Route 101 Ltd

Cloud contact centre and customer experience solutions, delivered by Route 101

Experts in cloud systems integration, Route 101 delivers contact centre and customer experience software solutions from market-leading technology vendors. These include the NICE CXone contact centre suite, Zendesk customer experience, Calabrio WEM, Gamma UC and connectivity, Sycurio PCI compliance, as well as AI, self-service, conversational chatbots, and much more.

Features

• Cloud contact centre, customer experience, UC, workforce engagement, AI, RPA
• Omnichannel solutions, bringing together voice, digital and social channels
• Single user interface with contextual customer history and data
• Intelligent and customisable routing of all interactions
• Self-service tools and automation to reduce agent effort
• Front line contact centre and back office unified communications
• Reporting, analytics, dashboards and insights across all platforms
• Simple API integration for screenpops and customer interaction history
• Robust and resilient connectivity with bundled minutes
• Secure, resilient, highly-available software offering GDPR, PCI etc compliance

Benefits

• Single supplier offering broad portfolio of market-leading software
• Provide exceptional customer and agent experiences seamlessly
• Serve your customers in the channels of their choice
• Reduce cost to serve, operational costs, training time and onboarding
• Increase flexibility and capacity for rapid scaling
• Free up agent time with robotic process automation
• Future-proof software with regular upgrades and feature enhancements
• Increase visibility for performance monitoring and actionable intelligence
• Bring together all customer data in one user interface
• Solutions designed for working from any location effortlessly

£3.50 to £179 a user a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 14

Service ID

424234143232520

Contact

Route 101 Bid Team
01174725347
bidteam@route101.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Our software solutions are cloud-based and are not available for implementation in an on-premise environment. As such, they require a high speed internet connection for access, certain minimum specifications of the computer and browser, and depending on the solution, an end user device, e.g. agent headset.
• System requirements:
  • High speed Internet connection
  • Computer must meet minimum specifications for OS (Windows/Mac OSX)
  • Browser must be a stable release.
  • Browser Configuration - Javascript must be enabled
  • Browser Configuration - Cookies must be enabled
  • Browser Configuration - local storage must be enabled
  • Browser Configuration - Security protocol TLS v1.2 or above

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Between 24 x 7 and typical office hours, dependent on options selected and severity of issue.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide our own in-house implementation and support services from our teams of accredited engineers. We also have access to additional support from our vendor partners if required. 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. We continue to proactively support our customers throughout the duration of the contract, helping them to optimise their software 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. These sessions will typically be attended by account, service, technical or consultative personnel, depending on the focus of the particular session.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Route 101 has our own in-house expertise on the products we provide. We are a Certified Implementation Partner and winner of multiple Partner of the Year awards with NICE; A Premier Partner, Premier Implementation Partner and winner of multiple Partner of the Year awards with Zendesk, Platinum Partner with Gamma, and leading partner with our other software partners. ; We advocate a collaborative implementation process, meaning we implement together and train as we go, imparting practical knowledge throughout your business. This enhances your own ongoing self-sufficiency and reduces the dependency on a partner for additional costly training.; We will also design a bespoke training package to cover all the elements of the solution we provide. This package can either be delivered face to face in a classroom setting by our own trainers, or via webinar sessions. Classroom sessions are great for smaller groups such as a handful of designated train-the trainers. Webinar sessions are better for a wider spread of learners or those based in different locations.; There are also additional training resources which are made available to all our customers on partner websites, such as demo sessions, self-service resources, webinar sessions, product manuals, and more.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: On contract expiry, customers can either extract required data themselves using REST APIs and CSV / XML functionality, or request assistance from Route 101 for an additional professional services charge, depending on quantity of data. In some cases, there will be a time limit by which the extraction needs to be completed before data will be erased, and this will be detailed in the contract.
• End-of-contract process: On termination or expiration of the contract, customer data will continue to be available to your account administrators, in some cases for a set time period, e.g. an additional 30 days after contract expiration. During this time, your data will be available to be exported by your admin team. If customers require assistance with data export, a charge may apply based on Route 101's published professional services rates.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile access is provided for some platform features via iOS and Android apps; desktop is accessed via web browser. Mobile provides functionality for agents on-the-go, such as performing core ticketing workflows in Zendesk and managing schedules and calendars in CXone WFM. Mobile does not have all the features of the desktop service e.g. admin / account setup, security configuration, customer satisfaction ratings and other non-mobile friendly features. Security and permissions are the same for mobile as desktop.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: An example of a service interface within our portfolio is provided here: https://support.zendesk.com/hc/en-us/articles/203661806-Introduction-to-the-Support-agent-interface
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: We do not provide interface testing services for users of assistive technology directly. However, we have worked with third parties on previous projects to offer this service and can facilitate this in future.
• API: Yes
• What users can and can't do using the API: The REST APIs available allow customers to interact with a variety of features and aspects of our software platforms. Customers can also use APIs to integrate third party platforms and enable data sharing, interaction routing, screen-pops of customer history and more effort-saving actions. The majority of the functionality available via user interfaces can be interacted with using APIs.; ; The API supports updates to tickets, users and other key data points. Customers can use various endpoints to make updates. In some cases, customers can use a reseller API to create accounts, or they can create an account on the web and then use the API. Users and agents can also be created via the API.; ; Full documentation, including the list of supported endpoints, is available in the API documentation for each platform.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisation within our portfolio varies across the platforms we provide. In a contact centre environment, such as NICE CXone for example, agents can customise the user interface and the view and location of certain features. There are customisable elements within the WFM user app relating to user schedules and calendars. Configuration of callflows and routing is also highly customisable, to include skill groups, languages, high profile customers, and many more configurable parameters.; ; In a customer engagement environment, such as Zendesk for example, areas of customisation include: (i) business processes and workflows, including Automations, Triggers, Macros; (ii) multi-channel capabilities, including self-service, email, chat, phone, social media; (iii) analytics; (iv) consumer / customer facing Help Centre functionality and user interface; (v) knowledge content management; (vi) native mobile apps; and (vii) Community. Additionally, Zendesk’s extensive SDK and API support allows more technical users to extend the power of the solution through the development of specific apps and integrations.; ; Other software platforms provide elements of customisation specific to the service they provide, including agent views, app usage and more.

Scaling

• Independence of resources: The cloud-based nature of our product portfolio means that we can offer dynamic scaling, elastic load-balancing and redundant architecture capabilities to maintain high-availability and handle heavy traffic. Any performance deviation crossing specified thresholds automatically alerts technical teams for instant action. This also eliminates single points of failure through server clustering and network redundancies.; Platform architecture allows our vendor partners to re-balance load across physical database clusters. Depending on demand, we can dedicate a single database cluster to a single customer, if required.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide pre-built real-time operational dashboards showing detailed contact centre metrics across our portfolio of products. These include agent states, detailed information about contacts, current queue information, WFO performance, skill monitoring, channel utilisation and more. We also provide utilisation reports to show how many agents are logged in to the platform throughout a given period.; ; Reports are permissions-based, so only authorised are displayed. Reports can be customised and real-time, historical, pre-built, and ad hoc options available.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Customers can either extract required data themselves using REST APIs and CSV / XML functionality, or request assistance from Route 101 for an additional professional services charge, depending on quantity of data. If this is done at contract expiry or termination, there may be a time limit by which the extraction needs to be completed before data will be erased, and this will be detailed in the contract.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Platform availability is one of the key metrics considered by Route 101 when bringing new technology vendors into our portfolio. Minimum availability across the portfolio is 99.9%, and in many cases this is greater at 99.99% or more.
• Approach to resilience: As a cloud systems integrator offering a portfolio of cloud technology platforms, resilience is a major factor in the viability of a platform and the decision we make about a long-term partnership. Due diligence relating to the robustness, resilience and availability of our partner platforms is a vital part of our supplier onboarding process. Software services provided by Route 101 are based on redundant architecture and distributed data centres to ensure survivability and immediate failover in the event of a downtime incident. This allows our platforms to continue to provide services seamlessly to our customers. Our partners operate geographically separate data centres around the world, running multiple, self-sustaining instances of their applications, and providing elastic capacity to accommodate flexible usage. Our partners are regularly and currently ranked amongst the leaders in their field by recognised industry analysts, which is testament to a number of factors, including platform resilience.
• Outage reporting: Outages are reported to our customers by Route 101 in a proactive manner, and then managed by us, in conjunction with our technology partners, until resolution, with continued communication from us throughout. Outages are also reported by our partners in a variety of ways, such as social media communication and updates, and the provision of system status pages, which users of the software can visit at any time to access information on service health and availability. Route 101 will provide customer with access to all applicable websites.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Other user authentication: Additional authentication methods are available, including SSO, SAML, Active Directory SSO, configurable password requirements and IP restrictions.
• Access restrictions in management interfaces and support channels: Route 101 can help customers configure flexible assignment of permissions using roles-based access controls. This means that a hierarchy of system access can be created, or simply access to certain elements of the solution can be attributed to certain individuals. Such access would be password protected, or attributed to any SSO profile, meaning that users are only able to access the parts of the system that their role requires and that their profile allows. Roles are be centrally managed and can be created, amended and deleted, as required.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation, member of ASCB
• ISO/IEC 27001 accreditation date: 03/02/2024
• What the ISO/IEC 27001 doesn’t cover: N/A, all controls in scope.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Additional technology partner certifications include:
  • TRUSTe
  • SOC 2 Type II
  • EU - US and Swiss - US Privacy Shield
  • ISO 27001:2013
  • ISO 27018:2013
  • ISO 27018:2014
  • HIPAA (dependent on technology partner)
  • PCI DSS compliance
  • CSA STAR

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Route 101 has an ISO27001: 2013 accredited Information Security Management System. The scope of the accreditation covers ‘the provision of tailored business communications, contact centre solutions and professional services’, which spans the entire remit of our software and service portfolio. We are also Cyber Essentials Plus accredited, as well as being subscribed to the National Cyber Security Centre's Early Warning service, which proactively alerts us to any malware communications, vulnerabilities or network abuse associated with any of our assets. We have a dedicated team responsible for information security and a clear reporting and management structure in place. As part of our supplier onboarding process, we ensure that all our technology partners have appropriate information security management, processes, policies and accreditations in place, and we can provide detailed information on each by request. Our different partners manage information security in different ways, but as a minimum they offer full information security policy suites and associated documentation, a range of accreditations and certifications specific to each region, and dedicated management teams and reporting structures.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Route 101 and our vendor partners follow structured and documented change control procedures for all system / software configuration changes. This applies to all changes Route 101 are asked to perform by the customer and all changes relating to system upgrades, updates and fixes provided by the vendor. In all cases, changes are impact-assessed, scoped, reviewed, agreed with all parties, tested, scheduled and deployed in a non-service affecting manner wherever possible. Changes are documented and recorded for auditing purposes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Our technology partners perform regular penetration tests and vulnerability scans to assess potential threats to their software platforms. Any vulnerabilities discovered are acted upon in accordance with a severity-based prioritisation process, which assesses impact and risk amongst other factors. Retests are performed to certify vulnerability remediation. Amongst other sources of security risk and vulnerability information, OWASP top risks are addressed and tested as part of design and quality assurance processes.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Route 101 subscribes to the National Cyber Security Centre's Early Warning service, meaning we will receive early notification of any vulnerabilities, malware or network abuse associated with any of our assets. Our technology partners have a range of approaches to identifying potential compromises, including code and network scans, penetration tests, bug bounty programmes, threat intelligence, quality assurance testing and more. Any compromises discovered are acted upon in accordance with a severity-based prioritisation process, which assesses impact and risk amongst other factors.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Route 101’s Service Desk is available 24x7x365 and is staffed by skilled engineers who manage your issue to resolution. We will keep you informed on the issue's progress and provide you access to an online portal to track developments. Should the issue require escalation, we have rapid and direct access to partners for prompt resolution. Issues can be reported by phone, email or online, and once resolved, we will conduct root cause analysis and provide an incident report to provide an explanation of why an issue occurred and what can be done to prevent it reoccurring.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Route 101 provides our services in a manner that manages, controls and wherever possible reduces our environmental impact and carbon footprint. As a cloud systems integrator, we promote sustainability through the cloud-based services that we provide which leads to a much smaller hardware footprint. In addition, the improved communication channels we offer lead to a reduction in travel for both our own staff, our customers and our vendor partners. Some of the key ways we drive environmental sustainability are: ; • We are a carbon neutral business: see our carbon neutral certificate here (https://www.route101.com/hubfs/Content_Downloads/Carbon%20Neutral%20Certification%20-%20Route%20101%20Limited.pdf), our carbon neutral plan here (https://www.route101.com/hubfs/Content_Downloads/Route%20101%20Limited%20Carbon%20Reduction%20Plan%202021-22.docx.pdf), and read our carbon neutral focused blog post here (https://www.route101.com/blog/route-101-are-investing-in-a-carbon-neutral-future).; • Integrate environmental concerns into our decision making and resultant activities. ; • Dispose of electrical items either to the second user market or in accordance with current WEEE recycling directives where reuse is not possible. ; • Minimise travelling with the use of improved collaborative technology and complementary flexible working policy. We also provide a cycle to work scheme and secure bike storage to encourage eco-friendly methods of travel. ; • Minimise waste and reuse / recycle as much as possible. We recycle on a weekly basis, with recycling stations in each room and kitchen within the office. ; • Recycle / reuse ink cartridges, using a charitable recycling service which benefits both charitable organisations and the environment. ; • We have recently installed an electric car charging point at our office to facilitate and encourage cleaner travel. ; • We discourage printing, for both environmental and security reasons, using DocuSign and PDFs where possible.

  Covid-19 recovery

  Some of the services we sell are also services that we use within our own organisation business. This is the case with Zendesk. Given the nature of cloud platforms, such as Zendesk, we have been able to continue working through the COVID-19 pandemic because the technology can be accessed from anywhere with internet access. As the pandemic took hold, Route 101 immediately invested in and provided the tools needed for employees to work from home, including monitors, office furniture and other equipment. This enabled employees to continue to provide excellent service to our customers, with the security of working from a safer environment. To this day, we still operate a hybrid model which allows employees to work from home or the office. Our services also allow our customers to do the same, supporting them in their recovery from the pandemic and their adoption of the new working processes that it has brought about.

  Tackling economic inequality

  We help to tackle economic inequality amongst our own employees as well as within our local community and further afield. We also support charitable organisations and events as part of an annual programme of charitable activity. These activities include the following: ; • We sponsor various charities and also support employees for their own varied charitable initiatives. ; • We donate to local food banks. ; • We are a committed supporter of Blood Bikes. ; • We also use charitable recycling for ink cartridges and toner.

  Equal opportunity

  The business has an inclusive hiring policy and endeavours to address diversity within the industry by offering ample opportunities for employees to access training and development programmes. Route 101’s policies regarding equality, diversity and inclusion form part of both our new starter induction process and ongoing staff training. In addition, the staff handbook contains chapters on diversity, dignity at work and equal opportunities. This is updated annually, and staff are required to read and adhere to the contents of the handbook.

  Wellbeing

  Route 101 has a health and safety policy which gives information about health and safety aspects of employment at Route 101 for all staff, be they office based or remote. There is also similar information in the staff handbook which forms part of the employee induction process. There are members of staff who are responsible for health and safety within the office, including a number of first aiders and fire marshals. Additionally there is a first aid kit in our head office as well as an AED, and fire alarms which are regularly tested. Route 101 provides health insurance for all employees, and subsidises this for employee family members. This health cover includes provision for many conditions, including mental health and well-being, in an effort to ensure that all employees feel looked after and are able to seek the help they may need, particularly post-pandemic. We positively encourage healthy alternatives to the daily commute, including a cycle to work scheme and recently installed showers, so employees are able to enjoy exercise on the way to, from and during the working day. In addition to this, we provide employees with sit / stand desks if requested to allow for the positive health benefits that these provide. We also offer a range of leisure facilities to encourage regular breaks, team building and general mental and physical well-being. These include outdoor sports facilities, a games room and regular team activity days, funded by the company and held during office hours.

Pricing

• Price: £3.50 to £179 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Trial versions of the software provided by Route 101 are available from some of the vendors across our portfolio, including some elements of the Zendesk product suite, trial contact centre capabilities on NICE CXone, and more.
• Link to free trial: https://www.zendesk.co.uk/register/

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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.