Contact Centre, CRM, and AI & Automation.
Dear Royal Papworth Hospital 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,
I acknowledge on behalf of Royal Papworth NHS Foundation Trust receipt of your Freedom of Information request Ref: 5480. You should receive a response on or before 27/02/2023.
Kind Regards
Charlie Farrah | Deputy Information Governance Manager
Digital
Pronouns: She/Her
Direct Line 01223 639661 | Internal Ext 639661 or MSTeams
Working Hours: Monday - Friday 07:00 – 15:50
Advanced notice of leave:
Note: Please do not email me directly for Document Control queries, send all Document Control emails to [email address]
Freedom to Speak Up Champion
[email address]
Royal Papworth Hospital NHS Foundation Trust
Papworth Road | Cambridge Biomedical Campus | Cambridge | CB2 0AY | 01223 638000
Visit us: www.royalpapworth.nhs.uk
Support us: www.papworthhospitalcharity.org.uk
Tweet us: @RoyalPapworth
Follow us on Facebook: www.facebook.com/RoyalPapworth
We are a member of Cambridge University Health Partners
Dear Scarlett,
Please find attached Royal Papworth Hospital NHS Foundation Trust’s response to your Freedom of Information Request Ref: 5480
Kind Regards
Charlie Farrah | Deputy Information Governance Manager
Digital
Pronouns: She/Her
Direct Line 01223 639661 | Internal Ext 639661 or MSTeams
Working Hours: Monday - Friday 07:00 – 15:50
Advanced notice of leave:
Note: Please do not email me directly for Document Control queries, send all Document Control emails to [email address]
Freedom to Speak Up Champion
[email address]
Royal Papworth Hospital NHS Foundation Trust
Papworth Road | Cambridge Biomedical Campus | Cambridge | CB2 0AY | 01223 638000
Visit us: www.royalpapworth.nhs.uk
Support us: www.papworthhospitalcharity.org.uk
Tweet us: @RoyalPapworth
Follow us on Facebook: www.facebook.com/RoyalPapworth
We are a member of Cambridge University Health Partners
Dear Scarlett
Please find attached Royal Papworth Hospital NHS Foundation Trust’s response to your Freedom of Information Request Ref: 5480
Kind Regards
Charlie Farrah | Deputy Information Governance Manager
Digital
Pronouns: She/Her
Direct Line 01223 639661 | Internal Ext 639661 or MSTeams
Working Hours: Monday - Friday 07:00 – 15:50
Advanced notice of leave:
Note: Please do not email me directly for Document Control queries, send all Document Control emails to [email address]
Freedom to Speak Up Champion
[email address]
Royal Papworth Hospital NHS Foundation Trust
Papworth Road | Cambridge Biomedical Campus | Cambridge | CB2 0AY | 01223 638000
Visit us: www.royalpapworth.nhs.uk
Support us: www.papworthhospitalcharity.org.uk
Tweet us: @RoyalPapworth
Follow us on Facebook: www.facebook.com/RoyalPapworth
We are a member of Cambridge University Health Partners
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