Unified Communications as a Service (UCaaS) Integrations for Contact Centres

Unified Communications as a Service (UCaaS) integrations

Unified communications integrations with your contact centre software

Connect your contact centre to leading unified communications tools, and bring your platforms together in a single, unified agent interface. Help your agents to get connected in minutes with leading UC platforms like Microsoft Teams, Fuze, and more. Access the contact centre agent desktop, video, softphone, collaboration, chat, employee information and file management from within a single agent view with pre-built adapters that seamlessly integrate your UC tools and your contact centre interface.

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UCaaS integrations to connect your workforce

With synchronised presence and instant engagement, help agents collaborate internally. Make it simple for them to show as unavailable for contact handling – resulting in reduced average hold time and improved CSAT scores.

Reduce agent distractions by providing a unified interface that integrates directly into their contact centre desktop.
Automatically synchronise presence information and ensure that agent availability is consistent and consolidated across UCaaS and your contact centre.
Support informal agents by enabling them to handle customer contacts in a structured, fully integrated manner. Route calls to informal agents anywhere, on any device and track and report on contacts routed to employees outside the contact centre.
Enable agents to reach out to subject matter experts anywhere in your organisation, in real time, to resolve increasingly complex customer interactions.
Simplify implementation and maintenance with pre-built integrations that are ready to deploy and can scale seamlessly as your requirements change.

What our contact centre customers are saying...

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.

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.

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

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

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.

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.

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UCaaS Integrations