The Department for Work and Pensions (DWP) has awarded a contract to cloud systems integrator Route 101, for a UK-sovereign Citizen Experience Platform (CXP), powered by NiCEs CXone Mpower.
The project will support DWP with the modernisation of its current contact centre operations, supporting more than 40,000 agents and transforming both phone and digital services.
Route 101 said it will lead DWP through a strategic migration from its legacy on-premise infrastructure, enable the department to modernise its contact centre operations, and ensure data sovereignty within a compliant, UK-based environment.
“Securing this contract as the primary partner to DWP marks a pivotal moment for Route 101,” said Route 101 CEO Russell Attwood. “By combining our deep understanding of government needs with NiCE’s advanced technology, we are committed to setting a new standard, operational efficiency, and data sovereignty across the UK.”
“We are thrilled to have been selected to partner with DWP alongside Route 101,” added NiCE International president Darren Rushworth. “With CXone Mpower’s industry-leading platform, DWP has the power to fulfil their Service Modernisation agenda. Utilising the platform, DWP will be able to enhance digital service delivery and support its ambition to upskill its workforce.”
