Nid ydym yn gwybod a yw'r ymateb mwyaf diweddar i'r cais hwn yn cynnwys gwybodaeth neuai peidio - os chi ywPhilip Mansfield mewngofnodwch a gadael i bawb wybod.

Contact Centre, CRM, and AI & Automation

Philip Mansfield made this Rhyddid Gwybodaeth request to Royal Conservatoire of Scotland as part of a batch sent to 132 authorities

Automatic anti-spam measures are in place for this older request. Please let us know if a further response is expected or if you are having trouble responding.

We're waiting for Philip Mansfield to read a recent response and update the status.

Dear Royal Conservatoire of Scotland,

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?

Yours faithfully,

Scarlett Morley

foi, Royal Conservatoire of Scotland

Dear Sir/Madam,

Thank-you for your request, received by the Royal Conservatoire of Scotland. In relation to section 1 questions, I can report that the RCS does not have a contact centre. In relation to question 2b, I can report that we use Spectrix to support our ticketing and box office functions. In relation to 2c, we use Pure to showcase our research outputs, and finally in relation to section 3, we do not use RPA or chatbot technology.

I do hope this information satisfies your request in full, but please do let me know if I can offer any further assistance.

Yours sincerely,

Caroline Cochrane
Head of Information Services
[email address]

175 years of excellence. The Royal Conservatoire of Scotland is consistently recognised as one of the world's top performing arts institutions.

If you are not satisfied with the way in which your request has been dealt with, you are entitled, in the first instance, to request a review of the decision made by Royal Conservatoire of Scotland. Should you wish to request such a review, please write to me within 40 working days of receiving this response. If, after having been informed of the review panel's decision, you are still not satisfied, you are then entitled to appeal to the Scottish Information Commissioner. Contact details are: Office of the Scottish Information Commissioner, Kinburn Castle, Doubledykes Road, St Andrews, Fife, KY16 9DS, telephone 01334 464 610. Direct appeals can be made on the Commissioner online appeals service at:

dangos adrannau a ddyfynnir

Nid ydym yn gwybod a yw'r ymateb mwyaf diweddar i'r cais hwn yn cynnwys gwybodaeth neuai peidio - os chi ywPhilip Mansfield mewngofnodwch a gadael i bawb wybod.