Contact Centre, CRM, and AI & Automation.
Dear Lincolnshire Partnership NHS Foundation Trust,
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,
Scarlett Morley
Dear Philip,
Thank you for your email below requesting information from Lincolnshire Partnership NHS Foundation Trust.
Your request is being dealt with under the terms of the Freedom of Information Act 2000 and will be answered within twenty working days.
If you have any queries about this request, please do not hesitate to contact me.
Kind regards
FOI Department
Lincolnshire Partnership NHS Foundation Trust
Trust Headquarters, St George’s, Long Leys Road, Lincoln, LN1 1FS
CONFIDENTIALITY STATEMENT
DISCLAIMER: This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Therefore if the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this E-Mail is strictly prohibited. Any views or opinions expressed are those of the author and do not necessarily represent the views of Lincolnshire Partnership NHS Foundation Trust unless otherwise explicitly stated. The information contained in this e-mail may be subject to public disclosure under the Freedom of Information Act 2000. Unless the information is legally exempt from disclosure, the confidentiality of this e-mail and your reply cannot be guaranteed.
Dear Philip,
Further to your Freedom of Information Request, as per your original email, our response from Lincolnshire Partnership NHS Foundation Trust is attached.
Kind regards,
FOI Department
Lincolnshire Partnership NHS Foundation Trust Trust Headquarters, St George’s, Long Leys Road, Lincoln, LN1 1FS
CONFIDENTIALITY STATEMENT
DISCLAIMER: This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Therefore if the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this E-Mail is strictly prohibited. Any views or opinions expressed are those of the author and do not necessarily represent the views of Lincolnshire Partnership NHS Foundation Trust unless otherwise explicitly stated. The information contained in this e-mail may be subject to public disclosure under the Freedom of Information Act 2000. Unless the information is legally exempt from disclosure, the confidentiality of this e-mail and your reply cannot be guaranteed.
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