University Hospital
Clifford Bridge Road
Walsgrave
Coventry
CV2 2DX

Direct Line: 024 76968771
www.uhcw.nhs.uk

Dear Requester

We acknowledge receipt of your email to UHCW:

Freedom of Information Request Form

If you have submitted a request under the Freedom of Information Act
(FOIA) your request will be considered and you will receive our response
within the statutory timescale of 20 working days.

The reference number for your email is FOI/2029.

Should you have any further inquiries concerning this matter, please reply
to this email leaving the subject line unchanged.

Yours sincerely,
UHCW

 
University Hospital
Clifford Bridge Road
Walsgrave
Coventry
CV2 2DX

Direct Line: 024 76968771
www.uhcw.nhs.uk

Our Ref: FOI/2029
Date: 16th September 2022

By email only

Dear Requester

We write further to your request for information under the Freedom of
Information Act received 15th August 2022.  We have set out your request,
together with our response below. 

1. Contact Centre – target to organisations we know have a CC 
a. Do you have a customer/ citizen facing contact centre? If not please
skip these questions. - Yes
b. Do you employ and manage your own agents, or do you outsource to a
third party? If you outsource who to? - Managed by the Trust
c. How many contact centre agents do you have? - 14
d. Do agents work from home? Or just your offices? - Offices
e. Please confirm the manufacturer of your contact centre system(s) that
are currently in place? - Openscape
f. When is your contract renewal date? - Not applicable
g. Who maintains your contact centre system(s)? - The ICT department

2. CRM
a. Do you use a CRM in the contact centre? What platform is used? - No
b. Do you use the same CRM for the rest of the organisation? What platform
is used?  - Not applicable
c. Do you use a knowledge base / knowledge management platform? What
platform is used? - Not applicable

3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If
so, who provides this chatbot technology?  - No
b. Does your organisation utilise RPA technology? If so which RPA
technology provider do you use?  - No

As we have provided the information that we do hold your request is now
closed.  We trust that this is satisfactory but if you are dissatisfied
with the way that it has been handled you have the right to ask for an
internal review.  Internal review requests should be submitted within two
months of the date of receipt of the response to your original letter and
should be addressed to: David Walsh, Director of Corporate Affairs,
University Hospitals Coventry & Warwickshire NHS Trust, Clifford Bridge
Road, Coventry CV2 2DX.

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision.  The Information Commissioner can be contacted at: Information
Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9
5AF.

Yours sincerely

Andrea Phillips
FOI & Access to Health Records Manager