Payment Solutions for Contact Centres

Tokenisation

Tokenise a customer’s card and they will only need to provide card details once, saving time on regular payments and purchases. Card details aren’t stored anywhere outside of the issuing card company and all tokens will have a dedicated reference for every individual customer (i.e. policy number, customer name, customer number, phone number).

Recurring payments

With a range of payment frequencies, offering your customers a recurring payment plan is easy. Using a recurring payment plan instead of a direct debit means you can re-take failed payments, restarting the plan and avoids your customers incurring expensive failed direct debit charges.

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

Eliminate chargebacks

Eliminate chargebacks for ‘Card Not Present’ transactions, saving your business thousands of pounds. Verify customer identity in ‘Card Not Present’ (CNP) transactions using a secure URL link. Customers can securely and conveniently confirm their identity during the transaction via a secure link delivered by email, SMS or within a web chat – without disclosing sensitive information to agents.

Eliminate up to 100% fraudulent CNP transaction charges
Hosted in a secure PCI-DSS compliant environment
Negotiate better Payment Service Provider (PSP) and Gateway rates by moving from Mail Order/Telephone Order (MOTO) transactions to ECOM transactions
No hardware to upkeep and integrates with existing payment services
Dedicated reporting dashboard and agent login
Allows delivery to a 3^rd party address with a reduced risk of chargebacks

Outbound voice and SMS

An efficient way to reach your customers: mass deliver SMS and voice calls to chase payments, generate inbound payment calls to your agents and more.

Featuring:

SMS/Text Messaging

Send bulk SMS messages reminding/chasing/informing customers with a call to action. With completely editable text and the ability to personalise messages you can increase conversions and customer engagement with a call agent number or a click-to-pay web link.

Mini Dialler IVR

Save agent time with a mini dialler to distribute a pre-recorded message to customers or prospects. During the call, the contact can be transferred to an agent or a payment line.

Reach a larger audience and save agent time
Send thousands of messages per day
Self-service portal makes it easy to manage outbound campaigns
Easy to report on dead phone numbers for data cleansing
Automatically schedule call-backs at different times based on no-answer, engaged or answerphone detection
Competitive call and SMS pricing
Dynamic fields let you personalise message content to individual recipients

Click to pay

Make payments quicker and easier with a unique URL link for each recipient.

Increase payment conversion by producing a personalised SMS or email. Launch a mobile-friendly payment page with as much or as little customer information pre-filled – making it simple for customers to confirm payment details and complete their transaction.

Multiple dynamic fields to personalise message content
Integrates with your business systems to use customer reference details
Works on all web browsing devices

Payment Solutions

PCI compliant payment solutions for risk-free payment handling

Secure, omnichannel, automated payments

Improve the customer experience | Maintain data integrity | Stay ahead of the competition

Omnichannel payment solutions to exceed expectations

Reduce abandoned transactions

Cut Costs

Save time on chasing payments

Payment IVR solutions

Agent assisted payments