Customer Insights & Speech Analytics Software for Contact Centres

Our speech, text and voice analytics software helps you to:

Analyse 100% of interactions and enable proactive issue resolution.
Increase results across all contact centre channels by gaining visibility into the performance of your digital channels. Systematically target your business KPIs and create real improvement that sticks.
Develop specific coaching and training topics for agent improvement and provide transparency and accountability with data access.
Detect non-compliant actions in near real-time and resolve them proactively before issues escalate

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.

See More Customer Stories

Customers these days use just about every channel available, and it can be hard for contact centres to track every channel and make sense of it

Use our AI powered speech and text analytics tool to analyse every customer interaction across the full customer journey. Uncover insights that impact both the customer and the agent and analyse all omnichannel interactions within a single view – no need for a data analyst!

Go beyond monitoring basic metrics and KPIs with analytic insights to identify areas to improve. Learn which channels your customers prefer for resolving issues, and which issues take the most work to resolve.

Natural language and sentiment analysis

Qualitatively track trends and satisfaction drivers.
Provide insights to identify root causes of issues and reduce service volume.
Detect compliance issues.

See what is driving conversational trends and patterns using natural language capabilities. Quickly understand sentiment trends related to channels, teams, agents, skills, and products.

Go beyond positive or negative sentiment to detect emotions - such as frustration - as a predictor of NPS and agent performance measurement. Emotions like frustration can change throughout a call, and significantly impact the outcome.

See the root cause of frustration and use that information to find new, emerging issues, identify customers who may be a retention risk, and coach agents.

Create rule logic to better track agent performance and detect the occurrence or absence of key phrases to ensure agent compliance.

Why does your contact centre need speech analytics?

Speech analytics software enhances your quality management processes.

It can provide a full picture of your customer interactions and empower you with the knowledge to make informed decisions. Speech analytics software enables you to “listen” to and analyse every interaction, identify performance improvement opportunities, and get real-time insights from customers to understand how to improve specific interactions.

This means you can expand your sampling without expanding your resources, focus those resources on what matters, and improve your general business processes. Speech analytics also makes it simple to understand why your customers are contacting you and build better hiring profiles based on your customer needs.

Efficient and effective quality management
Complete visibility into every conversation
Drive customer-centric decision making

Customer Insights

Customer insights and speech analytics software

Speech, voice and text analytics software to: