Contact Centre, CRM and AI & Automation

The request was successful.

Dear North Lincolnshire 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

Information Governance Team, North Lincolnshire Council

Dear Philip Mansfield,

Thank you for your request which was received on 15th August. The estimate
response date for your request is the 13th September.

Should you have any queries, amendments or additions relating to this
request, please remember to quote the reference number above in any future

Yours Faithfully

Information Governance Team
North Lincolnshire Council

Information Governance Team, North Lincolnshire Council

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  • Attachment

    Information Disclosure FOI2022 01257.odt

    640K Download

Dear Philip Mansfield,

I am writing in response to your request for information, that was
received on the 15th August. Please find our Information Disclosure letter

If we can be of any further assistance with regard to this request please
let us know quoting the above reference number.

Yours sincerely,

Information Governance Team
North Lincolnshire Council