with Route 101 and partners.
Read MoreBeauty Pie work with Route 101 and Digital Genius to automate
Read MoreSkills-based omnichannel routing to deliver a universal queue for 30+ channels
A predictive dialler to make connecting with your customers easier
Connect with more customers in less time with continuously updated dialling lists and predictive dialling.
Get the most revenue out of your dialling lists and handle destinations through serial record recovery.
Communicate proactively through low cost channels like SMS and agentless dialling, reducing the need for inbound calls.
Create one experience for agents with a unified desktop.
Stay up-to-date with the changing compliance landscape with expert services to define your compliance needs and reach your goals.
Outbound SolutionsDeliver answers automatically and easily handle the simple, repetitive questions – so your team can focus on the questions or tasks that require more time, troubleshooting, or a personal touch.
Avoid a frustrating customer experience with a clear omnichannel strategy.
When channels are served by different agents using different systems, customers are forced to explain their issue – and every step they’ve already taken to resolve it – to everyone they reach in your organisation. Understandably, this creates unhappy customers.
Follow interactions from start to finish with omnichannel solutions that keep conversations connected through a central hub and shared history.
Build powerful integrations and easily bring in customer communications from internal, proprietary, and outside tools, or from ratings and review sites like Yelp, Reddit, or other social media sites.
Cross-channel conversation history make it simple to see the big picture, while your agents can still easily access details of a specific customer interaction.
Route 101 Ltd.
The Conifers, Filton Rd
Hambrook
Bristol BS16 1QG
All Rights Reserved / Route 101 Ltd. / Company Registration Number 08325675