Inbound Telephony & Call Management in the Cloud

Inbound call management in the cloud

Enabling greater business efficiency, improved resilience, and significant cost savings

Using our cloud phone systems, Route 101 offer services for both geographic and non-geographic numbers, providing online access to a full range of call routing, monitoring and management tools. Empower your business – set up in minutes and enjoy feature-rich network services that are scalable, cost-effective and require no capital outlay.

Helping you to:

Handle high call volumes | Streamline call costs | Improve the caller experience

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Key features of our inbound telephony platform

Day of week routing and time of day routing	Pre-program your calls to route according to days of the week and route your calls based on the time of day your business operates. Create diversions and/or messages if outside your working hours.
Hunt groups	Create hunt groups within your call plans to route calls to specific agents.
Intelligent call diversion	Re-route calls if the primary destination is engaged or unanswered, including network error messages.
Call queuing	Queue your calls instead of customers receiving a busy tone. Play comfort messages whilst customers are on hold.
Voicemail	Send voicemails via email once a call has ended.
Call distribution	Load balance your calls across teams or sites.
IVR	IVR processed at a network level rather than on your site – allowing end users to select the appropriate service before being redirected to the relevant team/individual.
Call recording	Record calls for compliance, customer service, or audit purposes. With secure online access to file storage and retrieval of call details with comprehensive search filters to play, download, or delete calls according to predefined portal permissions.
Call reporting	Graphs and statistics can be scheduled to be sent to you from the portal.
DR planning	Create routing plans and switch between them instantly in a disaster recovery/business continuity situation by logging onto the portal and activating the required plan.
Administration	An account administrator can add new users and assign them access rights and specific numbers. Create profiles for additional users in an instant, and control who can see and change things within your account.

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

Ease of change and number porting

The Route 101 team have extensive experience with number porting and have successfully managed countless migrations. Whilst number porting projects can often be complex, we help to keep things simple.

We will:

Assign you a dedicated project manager who will manage lead times and ensure the correct details are submitted so you avoid delays.
Keep all parties updated and liaise with the technical resources to develop and continuously update a project plan.
Build and test your call plans, as well as communicating between service providers to keep things moving.
Ensure numbers are released at the right time and that the new port is activated successfully, so you get a smooth transition. We only proceed with a number port once you’ve validated the call flows and signed off, so no need to fear nasty surprises.
Help with the assembly and completion of the necessary Ofcom documentation and facilitate any further coordination between service providers.
Provide training if you want to manage your inbound portal internally.

Call routing and management made easy

Build an unlimited number of call plans according to your business operating hours and modify them in accordance with your changing business needs. Schedule call routing in advance according to business hours and call handling preferences, and use call divert options to maximise your call handling potential to deliver better customer service.
Queue incoming calls on a destination number to assist with call handling during busy periods. Use live queue statistics to monitor customer service and make instant changes in queue management and size with optional queue breakout and overflow preferences to an alternative destination, announcement, or voicemail service. Project onto a wallboard to give immediate feedback to call handling agents and their supervisors.
Easily-interpret inbound call statistics with graphs to help track calls and enhance marketing campaigns. Snapshot data provides you with results of call handling efficiencies and enables you to make informed decisions.

Inbound Telephony

Inbound call management in the cloud

Enabling greater business efficiency, improved resilience, and significant cost savings

Keep your existing telephone numbers, just switch your network

...and more

Build a better customer experience with our customer engagement tools

We can help with:

Omnichannel

IVR

Payment Solutions

Outbound

Self-Service

Sales Automation

Ideal for:

Key features of our inbound telephony platform

Day of week routing and time of day routing

Hunt groups

Intelligent call diversion

Call queuing

Voicemail

Call distribution

IVR

Call recording

Call reporting

DR planning

Administration