Contact Centre, CRM and AI & Automation
Dear Luton Borough Council,
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 Phillip
Re: Your Freedom of Information Request - Acknowledgement
Thank you for your request for information. We are treating this as a request under the Freedom of Information Act 2000.
The legislation allows us 20 working days to respond to your request. The 20 working day period will start once we have the clarification we have requested for.
Should you have any queries or concerns about how your request is being handled, please do not hesitate to contact us further, quoting the above reference, by emailing us at [Luton Borough Council request email]
Yours sincerely,
Joseph Geikie
Complaints admin officer
Business Intelligence
3rd floor
Arndale House
Luton Borough Council
Dear Mr Mansfield,
Please find attached response to you FOI enquiry Ref LU4 295
Apologies for the delay in replying.
Kind Regards
Nikki Middleton
Head of Customer Services
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