The project has unified Ogi’s contact-centre operations, enhanced reporting, and streamlined digital engagement to deliver faster, more consistent service for customers nationwide.
Route 101, a technology systems integrator and cloud contact-centre specialist, has announced the successful deployment of an integrated customer-experience solution for Ogi, one of the broadband providers in Wales.
The project has unified Ogi’s contact-centre operations, enhanced reporting, and streamlined digital engagement to deliver faster, more consistent service for customers nationwide.
Ogi provides ultrafast broadband to homes and businesses across Wales. Its contact centre manages daily customer enquiries, from installation and technical support to billing and telesales.
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However, the company’s legacy systems limited its ability to deliver a unified customer view and full omni-channel experience, relying on separate tools for voice, social media, and email communication.
Route 101 implemented the NiCE CXone Mpower platform with Gamma SIP Connectivity, fully integrated with Microsoft Dynamics CRM.
The new solution brings voice and digital channels together in a single interface, allowing agents to view customer histories, resolve issues faster, and maintain consistent engagement across every channel.
“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.”
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Key outcomes from the project include:
- A unified contact-centre platform integrating telephony, digital channels, and reporting
- Streamlined social-media management across Facebook, Twitter, and LinkedIn
- Reduced customer wait times through smart routing and improved first-call resolution
- Enhanced reporting and data-driven insights enabling continuous service improvement
“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.”
Looking ahead, Ogi plans to expand its use of the platform with auto-summary features to reduce agent after-call work and interaction analytics to identify new opportunities for coaching and service optimisation.
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