Shared Contact Centres - Service Analysis

Roedd y cais yn llwyddiannus.

Dear Caerphilly County Borough 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

WWW: FOI, Caerphilly County Borough Council

1 Atodiad

Thank you for your recent FOI / EIR request. Please find attached an acknowledgement for this request.

dangos adrannau a ddyfynnir

WWW: FOI, Caerphilly County Borough Council

Dear Peter Rowell

 

FREEDOM OF INFORMATION ACT 2000 - INFORMATION REQUEST

 

Thank you for your request for information received on 3rd October 2019.
We have considered your request and enclose the following information -

 

(1) How many employees do you have overall within your organisation?
8,500

(2) Who currently provides your calls and lines?
British Telecommunications Plc

(3) What is your current annual spend on calls and lines?
£149,000 (central spend via Digital Services)

(4) When is your contract renewal date?
30/04/2022 with option to extend for 24 months

(5) Are you using SIP or ISDN?
Mixture, but will be moving to SIP by end of year

(6) Do you use a wide area network?
Yes

(7) Please confirm the manufacturer of your telephone system(s) that are
currently in place?
Mitel

(8) When was the installation date of your telephone equipment?
2018

(9) Who maintains your telephone system(s)?
Gamma

(10) Please confirm value of the initial project and value of annual
support/maintenance services (in £)?
£116,630, annual costs £79,015 (these include our contact centre)

(11) When is your contract renewal date?
31/03/2022

(12) Please confirm the manufacturer of your Contact centre system(s) that
are currently in place?
Mitel

(13) When was the installation date of your contact centre infrastructure?
2018

(14) Who maintains your contact centre system(s)?
Gamma

(15) Please confirm value of the initial project and value of annual
support/maintenance services (in £)?
Included in above figures

(16) How many contact centre employees/agents do you have?
60

(17) When is your contract renewal date?
31/03/2022

(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?
Currently trialling Microsoft and Mitel solutions.

We supply this information based on your original request.  If this is not
what you wanted or if you feel we have not fully understood your request
please do not hesitate to contact me to clarify your exact requirements.

 

If you have any queries or concerns or are in any way dissatisfied with
the handling of your request please contact us.

 

Yours sincerely

 

GWYN WILLIAMS

Digital Services Manager

 

 

Freedom of Information Act 2000 / Environmental Information Regulations
2004

 

You have the right to appeal against our decision.
If you wish to appeal please set If you are unhappy with that decision
out in writing your grounds of you have the right to appeal to:
appeal and send to:
 
Corporate Information Governance
Unit Information Commissionerâ s Office â
Caerphilly county borough council, Wales
Penallta House 2nd Floor, Churchill House
Tredomen Park Churchill Way
Hengoed. CF82 7PG Cardiff CF10 2HH

   

Appeals will be determined by an Tel: 0330 414 6421
appropriate senior officer.
Website: [1]www.ico.org.uk

Email: [2][email address]

 

 

Re-use of information without permission may infringe the Copyright,
Designs and Patents Act 1988. Re-use can include, but is not limited to,
making multiple copies, publishing and issuing copies of the information
to a wider audience. If you would like to re-use copyright material owned
by Caerphilly County Borough Council, please contact us. Authorisation to
re-use copyright material not owned by this Authority should be sought
directly from the copyright owner.

 

 

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