Telephony and CRM Systems

The request was successful.

Dear Devon and Cornwall 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

FOI, Devon and Cornwall Constabulary

1 Attachment

Dear Mr Oliver,

We acknowledge receipt of your Freedom of Information Request to Devon &
Cornwall Police:

 

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 ?

 

Your request will be considered in accordance with the Freedom of
Information Act 2000. You should expect to be sent a response within the
statutory limit of 20 working days, subject to the provisions of the Act. 

 

Please Note: All disclosures made under FOI become public documents and
are published on the Force website.

 

Should you have any further inquiries concerning this matter, please
contact me quoting my reference number as above.

 

Yours sincerely,

 

Steve Hawkins
Alliance Freedom of Information Officer

Devon & Cornwall Police Headquarters, Middlemoor

 

Tel 01392 226770
[1][Devon and Cornwall Constabulary request email]

Alliance Information Management Department

Devon & Cornwall Police and Dorset Police

Working together to serve the public

 

[2]cid:image001.png@01D2E448.DDD35AC0

 

 

show quoted sections

E-mail should not be regarded as a secure means of communication, we take
all reasonable steps to ensure that e-mails are protected from malware,
but cannot accept liability for any loss or damage, howsoever arising, as
a result of their transmission to the recipients' computer or network.
*************************************************************************
For more information, or to contact us, please visit us at
[3]www.devon-cornwall.police.uk or [4]www.dorset.police.uk or e-mail
[5][email address] or [6][email address]

References

Visible links
1. mailto:[Devon and Cornwall Constabulary request email]
3. http://www.devon-cornwall.police.uk/
4. http://www.dorset.police.uk/
5. mailto:[email address]
6. mailto:[email address]

FOI, Devon and Cornwall Constabulary

3 Attachments

Dear Mr Oliver

Please find attached the response to your above numbered Freedom of
Information Request.

 

Yours sincerely,

 

 

Steve Hawkins
Alliance Freedom of Information Officer

Devon & Cornwall Police Headquarters, Middlemoor

 

Tel 01392 226770
[1][Devon and Cornwall Constabulary request email]

Alliance Information Management Department

Devon & Cornwall Police and Dorset Police

Working together to serve the public

 

[2]cid:image001.png@01D2E448.DDD35AC0

 

 

show quoted sections

E-mail should not be regarded as a secure means of communication, we take
all reasonable steps to ensure that e-mails are protected from malware,
but cannot accept liability for any loss or damage, howsoever arising, as
a result of their transmission to the recipients' computer or network.
*************************************************************************
For more information, or to contact us, please visit us at
[3]www.devon-cornwall.police.uk or [4]www.dorset.police.uk or e-mail
[5][email address] or [6][email address]

References

Visible links
1. mailto:[Devon and Cornwall Constabulary request email]
3. http://www.devon-cornwall.police.uk/
4. http://www.dorset.police.uk/
5. mailto:[email address]
6. mailto:[email address]