List of Route101 Workforce Engagement Customers
Hambrook, BS16 1QG,
United Kingdom
Since 2010, our global team of researchers has been studying Route101 Workforce Engagement 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 Workforce Engagement for Employee Engagement 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 Workforce Engagement for Employee Engagement include: Theo Paphitis Retail Group, a United Kingdom based Retail organisation with 4000 employees and revenues of $390.0 million, Hyperoptic, a United Kingdom based Communications organisation with 1522 employees and revenues of $83.0 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 Workforce Engagement, 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 Workforce Engagement 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 Workforce Engagement | Employee Engagement | 2024 | Route 101 | In 2024, Blackcircles.Com engaged Route 101 to implement Route101 Workforce Engagement, an Employee Engagement application for its UK contact centre. The engagement focused on workforce management, reporting and agent experience to reduce manual tasks and improve scheduling and ticket and call handling. Route101 Workforce Engagement was configured to deliver forecasting, automated scheduling and real-time dashboards, with explicit Calabrio WFM implementation to support demand forecasting, intraday adjustments and schedule optimisation. Functional capabilities implemented included forecasting and planning, schedule generation, agent-facing experience improvements and configurable analytics for operational reporting. The deployment integrated Calabrio WFM with Zendesk for ticket handling, Gamma Horizon for telephony event signalling and Geckoboard for visualizing real-time KPIs, creating end to end data flows between scheduling, ticket queues and telephony. Architecture linked Route101 Workforce Engagement to contact centre telemetry and workforce data sources to enable synchronized forecasting, adherence monitoring and live dashboards. Route 101 led the rollout and established governance around forecasting cadence, schedule ownership and reporting responsibilities, while reworking contact centre workflows to remove manual scheduling tasks. The implementation explicitly targeted reduced manual effort and improved scheduling and ticket and call handling, aligning workforce management with operational reporting and agent experience. | |
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Hyperoptic | Communications | 1522 | $83M | United Kingdom | Route101 | Route101 Workforce Engagement | Employee Engagement | 2023 | Route 101 | In 2023 Hyperoptic deployed Route101 Workforce Engagement in its contact centre in Serbia, working with Route 101 and Calabrio to introduce Employee Engagement capabilities for contact-centre workforce planning and operations. The deployment of Route101 Workforce Engagement emphasized automated forecasting, improved scheduling, and real-time agent insights to support planning and operational flexibility. The implementation delivered core workforce engagement modules, including automated forecasting engines, schedule optimization and adherence tracking, and real-time agent monitoring and reporting. Route101 Workforce Engagement was configured alongside a full Calabrio implementation, and agent training was delivered as part of the program to operationalize new scheduling and monitoring workflows. Integrations were explicit with Calabrio for workforce management and with Route 101 as the implementation partner, aligning Route101 Workforce Engagement with contact-centre operational tooling. Operational coverage targeted contact-centre operations, workforce planning teams, and agent coaching functions at Hyperoptic’s Serbia site, enabling planner dashboards and agent-facing real-time insights. Governance included structured rollout activities and training described in a Route 101 WEM webinar, with process changes to forecasting and scheduling workflows to embed the new capabilities. The engagement reported measurable improvements in planning and flexibility for the contact-centre workforce as part of the documented outcomes. | |
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Theo Paphitis Retail Group | Retail | 4000 | $390M | United Kingdom | Route101 | Route101 Workforce Engagement | Employee Engagement | 2025 | Route 101 | In 2025, Theo Paphitis Retail Group implemented Route101 Workforce Engagement as part of a NiCE CXone Mpower deployment delivered by Route 101. Route101 Workforce Engagement is classified as Employee Engagement and was applied across the group's UK retail brands to strengthen contact center and customer service operations. The deployment is described publicly as unifying multichannel contact handling to simplify agent workflows ahead of peak trading season. The NiCE CXone Mpower rollout consolidated voice, email, chat and social messaging into a single agent desktop, reducing channel fragmentation and centralizing interaction logging. Route101 Workforce Engagement was configured to expose workforce engagement capabilities within that unified desktop, aligning standard Employee Engagement workflows such as scheduling visibility, adherence monitoring, agent performance dashboards and coaching support. Configuration emphasized real time reporting and a simplified agent interface to speed customer handling. Integrations focused on channel consolidation into the CXone platform and feeding interaction and performance data to the agent desktop and reporting layers. Operational coverage explicitly targeted contact center teams across Theo Paphitis Retail Group UK retail brands, impacting customer service and store support functions. The implementation architecture centers on CXone as the interaction hub with Route101 Workforce Engagement surfaced as the workforce and agent experience layer. Route 101 led the implementation and timed the rollout prior to peak trading, with governance oriented toward desktop standardization, centralized reporting and operational alignment of contact handling processes. The public case summary identifies improved reporting and customer handling as outcomes of the deployment. No prior vendor replacement language is used in the public description. |
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