Integrate your Contact Centre with Microsoft Teams

CCaaS + UCaaS

NiCE CXone Mpower are one of a very select group of vendors certified by Microsoft
Intuitive consolidated desktop for a simplified agent experience.
Faster resolutions with real-time collaboration. Resolve complex customer interactions by accessing experts anywhere in your organisation.
Better CX and stronger performance with streamlined collaboration and market-leading voice services.
Pre-built integration deploys in hours and scales with your business - meaning you can be more flexible and more agile.

MS Teams + your contact centre = seamless collaboration for better business results.

Boost agent productivity with embedded agent controls directly within Teams. Seamless access to full contact centre tools.
Faster service and higher first contact resolution with Directory and presence sync. It’s easy to find and connect with Teams users outside the contact centre.
Reduce dropped and abandoned calls with carrier-grade voice services delivered over a secure internet connection with Microsoft’s Direct Routing.
Give agents the apps and sites they need inside of Teams with customisable workspaces. Improve productivity and reduce AHT.

Customer Success Stories...

Route 101 supports Welsh broadband provider in creating a connected customer experience

Find out how Ogi transformed its contact centre operations with a unified cloud platform – delivering more personalised service, faster responses, and reliable communication.

Route 101 partners with leading UK retailer to transform customer support across three brands

Discover how the Theo Paphitis Retail Group implemented a unified, cloud-based contact centre solution in just six weeks – ready in time for the Christmas trading season.

Route 101 partners with a leading youth charity to expand access to help

Learn how Centrepoint implemented a flexible, multi-channel contact centre solution to improve service for vulnerable young people.

Route 101 helps leading rail service provider deliver smarter travel support across channels

Discover how South Western Railway replaced legacy systems and introduced self-service to simplify operations and improve satisfaction.

Global cruise line adopts AI-powered platform to expand digital service channels with Route 101

Learn how Carnival UK modernised guest communications and advanced its AI roadmap with a future-ready contact centre platform.

Bar and venue group achieves 97% answer rate and 50% more outbound calls with support from Route 101

Discover how The Revel Collective transformed customer communication across 60 venues with a scalable, insight-driven telephony solution.

Utilities company teams up with Route 101 to drive Gamma Horizon expansion

Route 101 and Wales & West Utilities partner to manage deployment across 46 sites and transition 635 users

Fleet rental specialist improves operations with a reliable service platform, maintaining continuity and avoiding disruptive outages

Fulcrum Automotive improves routing, reduces handle times, and unifies interactions with an all-in-one solution delivered by Route 101.

British bakery chain advances customer support with automation, chat, and an optimised help centre

Cooplands partners with Route 101 to refine its Zendesk platform, implement a Zendesk Messaging chat service, and improve self-service features.

Sports betting giant achieves 50% decrease in overall customer contact with Route 101’s help

Route 101 supports BoyleSports in improving customer satisfaction, expanding self-service capabilities, and streamlining support operations.

Organic farm and vegetable box delivery company transforms customer care with omnichannel and secure payment solutions

Route 101 helps Riverford unify contact centre technology with a streamlined solution that integrates systems, payment options, and a customer-first approach.

Prominent online tyre retailer in the UK teams up with Route 101 to revamp contact centre operations

Blackcircles improves automation, optimises workforce management, and introduces robust reporting to its contact centre with Route 101’s help.

UK food brand distributor partners with Route 101 to transform customer support with Zendesk solutions

All About Food elevates customer interactions with Route 101’s help and Zendesk Suite Professional across all channels.

Leading wholesaler of confectionary cuts first reply time by 90% with Zendesk

Route 101 helps Hancocks, the UK’s biggest supplier of wholesale sweets, slash response times from hours to minutes, and boost customer satisfaction.

Route 101 helps an events and exhibition venue to future-proof its customer services before a major international event

Route 101 supports ACC Liverpool in implementing Zendesk to allow its team connect more effectively with customers and serve across multiple channels.

Route 101 helps a rewards club to rebrand and relaunch the customer service estate with Zendesk

Learn how Virgin Red revamped the existing Zendesk platform to fully optimise its help centre and provide customers with self-serve capabilities.

UK’s automotive contact centre transforms technology set-up to drive operational improvements

Route 101 empowers Mitsubishi Motors UK to optimise its Zendesk instance and equips its team with expertise to manage and grow the platform.

Top UK payment provider works with Route 101 to modernise its contact centre and workforce management solutions

Dojo transforms its contact centre platforms and upgrades its WFM processes to deliver exceptional CX and drive growth with Route 101's assistance.

Government agency streamlines its casework management and maximises efficiency with Route 101's help

Route 101 implements Zendesk Suite Enterprise for efficient and automated management of customer service enquiries at PINS.

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 its operations.

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.

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

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

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.

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.

See More Customer Stories

Contact Centre for Microsoft Teams