Contact Centre, CRM and AI & Automation

Response to this request is long overdue. By law, under all circumstances, British Pharmacopoeia Commission should have responded by now (details). You can complain by requesting an internal review.

Dear British Pharmacopoeia Commission,

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.
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?

Yours faithfully,

Philip Mansfield

MHRA Customer Services, British Pharmacopoeia Commission

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________________________________________ From: Philip Mansfield
<[FOI #887302 email]> Sent: Tuesday, August 16,
2022 10:05:18 AM To: MHRA Customer Services Subject: Freedom of
Information request - Contact Centre, CRM and AI & Automation Dear British
Pharmacopoeia Commission, 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. 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? Yours faithfully, Philip Mansfield
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