Telephony and CRM systems

Roedd y cais yn llwyddiannus.

Dear Norfolk Constabulary,

What is the make and software version of the contact centre telephony system responsible for routing 999 and 101 calls to agents within the force's contact centres?

Does the contact centre telephony system deliver calls to agents using Automated Call Distribution (ACD)?

Does the contact centre telephony system support skills based routing of calls to agents?

Does the contact centre telephony system in operation deliver digital contact channels to agents e.g web chat, online form submission, SMS and Email?If so, indicate which one(s).

Does the contact centre telephony system in operation provide integration to 3rd party CRM and/or CAD system? If so please indicate the supplier of CRM and/or CAD system.

Do you currently have a Customer Relationship Management System, if so who is the software provider and what are the contract end dates?

What contact channels and systems are currently integrated with your CRM system ?

If you do not have a CRM system are there any plans or budget set aside to procure one in the future ?

Yours faithfully,

Mr N Oliver

Freedom Of Information (Norfolk), Norfolk Constabulary

Thank you for your email. Emails to this inbox will be monitored between 0800hrs and 1630hrs, Monday to Friday.

For non-emergency calls to Norfolk Constabulary please use the 101 telephone number.

In the case of an emergency, please dial 999.

dangos adrannau a ddyfynnir

Freedom Of Information (Norfolk), Norfolk Constabulary

Dear Mr Oliver,

Our Ref: FOI 000719/18

Please accept this email as confirmation that your request for information has been received.

Your request will now be considered and you will receive a response within the statutory timescale of 20 working days as defined by the Act, subject to the information not being exempt or containing a reference to a third party. In some circumstances Norfolk Constabulary may be unable to achieve this deadline. If this is likely you will be informed and given a revised time-scale at the earliest opportunity.

We anticipate being able to provide you with a response by 20/03/2018.

A full copy of the Freedom of Information legislation is available online via the website:
http://www.legislation.gov.uk/ukpga/2000...

Should you need to discuss this further please contact us on the details above.

I would like to take this opportunity to thank you for your interest in Norfolk Constabulary.

Yours sincerely,

 
Nina Bond
Freedom of Information Researcher
Information Management Department
Norfolk Constabulary
OCC, Jubilee House,  Falconer's Chase,
Wymondham, Norfolk, NR18 0WW.
Tel:  01953 425699 ext 2804 
www.norfolk.police.uk

dangos adrannau a ddyfynnir

Freedom Of Information (Norfolk), Norfolk Constabulary

Dear Mr Oliver

Our Ref: FOI 000719/18

Please note that as a result of collaborative working, your request is being dealt with as a Joint FOI Request on behalf of Norfolk and Suffolk Constabularies.

We anticipate being able to provide you with a response by 20 March 2018

A full copy of the Freedom of Information legislation is available online via the website: http://www.legislation.gov.uk/ukpga/2000...

Should you need to discuss this further please contact us on the details above.

I would like to take this opportunity to thank you for your interest in Norfolk and Suffolk Constabularies.

Yours sincerely,

Nina Bond
Freedom of Information Researcher
Information Management Department
Norfolk Constabulary
OCC, Jubilee House,  Falconer's Chase,
Wymondham, Norfolk, NR18 0WW.
Tel:  01953 425699 ext 2804 
www.norfolk.police.uk

dangos adrannau a ddyfynnir

Freedom Of Information (Norfolk), Norfolk Constabulary

1 Atodiad

20^th March 2018

 

Dear Mr Oliver,     

        

Our Ref: FOI 000719/18

 

Please find a PDF document attached in response to your request for
information from Norfolk and Suffolk Constabularies.

                                                                                        

Please note that as a result of collaborative working, your request is
being dealt with as a Joint FOI Request.

 

This is to inform you that all information relating to your request has
been collated and my response is attached.  This request is now complete
and shall be closed immediately.

 

Should any further information be requested regarding this topic, a
separate request will need to be submitted.

 

I would like to take this opportunity to thank you for your interest in
Norfolk and Suffolk Constabularies.

 

Yours sincerely,

 

 

+------------------------------------------------------------------------+
|Amanda Gibson |
|------------------------------------------------------------------------|
|Freedom of Information Decision Maker |
| |
|Information Management Department |
|------------------------------------------------------------------------|
|Norfolk Constabulary |
|------------------------------------------------------------------------|
|OCC, Jubilee House,  Falconer's Chase, |
|------------------------------------------------------------------------|
|Wymondham, Norfolk, NR18 0WW. |
| |
|Tel:  01953 425699 ext 2803   |
| |
|[1]www.norfolk.police.uk |
+------------------------------------------------------------------------+

 

 

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