Contact Centre, CRM, and AI & Automation.
Dear Birmingham City University,
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
Dear Philip,
RE: INFORMATION REQUEST DATED 16 JANUARY 2023
REF: FOI - 2022-00636
Thank you for your request for information. This was received on 16th January 2023 and we are dealing with it under the terms of the Freedom of Information Act 2000.
We will respond to the information request within 20 working days (i.e on or before 13th February 2023). If we are unable to respond to the request or if the University does not hold the information or if there is a reason for it to be withheld, we will write to you with the reasons why.
If you have any queries or concerns about the process, please do not hesitate to contact us. Otherwise we will write to you on or before 13th February 2023.
Thanks,
Information Management Team
Legal Services & Compliance
Birmingham City University
Email: [email address]
The Legal Services & Compliance Team works in an agile way.
Let us know how we did by completing our quick feedback form
This email is confidential and is intended for the addressee only. If received in error please notify the sender immediately and do not copy, retain or distribute it.
Dear Philip,
RE: INFORMATION REQUEST DATED 16th JANUARY 2022
REF: FOI-00636
Further to your request for information, please see our response attached.
If you are dissatisfied with the handling of your request, you have the right to ask for an internal review. Requests for an internal review should be made to the Head of Legal and Compliance at [Birmingham City University request email] or by writing to: Head of Legal and Compliance, Birmingham City University, Joseph Priestley Building, Cardigan Street, B4 7BD.
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. Please see https://ico.org.uk/make-a-complaint/ for details of their procedure. The Information Commissioner can be contacted at: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
Many thanks,
Information Management Team
Legal Services & Compliance
Birmingham City University
Email: [email address]
The Legal Services & Compliance Team works in an agile way.
Let us know how we did by completing our quick feedback form
This email is confidential and is intended for the addressee only. If received in error please notify the sender immediately and do not copy, retain or distribute it.
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