Route 101

The Route 101 Contact Centre Software is a cloud-based solution offered by Route 101 Ltd. According to the vendor, it aims to enhance customer interactions for businesses of all sizes. The software provides tools for managing customer engagement and improving satisfaction. It supports outbound contact strategies and offers interactive voice response (IVR) capabilities for self-service options. Additionally, the software includes PCI payment solutions for secure transactions.

The software also offers workforce engagement features, such as workforce management (WFM) tools for efficient scheduling and resource allocation. According to the vendor, it provides quality management features to monitor and improve agent performance. Performance management tools are available for setting goals and tracking agent performance. The software also includes gamification features to motivate and engage contact centre agents.

In terms of integrations, the Route 101 Contact Centre Software can integrate with CRM systems to streamline customer data and improve agent efficiency. It also supports integration with Unified Communications as a Service (UCaaS) platforms. According to the vendor, the software provides RESTful APIs for easy integration with other applications and systems.

Analytics capabilities are also offered by the software. It provides real-time analytics for monitoring contact centre performance and reporting capabilities to track key metrics and generate insights. The software includes customer satisfaction surveys for gathering feedback and measuring customer experience. Additionally, it offers speech and sentiment analysis to understand customer sentiment and identify trends.

The Route 101 Contact Centre Software is designed to be scalable and flexible, allowing businesses to easily adapt to changing demands. It supports businesses of various sizes, locations, and communication channels. According to the vendor, the software eliminates the need for hardware, enabling businesses to get up and running quickly. This can also help reduce unnecessary costs by eliminating on-premise hardware and maintenance expenses.

Business continuity is another key feature of the software. It simplifies disaster recovery and business continuity planning with its resilient data centre architecture. The software ensures accessibility and availability with its multi-tenant architecture and strict service level agreements (SLAs). According to the vendor, running the contact centre software in the cloud provides stability and reliability.

Lastly, the Route 101 Contact Centre Software offers frictionless updates. According to the vendor, the software enables automatic updates without disruption. This ensures that businesses are always up-to-date with the latest features, security enhancements, and technology advancements.