Route 101 will deploy a cloud-based contact centre platform supporting approximately 660 users across five HM Land Registry sites.
HM Land Registry (HMLR) has selected Route 101, a leading cloud systems integrator, to deliver a new cloud-based contact centre platform using Artificial Intelligence technologies from NiCE, Amazon and Calabrio.
HMLR maintains the register for more than 27 million land and property titles, covering more than 90% of the land area of England and Wales. The organisation is modernising its contact centre to improve how professional customers and members of the public access support.
Route 101 will deploy a platform based on NiCE CXone, Cognigy AI and Calabrio workforce management technology, bringing together voice, digital channels, analytics, workforce optimisation and AI-assisted adviser support.
Supporting approximately 660 users across five sites, the platform will replace existing on-premises environments and is designed to support hybrid working and manage high call volumes.
The UK-hosted platform includes role-based access governance, continuous monitoring, encrypted data protection and cloud infrastructure designed to support the security and resilience requirements of public sector services. Route 101 was selected following a competitive public sector procurement process.
The platform will provide AI-powered automation across voice and digital channels, alongside analytics, workforce optimisation and real-time insights. It will also integrate with HMLR’s existing systems and services.
Route 101 will manage the project from design and integration through to ongoing optimisation and support.
Danielle Rodham, IT Service Delivery Manager at HM Land Registry, said: “Modernising our contact centre operations is an important step in improving the services we provide to professional customers and members of the public across England and Wales. We’re excited to partner with Route 101, whose in-depth knowledge of public services will help us deliver secure, responsive, efficient and digitally enabled services that meet the evolving needs of our customers, while giving our colleagues the tools they need to provide the highest levels of service.”
Fiona Virtue, Head of Public Sector at Route 101, said: “HM Land Registry provides a critical public service that millions of people rely on throughout the property journey. Professional customers and members of the public increasingly expect public services to be as responsive, intuitive and accessible as the digital experiences they receive from organisations such as Amazon, Monzo and Netflix. We’re proud to be partnering with HM Land Registry to modernise its contact centre, helping improve support for its customers while creating a platform that can continue to evolve with future needs.”
