HM Land Registry selects Route 101 to modernise contact centre with AI-enabled cloud platform
New cloud platform will help improve customers’ access to services while equipping advisers with AI-powered tools and insights
Route 101, a leading customer experience specialist, has been selected by HM Land Registry (HMLR) to deliver its next-generation contact centre platform, built on AI technologies from NiCE, Amazon and Calabrio to provide faster, more accessible support for both professional customers and members of the public.
HM Land Registry plays a vital role in the UK’s infrastructure, maintaining the register for more than 27 million land and property titles, covering more than 90% of the land area of England and Wales. As demand for digital public services continues to grow, the organisation is modernising its contact centre to improve how professional customers and members of the public access support.
Route 101 will deliver a cloud-based contact centre powered by NiCE CXone, Cognigy AI and Calabrio workforce management technology, bringing together voice, digital channels, analytics, workforce optimisation and AI-assisted agent support within a single platform. Supporting approximately 660 users across five sites, the new solution will replace existing on-premises, disconnected environments with a scalable platform designed to support hybrid working, manage high call volumes and meet evolving public service demands.
The solution has been designed with security, resilience and compliance at its core. Built on enterprise-grade cloud technologies hosted in the UK, the platform incorporates industry-leading cybersecurity controls, role-based access governance, continuous monitoring, encrypted data protection and resilient cloud infrastructure designed to safeguard critical public sector services. Backed by extensive independent security certifications and proven deployment experience across UK government organisations, the platform provides HMLR with a secure and reliable foundation for future customer engagements. The contract award follows a highly competitive public sector procurement process, with Route 101 achieving the highest evaluation score.
The platform will:
– Enable AI-powered automation across voice and digital channels
– Provide advanced analytics, workforce optimisation and real-time insights
– Support seamless integration with existing systems and services
– Create a flexible, scalable foundation for future innovation
With deep expertise across NiCE, Cognigy and workforce engagement platforms, Route 101 will lead the end-to-end delivery from design and integration 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.”
Route 101 is a leading cloud systems integrator, providing hosted and true cloud telecommunications and contact center solutions. A supplier to worldwide organisations, Route 101 specializes in the implementation and support of true cloud transformation solutions, having built strong relationships with global vendors. Multi-award winning, Route 101 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 technology space.
