Contact Centre, CRM and AI & Automation

The request was successful.

Dear Office of Gas and Electricity Markets,

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

Information Rights Team, Office of Gas and Electricity Markets

Dear Philip,

Thank you for your email on 16 August in which you requested the following
information:

" 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? "

We are considering your request under the Freedom of Information Act 2000
("FOIA").

I have forwarded your correspondence to the relevant team and will respond
within 20 working days, or sooner if possible.

Kind regards,

Peter Emerson

Information Rights Team, Office of Gas and Electricity Markets

1 Attachment

Dear Philip,

Please find attached our response to your request for information.

Kind regards,

Peter Emerson