HM Land Registry (HMLR) has selected customer experience specialist Route 101 to deliver a new cloud-based contact centre platform as part of efforts to modernise customer services.
The new platform will bring together voice and digital channels, analytics, workforce management and AI-assisted support, replacing HMLR’s existing on-premises contact centre environments.
Route 101 said the system will support approximately 660 users across five sites and is intended to help the organisation manage high call volumes, support hybrid working and provide a more scalable foundation for its customer services.
HMLR maintains the register of more than 27 million land and property titles, covering more than 90 percent of the land area of England and Wales.
AI and analytics brought into single platform
The new contact centre will use NiCE CXone alongside Cognigy AI and Calabrio workforce management technology.
According to Route 101, the platform will enable AI-powered automation across voice and digital channels, while providing advisers with analytics and real-time insights.
It will also integrate with HMLR’s existing systems and services and provide workforce optimisation capabilities.
Route 101 will be responsible for the end-to-end delivery, including design, integration, ongoing optimisation and support.
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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.”
UK-hosted cloud infrastructure
Route 101 said the platform will be hosted in the UK and include role-based access controls, continuous monitoring, encrypted data protection and resilient cloud infrastructure.
The supplier said it was selected following a competitive public sector procurement process in which it achieved the highest evaluation score.
The award adds to Route 101’s work in the UK public sector. Earlier this year, the company was among the suppliers selected by HMRC to support its move to the NiCE CXone cloud contact centre platform.
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.”
