HM Land Registry has selected customer experience specialist Route 101 to deliver a new cloud-based contact centre platform, replacing its existing on-premises systems. The platform will support around 660 users across five sites and is designed to help the organisation manage high call volumes while supporting hybrid working.
The new system brings together voice and digital channels, analytics, workforce management and AI-assisted support in a single platform. HM Land Registry maintains the register of more than 27 million land and property titles, covering over 90 percent of the land area of England and Wales.
AI and analytics in one platform
The 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 giving advisers analytics and real-time insights. It will also integrate with HM Land Registry's existing systems and provide workforce optimisation capabilities.
Route 101 will handle end-to-end delivery, including design, integration, ongoing optimisation and support. The platform will be hosted in the UK and will include role-based access controls, continuous monitoring, encrypted data protection and resilient cloud infrastructure.
For professionals working in customer support roles, the shift toward AI-assisted contact centre platforms is becoming a standard part of the job. AI for Customer Support now typically involves handling routine enquiries through automation while advisers focus on more complex cases, and the technology is increasingly embedded in the tools support teams use daily.
Why HM Land Registry made the change
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."
Route 101 was selected following a competitive public sector procurement process in which it achieved the highest evaluation score. The award adds to the company's public sector work; earlier this year it was among suppliers selected by HMRC to support its move to the NiCE CXone cloud platform.
Fiona Virtue, head of public sector at Route 101, said: "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."
What this means for contact centre staff
For customer support teams, this deployment signals a few practical shifts. AI will handle routine voice and digital enquiries, which means advisers can spend more time on complex cases that need human judgement. Workforce management tools will give supervisors better visibility into scheduling and performance, and the cloud-based setup means agents won't be tied to a physical call centre floor.
Call centre supervisors and team leads will need to understand how AI automation and workforce management tools interact. The AI Learning Path for Call Center Supervisors covers the practical side of managing teams that work alongside AI-assisted systems, including how to monitor performance and adjust workflows when automation handles part of the workload.
HM Land Registry's move is part of a broader trend across UK public services. Contact centre teams in any sector should expect more of their daily tools to include AI features, and the core skills of customer service - clear communication, problem-solving, judgement - remain the foundation of the role.
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