Contact centre information

FOI reference - FOI-89
Date - 8 February 2023

Request

You have requested the following information:

1. Contact centre
   1. Do you have a customer / citizen facing contact centre? 
   2. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
   3. How many contact centre agents do you have?
   4. Do agents work from home? Or just your offices?
   5. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
   6. When is your contract renewal date?
   7. Who maintains your contact centre system(s)?
2. CRM
   1. Do you use a CRM in the contact centre? What platform is used?
   2. Do you use the same CRM for the rest of the organisation? What platform is used?
   3. Do you use a knowledge base / knowledge management platform? What platform is used?
3. AI and Automation
   1. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
   2. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?

Response

I can confirm that we hold the information you have requested.

Information we are able to supply

1. Contact centre
   1. Yes
   2. Both in and outsource. Outsourced is provided by Hinduja Global Solutions UK
   3. 70-100
   4. Both
   5. Insourced Anywhere 365
   6. February 2024
   7. Corporate Project Solutions
2. CRM
   1. D365
   2. We also use a legacy system that is transferring to D365
   3. Verint
3. AI and Automation
   1. No
   2. No.

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