List of Route101 Cloud Contact Centre Customers
Hambrook, BS16 1QG,
United Kingdom
Since 2010, our global team of researchers has been studying Route101 Cloud Contact Centre customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Route101 Cloud Contact Centre for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Route101 Cloud Contact Centre for Call Center include: Teleperformance United Kingdom, a United Kingdom based Professional Services organisation with 8000 employees and revenues of $300.0 million, Irish Revenue Commissioners, a Ireland based Government organisation with 7033 employees and revenues of $150.0 million, Hancocks United Kingdom, a United Kingdom based Distribution organisation with 453 employees and revenues of $134.0 million, Blackcircles.Com, a United Kingdom based Automotive organisation with 59 employees and revenues of $69.5 million and many others.
Contact us if you need a completed and verified list of companies using Route101 Cloud Contact Centre, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Route101 Cloud Contact Centre customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Blackcircles.Com | Automotive | 59 | $69M | United Kingdom | Route101 | Route101 Cloud Contact Centre | Call Center | 2024 | Route 101 | In 2024 Blackcircles.Com deployed Route101 Cloud Contact Centre in the Call Center category with Route 101 as the implementation partner. The program focused on modernising customer service and CRM workflows across the UK contact centre and consolidating ticketing, telephony and workforce management capabilities into a unified cloud contact centre layer. Route101 Cloud Contact Centre was configured around Zendesk Support Enterprise for ticketing and case management, Calabrio WFM for workforce management and Gamma Horizon telephony for voice routing, with Geckoboard used for operational reporting. Configuration work included automated task routing and ticket-to-call linkage, workforce scheduling and adherence workflows, and data feeds for dashboarding to improve agent visibility and shift planning. Automation of routine tasks and tighter ticket-call correlation reduced manual handoffs and standardized handling patterns. The Route101 Cloud Contact Centre implementation integrated Zendesk Support Enterprise, Calabrio WFM, Gamma Horizon telephony and Geckoboard reporting to orchestrate interactions and operational metrics. The architecture used a cloud hosted contact centre layer to centralize interaction routing, WFM signals and analytics feeds, enabling near real time dashboards and reporting across channels. Data flows were established to surface ticket and call performance into Geckoboard and to feed WFM schedules from Calabrio into agent routing logic. Governance and process changes targeted customer service, CRM and WFM processes, with Route 101 supporting rollout and configuration governance across the UK contact centre. The project delivered reduced manual work, improved ticket and call handling and enhanced reporting visibility as explicit outcomes. Ongoing operational scope centers on contact centre agents, workforce planners and service managers using unified ticketing, telephony and WFM capabilities. | |
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Hancocks United Kingdom | Distribution | 453 | $134M | United Kingdom | Route101 | Route101 Cloud Contact Centre | Call Center | 2024 | Route 101 | In 2024, Hancocks United Kingdom implemented Route101 Cloud Contact Centre, deploying a Call Center application to optimize customer service operations. Route 101 acted as the implementation partner to reengineer the Zendesk-based contact centre and deliver a cloud-first agent environment. The engagement delivered a custom Zendesk app and an API integration between Zendesk CRM and Hancocks ERP, enabling agents to view orders and resolve queries from a single interface. Implemented capabilities included a unified agent desktop, API-driven order lookup, ticket context enrichment from CRM data, and workflow automation to reduce manual reconciliation tasks. Operational coverage focused on retail and customer service teams within Hancocks United Kingdom, consolidating inquiry handling into the Route101 Cloud Contact Centre for frontline agents. Governance and process changes emphasized standardized agent workflows and routing rules, with rollout coordination between Route 101 and Hancocks service operations. The deployment produced faster response times, dramatically reduced first reply times, reduced manual processes, and improved agent productivity. | |
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Irish Revenue Commissioners | Government | 7033 | $150M | Ireland | Route101 | Route101 Cloud Contact Centre | Call Center | 2020 | n/a | In 2020, the Irish Revenue Commissioners implemented Route101 Cloud Contact Centre, a cloud-hosted platform in the Call Center category. The Route101 Cloud Contact Centre was deployed to centralize customer-facing communications for taxpayer and customs support across Revenue operations in Ireland, consolidating inbound voice handling and scripted agent workflows for an organization of roughly 7,033 employees. Configuration emphasized standard Call Center functional modules, including automatic call distribution, interactive voice response, skills-based routing, omnichannel queuing, call recording, and real-time monitoring and reporting. The Route101 Cloud Contact Centre was configured with agent desktop routing, supervisor dashboards, and scripted interaction guides to standardize citizen-facing responses and support compliance-oriented call handling. Governance focused on centralized contact operations with defined escalation workflows, recorded interaction retention for audit and regulatory requirements, and supervisor-led quality assurance processes. Rollout followed a phased operationalization approach to align agents and supervisors to new workflows and shift schedules, positioning the Route101 Cloud Contact Centre to support business functions such as taxpayer support, collections intake, and correspondence triage. | |
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Professional Services | 8000 | $300M | United Kingdom | Route101 | Route101 Cloud Contact Centre | Call Center | 2020 | Route 101 |
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