Thank you for your request for information as outlined below:

1- Contact Centre – target to organisations we know have a CC a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.

b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?

c. How many contact centre agents do you have?

d. Do agents work from home? Or just your offices?

e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?

f. When is your contract renewal date?

g. Who maintains your contact centre system(s)?

2- CRM

a. Do you use a CRM in the contact centre? What platform is used?

b. Do you use the same CRM for the rest of the organisation? What platform is used?

c. Do you use a knowledge base / knowledge management platform? What platform is used?

3- AI & Automation

a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?

b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?

Your request was received on 8th February 2023 and I am dealing with it under the terms of the Freedom of Information Act 2000.

Response

Question 1 - Contact Centre

Yes- we have a customer/citizen facing contact centre

1b - We manage our own agents but also outsource one call stream to Serco.

1c - 589 in our contact centre – 86 outsourced. This number is subject to possible frequent change as staff leave/join the organisation.

1d - Mix of home and office working

1e - Verint / Jabber / Finesse

1f - The contract with the incumbent supplier ends on the 28th September 2023.

1g - The Contact Centre contract is currently with GCI Network Solutions Ltd and we are currently going through a procurement process to replace this contract.

Question 2 - CRM

2a - We use a number of platforms depending on the stream. Microsoft Dynamics / Compendia / PPC Telesales / LSF / Data Capture / PECS Prod

2b – We use a variety of platforms across the whole business, such as those outlined in 2a

2c - Yes – Dynamics

Question 3 - AI & Automation

3a - No

3b - Yes. Blue Prism.

Data Queries

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