Hello

Please see below response to your FOI request.

Thanks

Charlotte Humphreys

Data Manager

Cardinal Newman Catholic High School

Bridgewater Avenue

Warrington

WA4 1RX

01925 635556

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From: Philip Mansfield <[1][FOI #943614 email]>
Sent: 30 January 2023 11:25
To: Jo Langstaff <[2][email address]>
Subject: Freedom of Information request - Contact Centre, CRM, and AI &
Automation

Dear Cardinal Newman Catholic High School, Warrington,

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. - No
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

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