Route 101 Ltd

NICE CXone Cloud Contact Centre, delivered by Route 101

NICE CXone is an analyst top-rated and market-leading cloud contact centre platform. Route 101 is a Certified Implementation Partner with NICE CXone, offering the entire CXone product portfolio, including design, implementation, support, training and optimisation, as well as additional contact centre and communications expertise.

Features

• NICE CXone consultancy, design, implementation, training, support and optimisation services
• 24 x 7 x 365 support
• Multi-channel support via web, phone and email
• Experienced, NICE CXone trained and accredited in-house engineering expertise
• Direct, rapid access to NICE CXone support as required
• Ongoing optimisation, roadmap and service improvement sessions
• Multiple NICE CXone awards, accreditations and certifications
• Online portal access to track and monitor tickets
• Round the clock system monitoring

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 work with NICE for you
• Continued optimisation to ensure you maximise your CXone solution
• We offer value-add expertise across a broad technology portfolio
• We champion our customers within the NICE CXone organisation

£12.50 a user a month

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

642473830298307

Contact

Route 101 Bid Team
01174725347
bidteam@route101.com

Planning

• Planning service: Yes
• How the planning service works: Route 101 will help you plan your cloud software implementation by first gaining a deeper understanding of your business operations, workforce and locations. We will work alongside you to define the most appropriate plan and methodology, taking into account factors such as number of sites, geographical spread and the different teams within scope. The project will be fully documented in a Statement of Work (SoW) and a Project Plan, which we will produce, working closely with you. These will detail the solution design, implementation approach and timescales. Our consultants will work from the SoW to ensure we capture relevant information prior to implementation. The process will require discovery meetings with key stakeholders to ensure all parties understand the current environment, the goals and success criteria that need to be achieved, and the timetable for migration. It is also very important to establish roles and responsibilities across all teams. The programme of activity will depend on your particular solution and will be fully documented alongside regular review sessions to ensure progress is on target.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • NICE CXone
  • Route 101's wider technology portfolio, including:
  • Zendesk, Gamma, Calabrio, Sycurio, PolyAI and Omilia

Training

• Training service provided: Yes
• How the training service works: Route 101 provides a full range of training services, delivered by our in-house teams of accredited engineers and trainers. Initially, we will train you as we implement the system so that you learn by first hand experience. This has the added benefit of leaving you self-sufficient on a day-to-day basis with simple moves, adds and changes. We also provide dedicated training sessions, either in a classroom environment or remotely by webinar. Remote sessions allow for larger numbers and often more widely spread learners, whereas face to face sessions typically cater for smaller groups of super-users or train-the-trainers. Given our extensive in-house expertise, we offer training services across our portfolio, and can train end users, admins, managers and more. Our technology vendors also provide access to online resources, refresher training and videos. We will work with you to agree the most suitable training programme for your people, and deliver it in accordance with your rollout schedule.
• Training is tied to specific services: Yes
• Services the training service works with:
  • NICE CXone
  • Route 101's wider technology portfolio, including:
  • Zendesk, Gamma, Calabrio, Sycurio, PolyAI and Omilia

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Route 101 will help you plan your cloud migration by first gaining a deeper understanding of your business operations, workforce and locations. We will work alongside you to define the most appropriate plan and methodology, taking into account factors such as number of sites, geographical spread and the different teams within scope. The project will be documented in a Statement of Work (SoW) and a Project Plan, which we will produce, working closely with you. We specialise in cloud migration projects, either from premise-based technology or other cloud platforms. We understand you may not be looking for a wholesale replacement of your entire technology infrastructure overnight; you may prefer a phased transition. We have extensive experience of working with incumbent providers and in some cases even taking over the support of your legacy infrastructure. From here, we can then work with you, on one hand to “dial down” the existing service over a period of time, whilst at the same time “dialling up” the new cloud services to the appropriate user groups across your estate.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • NICE CXone
  • Route 101's wider technology portfolio, including:
  • Zendesk, Gamma, Calabrio, Sycurio, PolyAI and Omilia

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Route 101 has a specific accreditation for ISO27001: 2013, Information Security Management System, the scope of which covers the provision of tailored business communications, contact centre solutions and professional services. This, alongside our ISO-aligned quality management processes, ensures that we deliver solutions in a quality-controlled manner and with due adherence to IT security. When combined with our project management processes, which incorporate elements of PRINCE2 and Agile methodologies, and our ITIL-based service management, we demonstrate genuine quality and control in every aspect of our service delivery. There are several quality assurance steps we take to ensure a consistent and repeatable output. Once the configuration requirements have been captured, documented and agreed, the lead resource will complete the required configuration in line with established best practice. Once complete, the configuration will undergo peer review from another member of the implementation team and finally, the Senior Architect. The lead resource will complete testing to ensure the configuration delivers the expected behaviour in-line with the agreed requirements. There is a User Acceptance Testing phase, completed by the client, to ensure the solution behaves as expected. Any remediation required is actioned and a final period of UAT completed, ready for migration and go-live.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Security incident management

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Route 101's in-house NICE CXone experts support our CXone contact centre customers. Our service desk is operated by highly skilled engineers who are expert in the CXone platform. Our skills-based routing platform ensures that tickets are directed to the appropriate technical engineer who owns the issue from point of logging through to final fault resolution. We manage your issue, end-to-end, including escalations to our partners when required. Customers can log tickets by telephone, email or using our online support portal. Each ticket is logged for tracking, updating and reporting purposes in our ticket management system, and customers are provided with web portal access to allow for tracking of issues raised. 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). The maintenance of the platform is provided directly by NICE who regularly maintain and update their platform during pre-agreed and scheduled maintenance windows.

Service scope

• Service constraints: As NICE CXone is 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: Email or online ticketing
• 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 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Route 101 has received many vendor partner awards and certifications 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. Our ongoing support services are included within the software subscription costs, and enhanced support services are available at additional cost. 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. These sessions will typically be attended by account, service, technical or consultative personnel, depending on the focus of the particular session.

Resellers

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

Staff security

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

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: NICE: SOC 2 Type 2

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: £12.50 a user a month
• Discount for educational organisations: No

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.