HMLR Selects Route 101 for New Contact Centre Platform

HM Land Registry (HMLR) has selected Route 101 to deliver a new cloud-based contact centre platform.

The project will modernize HMLR’s existing contact centre environment, bringing voice, digital channels, analytics, workforce optimization and AI-assisted agent support together on a single platform.

The solution will support approximately 660 users across five sites and is intended to provide a more flexible environment for hybrid working and periods of high call demand.

Fiona Virtue, Head of Public Sector at Route 101, commented: “We’re proud to be partnering with HM Land Registry to modernize its contact centre, helping improve support for its customers while creating a platform that can continue to evolve with future needs.”

The platform will use NiCE CXone, Cognigy AI and Calabrio workforce management technology.

Security, resilience and compliance are also central to the solution, with the platform hosted in the UK and incorporating encrypted data protection, role-based access controls, continuous monitoring and resilient cloud infrastructure.

The contract was awarded following a competitive public sector procurement process, with Route 101 receiving the highest evaluation score.

Danielle Rodham, IT Service Delivery Manager at HM Land Registry, said: “We’re excited to partner with Route 101, whose in-depth knowledge of public services will help us deliver secure, responsive, efficient and digitally enabled services that meet the evolving needs of our customers, while giving our colleagues the tools they need to provide the highest levels of service.”

Author: Hannah Swankie

Reviewed by: Megan Jones