Route 101 Modernises Customer Support Across Three Brands Theo Paphitis Retail Group
TPRG deploys unified solution to elevate customer experiences across Boux Avenue, Ryman, and Robert Dyas
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 and Gamma connectivity to bring together voice, email, web chat, and social messaging on a single unified platform. Despite the scale and complexity of the project – spanning three brands, multiple integrations, and delivery ahead of the busiest retail period (Christmas) – the full implementation was completed in just six weeks.
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.
Rhian Thomas, Head of Customer Care, Theo Paphitis Retail Group, said,
“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,”
Russell Attwood, CEO and Founder of Route 101, commented,
“This implementation is a fantastic example of what can be achieved through true collaboration and focus,”
“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.”
To Download the full contact centre case study Click Here
Route 101 is an award-winning technology systems integrator, delivering market-leading cloud contact centre and customer engagement software and solutions. Its products and services help clients to transform their customer engagement, support, empower their workforce, and boost their business operations. A supplier to global organisations, and some of the UIK’s biggest brands, Route 101 specialises in the implementation and support of true cloud transformation solutions, having built strong relationships with leading technology vendors.
The Route 101 team works tirelessly to deliver exceptional standards of support to its customers. The quality of the solutions offered, the strength of partner and customer relationships, and the emphasis on quality service means Route 101 continues to act as a disruptor within the contact centre and CX technology space.
