Route 101, a prominent systems integrator and cloud contact-center specialist, has successfully implemented an integrated customer experience platform for Ogi, Wales’s principal broadband provider.
This project has unified Ogi’s contact center operations, improved reporting capabilities, and streamlined digital engagement channels, enabling faster and more consistent customer service nationwide.
Ogi delivers ultrafast broadband to homes and businesses across Wales, with its contact center handling inquiries related to installation, technical support, billing, and telesales. Previously, legacy systems hindered the company’s ability to offer a comprehensive, omnichannel customer view, relying instead on separate tools for voice, social media, and email communications.
To address these challenges, Route 101 deployed the NiCE CXone Mpower platform integrated with Gamma SIP Connectivity and connected it seamlessly with Microsoft Dynamics CRM. The new, fully integrated solution consolidates voice and digital channels into a single interface, empowering agents with access to complete customer histories, enabling quicker issue resolution, and ensuring consistent engagement across all communication touchpoints.
Alexander Breverton, Director of Sales Operations at Ogi, praised the implementation team’s dedication: “The Route 101 team was highly engaged and attentive, often going beyond the original scope. From pre-sales to delivery, they provided excellent service and attention to detail.”
Key outcomes of the project include:
A unified contact center platform integrating telephony, social media, and reporting tools
Streamlined management of social channels such as Facebook, Twitter, and LinkedIn
Reduction in customer wait times through smarter call routing and improved first-call resolution
Enhanced analytics and reporting to support ongoing service improvements
Russell Attwood, CEO and Founder of Route 101, expressed enthusiasm about the project: “We’re proud to support Ogi in building a future-ready customer experience platform. By unifying channels and embedding smarter analytics, we’ve helped them deliver exceptional service and position for future digital growth.”
Looking forward, Ogi plans to expand platform capabilities with features like auto-summary to reduce agent after-call work and interaction analytics to identify coaching opportunities and further optimize service delivery.
