Route 101 is a customer and workforce engagement specialist. The team has over 20 years of experience in contact centre technology, processes and requirements.
Combining industry-leading communications and contact centre platforms, we provide the tools to help businesses deliver exceptional customer experience and empower their workforce. Our team assumes end-to-end responsibility for projects, from conception, through implementation and delivery, to ongoing management and support.
We work with market-leading technology vendors to make customer interaction handling simple and effective.
- Route 101 can help you: Improve customer service and & CSAT
- Ensure compliance and reliability
- Increase revenue
- Increase employee engagement and reduce attrition fees
- Reduce operational costs
- Future-proof the contact centre
- Scale to meet demand without hiring more staff
Through:
AI & Automation solutions including conversational chatbots, intelligent assistants and Robotic Process Automation (RPA). This reduces time, cost, and decreases the manual handling of low complexity, high volume interactions and processes. This makes finding answers fast and intuitive with a responsive help centre and leverages next generation AI bots and intelligent voice automation to free up agent time.
Customer Engagement solutions also help you connect with your customers and deliver consistent, personalised experiences throughout each journey and across all channels and touchpoints. This increases customer satisfaction and retention ratings, serves customers on their channels of choice, delivers personalised customer experiences and boosts customer loyalty and retention. Self-service solutions also offer faster, more cost efficient customer service, so you can help your customers to help themselves whilst enabling agents to deliver personalised experiences.
In addition, Workforce Engagement tools are used to deliver agile resourcing, accurate forecasting, making it easy to empower and retain employees, and gives real-time insights to enable confident, data driven decisions.
UCaaS solutions are also used to deliver highly collaborative workforce solutions and integrate technology like Microsoft Teams with your contact centre platforms. This helps your teams connect and collaborate from anywhere, on any device. Route 101 can help to get your employees working together and make sharing information easy.