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Kind regards

FOI Team

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Dear Mr Webb,

Thank you for your request under the Freedom of Information Act (2000) in
which you asked for the following information:

Dear Oxfordshire County Council,

1. Contact Centre

a. Do you have a customer/ citizen facing contact centre?

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?

We are writing to acknowledge your request. Your request has been logged
under reference 24804 FOI.

Your request is being considered and we aim to send your response by 17
February 2025 in accordance with the Legislation. However, if there are
circumstances where this is not possible, we will write to further inform
you of when you will expect to receive your response.

Please do not hesitate to contact us if you have any further enquiries
about your request, quoting your reference number above.

Kind regards

Renata

Renata Malinowski

FOI Support Officer

Voice of the Customer Team

Oxfordshire County Council

This email, including attachments, may contain confidential information.
If you have received it in error, please notify the sender by reply and
delete it immediately. Views expressed by the sender may not be those of
Oxfordshire County Council. Council emails are subject to the Freedom of
Information Act 2000. [1]email disclaimer. For information about how
Oxfordshire County Council manages your personal information please see
our [2]Privacy Notice.

References

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1. https://www.oxfordshire.gov.uk/emaildisc...
2. https://www.oxfordshire.gov.uk/council/a...

Dear Mr Webb,

Please find attached our response to your Freedom of Information request.

Kind Regards

Renata

Renata Malinowski

Freedom of Information Support Officer

Voice of the Customer Team

Customers and Organisational Development

Oxfordshire County Council

Email:  [1]jointcommissioning[Oxfordshire County Council request email]

[2]www.oxfordshire.gov.uk

This email, including attachments, may contain confidential information.
If you have received it in error, please notify the sender by reply and
delete it immediately. Views expressed by the sender may not be those of
Oxfordshire County Council. Council emails are subject to the Freedom of
Information Act 2000. [3]email disclaimer. For information about how
Oxfordshire County Council manages your personal information please see
our [4]Privacy Notice.

References

Visible links
1. mailto:jointcommissioning[oxfordshire%20county%20council%20request%20email]
2. http://www.oxfordshire.gov.uk/
3. https://www.oxfordshire.gov.uk/emaildisc...
4. https://www.oxfordshire.gov.uk/council/a...