Reference: FOI-445624936
Date of request: 19/08/2022
Title of request: Contact Centre, CRM and AI & Automation

Dear Philip Mansfield ,

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Reference: FOI-445624936
Date of request: 15/08/2022
Title of request: Contact Centre, CRM and AI & Automation
Information request:

Dear Milton Keynes 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

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