Shared Contact Centres - Service Analysis
Dear Rhondda Cynon Taff Council,
We are currently looking into the current status of inter-district shared contact centers in Wales, we would therefore like to request the following information:
How many employees do you have overall within your organisation?
Who currently provides your calls and lines?
What is your current annual spend on calls and lines?
When is your contract renewal date?
Are you using SIP or ISDN?
Do you use a wide area network?
Please confirm the manufacturer of your telephone system(s) that are currently in place?
When was the installation date of your telephone equipment?
Who maintains your telephone system(s)?
Please confirm value of the initial project and value of annual support/maintenance services (in £)?
When is your contract renewal date?
Please confirm the manufacturer of your Contact centre system(s) that are currently in place?
When was the installation date of your contact centre infrastructure?
Who maintains your contact centre system(s)?
Please confirm value of the initial project and value of annual support/maintenance services (in £)?
How many contact centre employees/agents do you have?
When is your contract renewal date?
Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/ Cisco/Avaya/Mitel? If yes, what tools are you currently using?
Yours faithfully,
Peter Rowell
Dear Mr Leonard
Thank you for your request for information.
Your request will be processed in accordance with the Freedom of
Information Act 2000 (or Environmental Information Regulations 2004, if it
relates to environmental information).
You should ordinarily expect to receive a response to your request no
later than 20 working days following the date of submission to the
Council. We will contact you should this not be the case.
Yours sincerely
Carfan Llywodraethu Corfforaethol / Corporate Governance Team
ar ran Cyfarwyddwr Gwasanaethau Cyfreithiol a Llywodraethol / for Director
of Legal & Democratic Services
Dear Mr Rowell
We refer to your Freedom of Information Request in respect of Telephone
and Contact Centre Systems.
The Authority's response is set out below:
1. How many employees do you have overall within your organisation -
10,552 (including school staff)
2. Who currently provides your calls and lines - Talk Talk / BT
3. What is your current annual spend on calls and lines - 18/19 annual
£235k
4. When is your contract renewal date - 31/03/2020
5. Are you using SIP or ISDN - Both
6. Do you use a wide area network - Yes
7. Please confirm the manufacturer of your telephone system(s) that are
currently in place - Cisco CUCM / Unify
8. When was the installation date of your telephone equipment - Cisco2015
/ Unify 2007
9. Who maintains your telephone system(s) - Maintel and in-house engineers
10. Please confirm value of the initial project and value of annual
support/maintenance services (in £) - £55k
11. When is your contract renewal date - 01/06/2020
12. Please confirm the manufacturer of your Contact centre system(s) that
are currently in place - Unify
13. When was the installation date of your contact centre infrastructure -
2007
14. Who maintains your contact centre system(s) - Maintel
15. Please confirm value of the initial project and value of annual
support/maintenance services (in £) - see Q10
16. How many contact centre employees/agents do you have - 120
17. When is your contract renewal date - see Q11
18. Do you use Unified Communications or Collaboration tools such as
Microsoft Skype for Business/ Cisco/Avaya/Mitel? If yes, what tools are
you currently using - Yes, Microsoft Teams
If you are unhappy with the way your request for information has been
handled, you can request a review of the Council’s response. If you wish
to exercise this right, you must do so within 40 working days of the date
of this response. Please set out in writing your grounds and send your
appeal to Mrs Julie Llewellyn. She may be reached at
[1][email address] or at RCT CBC, The Pavilions, Clydach
Vale, Tonypandy, CF40 2XX.
Additionally you may, if you wish, find out more about the Freedom of
Information Act & Environmental Information Regulations from the
Information Commissioner at [2]http://www.ico.org.uk/
Yours sincerely
Llywodraethu Corfforaethol/Corporate Governance
ar ran Cyfarwyddwr y Gwasanaethau Cyfreithiol/for Director of Legal
Services
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