Route 101 Deploys Unified CX Platform for Ogi

Route 101 has successfully deployed an integrated CX solution for Ogi, Wales’s leading broadband provider.

The project brings Ogi’s contact centre channels together into a single platform, replacing a set of separate systems previously used for voice, email, and social media.

“The Route 101 team have been highly engaged and attentive, often investing additional time and effort outside of the original scope,” said Alexander Breverton, Director of Sales Operations, Retentions & Telesales at Ogi. “From pre-sales through delivery, Route 101 provided great service and attention to detail.”

The implementation combines NICE CXone Mpower, Gamma SIP connectivity, and Microsoft Dynamics CRM. Voice and digital interactions are now handled through one interface, enabling agents to access customer history more easily and manage enquiries more efficiently.

As a result of the deployment, Ogi has introduced unified reporting, streamlined social media management, and improved call routing. These changes have helped reduce customer wait times and support better first-contact resolution.

“We’re delighted to have supported Ogi in building a future-ready customer experience platform,” said Russell Attwood, CEO and Founder of Route 101. “By unifying channels and embedding smarter analytics, we’ve helped the team deliver exceptional service while preparing for the next stage of digital growth.”

You can read the full case study here.

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: Megan Jones