Route 101 Implements Amazon Connect for The Revel Collective

Route 101 has successfully deployed its Amazon Connect-powered contact centre solution for The Revel Collective, operator of 60 venues across the UK under brands including Revolution.

“We’re thrilled to see the tangible impact our solution has had for The Revel Collective,” said Russell Attwood, CEO and Founder of Route 101.

“This project is a great example of how cloud technology, implemented quickly and effectively, can transform operations and deliver real business value.”

The hospitality group had been struggling to manage high booking volumes and guest enquiries across multiple sites, with answer rates falling as low as 50%.

Route 101’s team delivered a scalable, centralized telephony solution in just four weeks, designed to streamline communications and improve customer experience.

The deployment included smart call routing via mini IVR, automated voicemail transcription with email alerts, and advanced reporting to support performance tracking and accountability.

Since go-live, The Revel Collective has reported clear results:

• Call answer rates improved to 95–97% (up from 50%)
• Queue times reduced by 40 seconds, with average handle times cut by one minute
• Call volumes down 30% thanks to first-time resolution gains
• Outbound activity up 50%, enabled by improved tracking tools

By delivering the project at pace and tailoring the solution to The Revel Collective’s needs, Route 101 has reinforced its position as a trusted contact centre partner for the hospitality sector.

“Thanks to the solution delivered by Route 101, we have been able to implement situational-based training using call recordings and live examples, significantly enhancing our team’s development,” said Jodie Forsyth, Head of Sales – Bar Brands, The Revel Collective.

“The system has also played a crucial role in managing the performance of our new team by allowing us to monitor agent status and access detailed insights on individual calls, including call duration and recordings.”

Click here to read the full case study.

Author: Hannah Swankie

Reviewed by: Rachael Trickey