Contact Centre, CRM, and AI & Automation.
Dear London School of Economics,
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
Thank you for your email. Please consider this as confirmation that your
request has been received and will be processed in line with statutory
deadlines. If there are any delays in responding we will let you know.
Dear Philip,
Further to your recent FoI request, the Schools response is provided below:
LSE has no specific contracts for Call Centres. The limited number of call centres operating at LSE utilise functionality that is native to the Broadworks cloud based Telephony platform we have. Call Centres are not covered under any separate contract and LSE has no 0800, 0845, 0870, 0844 or 0300 numbers.
If you think that the information provided does not meet your request, contact Rachael Maguire at [email address] or write to Louise Nadal, School Secretary, London School of Economics and Political Science, Houghton Street, London, WC2A 2AE. We will then review the response to your request and get back to you within 20 working days. You can also contact the Information Commissioner's Office http://www.ico.gov.uk/, though they expect the internal review to be carried out before receiving a complaint directly.
The provision of information by the LSE under the Freedom of Information Act 2000 does not imply a right to copy, reproduce publish or otherwise use such information. Copying or reproducing such information in any way either in whole or in part without prior written consent may be an infringement of copyright or other intellectual property right belonging to the LSE or a third party.
Yours sincerely,
The Information Rights Team
London School of Economics
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