London, UK, 4th November 2025 – Route 101, a leading technology systems integrator and cloud contact centre specialist, has announced the successful rollout of its solutions for Centrepoint, the UK’s leading youth homelessness charity. Through the implementation of a modern contact centre solution and expert hands-on support, Route 101 has helped Centrepoint expand access to vital services and improve engagement with both service users and supporters. A full case study detailing the project and its outcomes can be found here.
Together with its partners, Centrepoint supports over 15,000 young people a year with vital access to safe housing, one-to-one support, counselling, and education, training and employment opportunities. To aid Centrepoint’s mission to end youth homelessness, the charity operates two contact centre teams – the Helpline Team, which offers advice and guidance to young people in crisis, and the Supporter Care Team, which manages interactions with donors and the wider public.
Centrepoint’s previous contact centre setup primarily focused on managing phone enquiries, which met the charity’s essential communication needs at the time. However, as the team transitioned to fully remote working and moved away from traditional desk phones, Centrepoint needed a more flexible platform that could better support this shift. Additionally, the charity needed to add chat and WhatsApp messaging, improve overall call handling and reduce reliance on third-party services, all while maintaining a compassionate and responsive experience for those in need.
Route 101 implemented a cloud-based solution combining NiCE CXone Mpower and Zendesk that provided support to Centrepoint’s telephony and digital engagement, tailored to the needs of the two contact centre teams the deployment included key features such as:
- Callback functionality to reduce queue times and support out-of-hours enquiries
- Web chat and WhatsApp integration for low barrier, real-time support
- Smart routing to ensure urgent enquiries reach the right team without delay
- Silent monitoring and live coaching tools to support agent development
- Comprehensive reporting for performance tracking and planning
“Working with Route 101 has been a real step change for us. The team has been incredibly involved and supportive throughout the entire process,” said Abby Deamer, Head of Fundraising Strategy and Operations at Centrepoint. “Compared to our previous experience, the level of organisation and hands-on support during implementation has made a huge difference. When we went live, Route 101’s project team even came to our office, which really helped build a strong relationship. Overall, the partnership feels much more collaborative and attentive than anything we’ve had before.”
The solution has already delivered significant benefits, including:
- Increased accessibility for service users and supporters, with reduced reliance on phone-only support
- Improved follow-up structure with scheduled outbound calls and reminders
- Enhanced visibility and reporting across both teams
- Faster response times and reduced internal transfers
“We’re proud to be supporting Centrepoint as it does such vital work,” said Russell Attwood, CEO and Founder of Route 101. “This project underscores the importance of compassionate, accessible support – and we’re excited to deliver that.”
About Route 101
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 UK’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.
About Centrepoint
Together with its partners, Centrepoint supports over 15,000 young people a year with vital access to safe housing, one-to-one support, counselling, and education, training and employment opportunities.
To aid Centrepoint’s mission to end youth homelessness, the charity operates two contact centre teams – the Helpline Team, which offers advice and guidance to young people in crisis, and the Supporter Care Team, which manages interactions with donors and the wider public. Together, these teams handle voice, email, and chat enquiries, playing a critical role in maintaining strong relationships with supporters and service users alike.