Dear Philip Mansfield
I acknowledge receipt of your email received by this office on 26 January 2023.
Your request will now be dealt with under the Freedom of Information Act 2000 and has been allocated reference FOI23-030 which should be quoted in all correspondence. We will respond to your request within 20 working days starting the next working day after receipt, therefore you can expect to receive a response no later than 23 February 2023.
In some circumstances a fee may be payable and, if that is the case, we will let you know. A fees notice will be issued to you, and you will be required to pay before we will proceed to deal with your request.
Yours sincerely

Swyddfa Ysgrifenydd y Brifysgol
Prifysgol Caerdydd
Ebost : [email address]

Mae'r Brifysgol yn croesawu gohebiaeth yn Gymraeg neu'n Saesneg. Ni fydd gohebu yn Gymraeg yn creu unrhwy oedi. University Secretary's Office
Cardiff University
Email: [email address]

The University welcomes correspondence in Welsh or English. Corresponding in Welsh will not lead to any delay.

show quoted sections

Dear Philip Mansfield

I am writing in response to your Freedom of Information request dated 26
January 2023

For ease of reference, I have reproduced your question(s) below and set
out our corresponding response(s).

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?

•           Employ our own

c. How many contact centre agents do you have?

•           Not known, as they are spread across many University
departments. The information you have requested is held at school level
and is not routinely collated centrally.  As there are 24 Academic Schools
it would take considerably more than 18 hours to collate the information
you require.  The University is not obliged to spend more than 18 hours
(as set by the Freedom of Information and Data Protection (Appropriate
Limit and Fees) Regulations 2004) collating such information and
accordingly the exemption provided by section 12(2) of the Freedom of
Information Act 2000 will apply.

d. Do agents work from home? Or just your offices?

•           Both Home and Office

e. Please confirm the manufacturer of your contact centre system(s) that
are currently in place?

•           Netcall

f. When is your contract renewal date?

•           January 2023

g. Who maintains your contact centre system(s)?

•           Vendor

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?

•           No. We use Engage2Serve

c. Do you use a knowledge base / knowledge management platform? What
platform is used?

•           Helpjuice

3. AI & Automation

a. Does your organisation have a customer or citizen facing chatbot? If
so, who provides this chatbot technology?

•           Gecko and Netcall chatbots

b. Does your organisation utilise RPA technology? If so which RPA
technology provider do you use?

•           No, other than software embedded within other applications
e.g. Office 365

I trust this information satisfies your enquiry. Should you feel
dissatisfied with this response or the way in which your request was
handled you can request an Internal Review. This should be made in writing
within 40 working days of the date of this email. Please provide your
unique reference number of your request, information on why you are
dissatisfied and any detail you would like us to consider as part of the
Internal Review process. Email your request to
[1][email address] where it will be forwarded to the Head of
Compliance and Risk who will be responsible for overseeing the review.

If you remain dissatisfied following the outcome of your complaint, you
have the right to apply directly to the Information Commissioner for
consideration. The Information Commissioner can be contacted at the
following address: Information Commissioner's Office, Wycliffe House,
Water Lane, Wilmslow, Cheshire, SK9 5AF.

I would like to take this opportunity to thank you for your interest in
Cardiff University. If you require further assistance please feel free to
contact me.

Kind regards

Swyddfa Ysgrifenydd y Brifysgol University Secretary’s Office

Prifysgol Caerdydd Cardiff University

Ebost : [2][email address] Email: [3][email address] 
 
 
 
The University welcomes
Mae'r Brifysgol yn croesawu correspondence in Welsh or English. 
gohebiaeth yn Gymraeg neu'n Saesneg.  Corresponding in Welsh will not lead
Ni fydd gohebu yn Gymraeg yn creu to any delay.
unrhwy oedi.

References

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