Route 101 has deployed NiCE CXone Mpower and Gamma connectivity across the Theo Paphitis Retail Group (TPRG).
The implementation brings together customer communication channels into a single platform designed to support more consistent and efficient service.
“This implementation is a fantastic example of what can be achieved through true collaboration and focus,” said Russell Attwood, CEO and Founder of Route 101.
“Delivering such a complex, multi-brand rollout in just six weeks, and ahead of the peak trading season, highlights both the agility of the NiCE platform and the strength of our partnership with TPRG.”
TPRG, which includes Boux Avenue, Ryman, and Robert Dyas, operates a multi-channel contact centre serving customers across its brands.
The group’s priority was to create a unified communication system that would provide clearer visibility of interactions, simplify the agent desktop, improve access to reporting and insights, and introduce functionality to support digital self-service and future developments.
Route 101 implemented NiCE CXone Mpower and Gamma connectivity to integrate voice, email, web chat, and social messaging within one system.
The project, which involved multiple integrations across three brands and was delivered ahead of the Christmas period, was completed in six weeks.
“The new platform has transformed how we support our customers. Our advisors now have everything they need in one place, which makes interactions faster and smoother for both our teams and our shoppers.
Route 101 guided us through every stage of the project, and their support throughout the rollout made the whole process feel straightforward. We’ve come out of it with a solution that works brilliantly across all of our brands,” said Rhian Thomas, Head of Customer Care, Theo Paphitis Retail Group.
For more information about Route 101 - visit the Route 101 Website
About Route 101
Route 101 is an award-winning technology systems integrator, delivering market-leading cloud contact centre and customer engagement software and solutions. Its products and services help clients to transform their customer engagement, support and empower their workforce, and boost their business operations. Find out more about Route 101
Author: Hannah Swankie
Reviewed by: Rachael Trickey
Published On: 9th Dec 2025
Read more about - Latest News, NiCE, NiCE CXone, Route 101
