ROUTE 101 LIMITED

Route 101 Cloud Contact Centre Implementation and Support Services

Contact centre and customer experience consultancy, design, implementation, training, testing, ongoing support, and optimisation services for NICE CXone, Zendesk, Calabrio, Gamma, Omilia, Amazon Connect, PolyAI, Sycurio, Key IVR and PCI Pal. We help to ensure our clients get the maximum value from the solutions we provide.

Features

• Consultancy, design, implementation, training, support and optimisation services
• 24 x 7 x 365 support
• NiCE, Zendesk, Gamma, Calabrio, AmazonConnect, Omilia, PolyAI, Sycurio, KeyIVR, PCIPal
• Experienced, accredited engineers
• Direct, rapid access to vendor support as required
• Ongoing optimisation, roadmap and continuous service improvement sessions
• Multiple vendor awards, accreditations and certifications
• Online portal access to track and monitor tickets
• Single support provider for multiple technology platforms
• Multi-channel support via web, phone and email

Benefits

• Single point of call for all your software support needs
• Round the clock support for your critical customer service environment
• Peace of mind support from accredited experts
• Flexibility in how you raise support tickets with us
• Online portal allows you to monitor progress of your activities
• Save time; let Route 101 liaise with vendors for you
• Continued optimisation to ensure you maximise your solution
• We offer value-add expertise across a broad technology portfolio
• We champion our customers within our technology vendors

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidteam@route101.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

386676488338202

Contact

Route 101 Bid Team
03330 110 400
bidteam@route101.com

About the service

• Service categories:

  Cloud Support Services

  Set Up and Migration

  • Data auditing and organising
  • Data/information structure design
  • Engagement and communication planning
  • Project management and governance
  • Service optimisation/right sizing
  • Mobilisation coordination
  • Other

Service scope

• Service constraints: As the cloud software platforms we provide are web-based with no onsite equipment required, our support is provided remotely. Route 101 can support severity 1 and 2 issues on a 24 x 7 x 365 basis, with all other severity tickets handled in working hours between 8.30 and 5.30, Monday to Friday, excluding Bank Holidays. If enhanced support beyond these parameters is required then we will factor that into the service delivery model we provide to you.

User support

• Email or online ticketing support: Yes
• Support response times: Customers can log issues by phone, email or online portal. For higher severity issues, we ask that issues are raised directly by phone. Response times are dependent on severity, agreed Service Level Agreement and service delivery model chosen. Our standard technical response time for Severity 1 issues is 30 minutes, with an internal target of 15 minutes, and this is on a 24 x 7 x 365 basis. Response times differ at weekends and out of office hours only for lower severity issues.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Route 101 has received multiple vendor certifications and partner awards both as a business and the individuals we employ. As such, we provide our own in-house implementation and support services from our team of accredited engineers. Our support services range from 24 x 7 x 365 to a typical work week of 8.30 to 5.30, Monday to Friday, excluding Bank Holidays. ; ; Through our customer-assisted deployment methodology and the training services we provide, our aim is to ensure customers are self-sufficient in the day-to-day management of their solution. As a result, our support packages are designed to suit differing needs, from a lighter touch service to a fully managed service with access to technical account management.; ; We continue to proactively support our customers throughout the duration of the contract, helping them to optimise the system and their usage of it, in order to achieve their business goals. We provide either monthly or quarterly update and review sessions to help keep the service in good shape, to advise of any new releases, and to review the service received.

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: NiCE, Zendesk, Gamma, Calabrio, AmazonConnect, Omilia, PolyAI, PCIPal, Sycurio, KeyIVR

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Pricing

• Discount for educational organisations: No

Architecture roles

Business architect

Role level	UK Rate	Offshore Rate
Trainee business architect	£800.00	£720.00
Associate business architect	£900.00	£810.00
Business architect	£1,100.00	£990.00
Lead business architect	£1,350.00	£1,215.00

Enterprise architect

Role level	UK Rate	Offshore Rate
Enterprise architect	£1,100.00	£990.00
Senior enterprise architect	£1,350.00	£1,215.00
Lead enterprise architect	£1,350.00	£1,215.00
Principal enterprise architect	£1,600.00	£1,440.00

Network architect

Role level	UK Rate	Offshore Rate
Associate network architect	£900.00	£810.00
Network architect	£1,100.00	£990.00
Lead network architect	£1,350.00	£1,215.00

Security architect

Role level	UK Rate	Offshore Rate
Security architect	£1,100.00	£990.00
Lead security architect	£1,350.00	£1,215.00
Principal security architect	£1,600.00	£1,440.00

Solution architect

Role level	UK Rate	Offshore Rate
Associate solution architect	£900.00	£810.00
Solution architect	£1,100.00	£990.00
Senior solution architect	£1,350.00	£1,215.00
Lead solution architect	£1,350.00	£1,215.00
Principal solution architect	£1,600.00	£1,440.00

Technical architect

Role level	UK Rate	Offshore Rate
Associate technical architect	£900.00	£810.00
Technical architect	£1,100.00	£990.00
Senior technical architect	£1,350.00	£1,215.00
Lead technical architect	£1,350.00	£1,215.00
Principal technical architect	£1,600.00	£1,440.00

IT operations roles

Business relationship manager

Role level	UK Rate	Offshore Rate
Business relationship manager	£1,100.00	£990.00
Senior business relationship manager	£1,350.00	£1,215.00
Lead business relationship manager	£1,350.00	£1,215.00

Change and release manager

Role level	UK Rate	Offshore Rate
Configuration analyst	£900.00	£810.00
Change and release analyst	£900.00	£810.00
Change and release manager	£1,100.00	£990.00

IT service manager

Role level	UK Rate	Offshore Rate
IT service analyst	£900.00	£810.00
IT service manager	£1,100.00	£990.00
Senior IT service manager	£1,350.00	£1,215.00
Head of IT service management	£1,850.00	£1,665.00

Incident manager

Role level	UK Rate	Offshore Rate
Incident manager	£1,100.00	£990.00
Major incident manager	£1,350.00	£1,215.00

Problem manager

Role level	UK Rate	Offshore Rate
Problem analyst	£900.00	£810.00
Problem manager	£1,100.00	£990.00

Service desk manager

Role level	UK Rate	Offshore Rate
Service desk analyst	£900.00	£810.00
Senior service desk analyst	£1,000.00	£900.00
Service desk manager	£1,100.00	£990.00
Head of service desk	£1,850.00	£1,665.00

Service transition manager

Role level	UK Rate	Offshore Rate
Service acceptance analyst	£900.00	£810.00
Service readiness analyst	£900.00	£810.00
Service transition manager	£1,100.00	£990.00
Lead service transition manager	£1,350.00	£1,215.00

Product and delivery roles

Business analyst

Role level	UK Rate	Offshore Rate
Trainee business analyst	£800.00	£720.00
Junior business analyst	£900.00	£810.00
Business analyst	£1,100.00	£990.00
Senior business analyst	£1,350.00	£1,215.00
Lead business analyst	£1,350.00	£1,215.00
Head of business analysis	£1,850.00	£1,665.00

Delivery manager

Role level	UK Rate	Offshore Rate
Associate delivery manager	£900.00	£810.00
Delivery manager	£1,100.00	£990.00
Senior delivery manager	£1,100.00	£990.00
Head of (Agile) delivery management	£1,850.00	£1,665.00

Programme delivery manager

Role level	UK Rate	Offshore Rate
Programme delivery manager	£1,100.00	£990.00

Service owner

Role level	UK Rate	Offshore Rate
Service owner	£1,100.00	£990.00

Quality assurance testing (QAT) roles

Test engineer

Role level	UK Rate	Offshore Rate
Tester (test engineer)	£1,100.00	£990.00
Test engineer	£1,100.00	£990.00
Senior test engineer	£1,350.00	£1,215.00
Lead test engineer	£1,350.00	£1,215.00

Test manager

Role level	UK Rate	Offshore Rate
Test manager	£1,350.00	£1,215.00
Head of test	£1,850.00	£1,665.00

Software development roles

Development operations (DevOps) engineer

Role level	UK Rate	Offshore Rate
Apprentice DevOps engineer	£800.00	£720.00
Junior DevOps engineer	£900.00	£810.00
DevOps engineer	£1,100.00	£990.00
Senior DevOps engineer	£1,350.00	£1,215.00
Senior DevOps engineer - management	£1,350.00	£1,215.00
Lead DevOps engineer	£1,350.00	£1,215.00
Lead DevOps engineer - management	£1,350.00	£1,215.00
Principal DevOps engineer	£1,600.00	£1,440.00
Principal DevOps engineer - management	£1,600.00	£1,440.00

Frontend developer

Role level	UK Rate	Offshore Rate
Apprentice frontend developer	£800.00	£720.00
Junior frontend developer	£900.00	£810.00
Frontend developer	£1,100.00	£990.00
Senior frontend developer	£1,350.00	£1,215.00
Lead frontend developer	£1,350.00	£1,215.00
Head of frontend development	£1,850.00	£1,665.00

Software developer

Role level	UK Rate	Offshore Rate
Apprentice developer	£800.00	£720.00
Junior developer	£900.00	£810.00
Developer	£1,100.00	£990.00
Senior developer	£1,350.00	£1,215.00
Senior developer - management	£1,350.00	£1,215.00
Lead developer	£1,350.00	£1,215.00
Lead developer - management	£1,350.00	£1,215.00
Principal developer	£1,600.00	£1,440.00
Principal developer - management	£1,600.00	£1,440.00

User-centred design roles

Service designer

Role level	UK Rate	Offshore Rate
Associate service designer	£900.00	£810.00
Junior service designer	£900.00	£810.00
Service designer	£1,100.00	£990.00
Senior service designer	£1,350.00	£1,215.00
Lead service designer	£1,350.00	£1,215.00
Head of service design	£1,850.00	£1,665.00

Technical writer

Role level	UK Rate	Offshore Rate
Technical writer	£1,100.00	£990.00
Lead technical writer	£1,350.00	£1,215.00

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Wednesday 18 December 2024
• What the ISO/IEC 27001 doesn’t cover: The services in scope are: The provision of tailored business communications, contact centre solutions and professional services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: Citation ISO Certification Limited
• ISO 9001 accreditation date: Thursday 8 January 2026
• What the ISO 9001 doesn’t cover: The services in scope are: The provision of tailored business communications, contact centre solutions and professional services.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• PCI DSS certification accredited by: PCI Security Standards Council
• PCI DSS accreditation date: Thursday 27 March 2025
• What the PCI DSS doesn’t cover: Route 101 is a PCI DSS Validated Level 2 Third Party Service Provider (TPSP). This means Route 101 does not store, process, or transmit cardholder data within our own environment and we work with validated Level 1 PCI DSS compliant service providers. Route 101 maintains an Attestation of Compliance (AoC), which is externally supported and signed by the COO.
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 5f7473ca-c979-4874-b2fe-09812856020c
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: A8902aed-a2db-4450-84d7-7f918aab5da6
• Other security certifications: Yes
• Any other security certifications:
  • ISO 22301
  • ISO 42001

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Ensuring new workers are informed of their right to join a trade union
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Volunteering opportunities for staff
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
  • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
  • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
  • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
  • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
  • Plans for positive actions with community groups.
  • Measures for making facilities used in the delivery of the contract available for community groups, education or training
  • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
  • Plans to respond flexibly and adapt approaches to community engagement and initiatives
  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
  • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of issues relating to entering the contract workforce
  • Creation of outreach activities to create a pipeline of employees for the future contract delivery
  • Content of the outreach activity is designed to suit the target cohort
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
  • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
  • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidteam@route101.com. Tell them what format you need. It will help if you say what assistive technology you use.