Route 101, a leading technology systems integrator and cloud contact centre specialist, has successfully deployed NiCE CXone Mpower and Gamma connectivity across the Theo Paphitis Retail Group (TPRG). By bringing every customer communication channel together into one seamless platform, the implementation empowers TPRG to deliver significantly faster, more consistent, and more personalised customer experiences. The full story is available in a newly published case study.
TPRG includes several well-known names from the British high street and online retail world, including Boux Avenue, Ryman and Robert Dyas. Customer experience is central to the group’s approach, and the shared multi-channel contact centre operation plays a vital role in supporting customers across TPRG’s diverse brands.
TPRG needed a solution that could unify all key communication channels and give its agents better visibility of each interaction. The team wanted a more connected, flexible, and scalable platform to support ongoing service improvements and create a consistent experience across all brands. Key objectives included simplifying the agent desktop, improving access to reporting and insights, and introducing functionality to support digital self-service and future innovation.
Route 101 implemented NiCE CXone Mpower
Key deliverables included:
- Integrated softphones and advanced call recording, giving agents the tools to handle interactions directly from their desktops, with full playback and compliance functionality.
- Social messaging integration, supporting direct customer engagement via Facebook and Instagram.
- Email routing via API, using web forms on brand websites to capture structured customer information.
- IVR (Interactive Voice Response) self-service, enabling customers to check their order status before speaking to an agent.
- Post-call voice surveys, with results fed into NiCE and pulled into TPRG’s internal data platform.
“The new platform has transformed how we support our customers. Our advisors now have everything they need in one place, which makes interactions faster and smoother for both our teams and our shoppers. Route 101 guided us through every stage of the project, and their support throughout the rollout made the whole process feel straightforward. We’ve come out of it with a solution that works brilliantly across all of our brands,” said Rhian Thomas, head of customer care, Theo Paphitis Retail Group.
“This implementation is a fantastic example of what can be achieved through true collaboration and focus,” said Russell Attwood, CEO and Founder of Route 101. “Delivering such a complex, multi-brand rollout in just six weeks, and ahead of the peak trading season, highlights both the agility of the NiCE platform and the strength of our partnership with TPRG.”
