Unified Agent Desktop Solutions for Contact Centres

Make it simpler for agents to provide faster, better, more personalised service

Your agents spend a lot of their time logging in and out of different systems, cutting and pasting account numbers into different software tools, and moving between departments and data sources to solve customer problems. When systems don’t talk to each other, it’s hard to locate the information agents need to help your customers.

Ensure agents don’t have to switch between dashboards to view and track customer issues and deliver a full, customer-centric view of all interactions with a unified agent desktop solution. Agents can use the appropriate channels to address issues, without being restricted to the channel in which the customer originally made contact.

Unified agent desktop solutions to present a 360° view of the customer

Boost agent productivity and customer happiness with a complete view of the customer

Break down the silos between departments to make it easy for agents to deliver fast, personalised, holistic service.
Connect all your disparate data sources and make them easy to use as part of a native agent flow.
Capture the full customer interaction history across every channel – whether it’s a visit to a website, engagement with an email campaign, or a call to customer service.
Integrate information under a single “pane of glass” so your agents can see who your customers are and how they’re interacting with your business.
Identify, understand, and segment your customers for more personalised experiences.

Providing a holistic view of the customer

Did you know? 1 in 5 businesses has lost a customer due to incomplete or inaccurate data. (Dun & Bradstreet, 2019)

Give your customers the support they need by bringing together their data and delivering it directly to the agent workspace. Make it easier for your agents to find information and focus on delivering a brilliant customer experience.

Customers shouldn’t need to provide model numbers/loyalty numbers/serial numbers etc. just to get some help. Make it easy to interact with your business and personalise the experiences so your customers feel like more than a number.

Every interaction is a chance to provide a tailored experience. By presenting an integrated view of your product and customer data – pulled from various applications - your agents can provide the one-to-one service your customers expect.

What is a unified agent desktop?

Making it easy to integrate your CRM and your omnichannel communication channels.

£5.8bn is wasted each year on the time agents spend navigating between applications in the contact centre (Contact Babel 2020)

Help your agents to move away from having to access different systems for each channel by managing all customer interactions from one system.

Customer inquiries are placed into a universal queue and can be routed to the right agent based on skill, urgency, or type – rather than solely being prioritised based on channel type.

What does that mean for you?

It’s easier to deliver a more consistent level of service and give your customers a true channel choice. Once the enquiry reaches the desktop, your agents can see all information on the customer by drawing customer data from the CRM and presenting it on a single user interface alongside all other contact channels.

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

Expand your customer engagement eco-system to include back-office systems and processes

Every interaction is a transaction between your service team and your customers, and you need to be sure that the front and back ends of the process are helping to foster the type of relationships your customers demand.

Give your agents access to all necessary business systems – including accounting, marketing databases and ERP - through a single integrated desktop view; and make it easy for them to deliver the desired outcomes at the first interaction.

Aggregate data from relevant front and back-office databases in real-time and present it to your agents at logical points in the customer service process. Screen pop information to improve the speed and quality of service and make it easy to cross-sell and up-sell.

Unified Agent Desktop

Enable your agents to work seamlessly across channels, within a single user interface

More productive agents; happier customers - win-win

Make it simpler for agents to provide faster, better, more personalised service

Unified agent desktop solutions to present a 360° view of the customer

Boost agent productivity and customer happiness with a complete view of the customer

Providing a holistic view of the customer

What is a unified agent desktop?

What Our Contact Centre Customers Are Saying...

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

Energy Disruptor Launches Omnichannel Service in a Digital-First Environment

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

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

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

UK Tourist Attraction Optimises The Help Centre and Transforms Customer Interactions

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

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

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

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

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

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

Ensure interactions are part of a complete customer journey by pairing with proactive outbound communications

Expand your customer engagement eco-system to include back-office systems and processes

You may also be interested in:

Request a free, no obligation discovery call today

Understand more about how our team can offer trustworthy advice around the most advanced customer engagement solutions and key strategies to adopt for delighted customers

Our Products

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Bristol (HQ)

Unified Agent Desktop

Enable your agents to work seamlessly across channels, within a single user interface

More productive agents; happier customers - win-win

Make it simpler for agents to provide faster, better, more personalised service

Unified agent desktop solutions to present a 360° view of the customer

Boost agent productivity and customer happiness with a complete view of the customer

Providing a holistic view of the customer

What is a unified agent desktop?

What Our Contact Centre Customers Are Saying...

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

Energy Disruptor Launches Omnichannel Service in a Digital-First Environment

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

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

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

UK Tourist Attraction Optimises The Help Centre and Transforms Customer Interactions

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

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

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

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

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

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

Ensure interactions are part of a complete customer journey by pairing with proactive outbound communications

Expand your customer engagement eco-system to include back-office systems and processes

You may also be interested in:

Outbound

Omnichannel

Workforce Management

Request a free, no obligation discovery call today

Understand more about how our team can offer trustworthy advice around the most advanced customer engagement solutions and key strategies to adopt for delighted customers

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Our Products

Useful Information

Bristol (HQ)