Contact Centre, CRM and AI & Automation

Philip Mansfield made this Freedom of Information request to West Berkshire Council as part of a batch sent to 75 authorities Automatic anti-spam measures are in place for this older request. Please let us know if a further response is expected or if you are having trouble responding.

The request was successful.

Dear West Berkshire 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

foi, West Berkshire Council

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foi, West Berkshire Council

FoI/2022/743-Mansfield

 

Dear Sir or Madam,

 

Request for information: Contact Centre

 

Thank you for your request received 15 August 2022; we would normally seek
to respond within twenty working days, please get in contact if you have
any further queries

 

Yours sincerely,

 

FOI TEAM
Legal and Democratic, West Berkshire Council Market Street Newbury RG14
5LD
[1][West Berkshire Council request email]
[2]www.westberks.gov.uk

 

 

This email and any attachments to it may be confidential and are intended
solely for the use of the individual to whom it is addressed. Any views or
opinions expressed may not necessarily represent those of West Berkshire
Council. If you are not the intended recipient of this email, you must
neither take any action based upon its contents, nor copy or show it to
anyone. Please contact the sender if you believe you have received this
e-mail in error. All communication sent to or from West Berkshire Council
may be subject to recording and or monitoring in accordance with UK
legislation, are subject to the requirements of the Freedom of Information
Act 2000 and may therefore be disclosed to a third party on request.

References

Visible links
1. mailto:[West Berkshire Council request email]
2. http://www.westberks.gov.uk/

foi, West Berkshire Council

Dear Philip Mansfield, 
I write further to your request under the Freedom of Information Act
2000. 
The service have provided responses to your FOI request as follows: 

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.

Yes

b. Do you employ and manage your own agents, or do you outsource to a
third party? If you outsource who to?

We employ and manage our own agents.

c. How many contact centre agents do you have?

Currently 28.3 FTE

d. Do agents work from home? Or just your offices?

They have a choice of hybrid working or the office.

e. Please confirm the manufacturer of your contact centre system(s) that
are currently in place?

Supplier / company is Qmatic, product in Orchestra

f. When is your contract renewal date?

30/04/23

g. Who maintains your contact centre system(s)?

Internally supported by ICT, external support by the supplier /
manufacturer

2. CRM

a. Do you use a CRM in the contact centre? What platform is used?

No

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?

Yes, it’s supplied by We Build Bots

b. Does your organisation utilise RPA technology? If so which RPA
technology provider do you use?

No

If you are unhappy with the way your request has been handled or the
outcome of your request, you may ask for an internal review. You should
contact The FoI Reviewing Officer, Legal & Democratic Services, Council
Offices, Market Street, Newbury RG14 5LD, email [1][email address],
within 40 working days, if you wish to request a review. 

  

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. The Information Commissioner can be contacted at: - Information
Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9
5AF. 

 

Yours sincerely,
Thomas 

FOI TEAM
Legal and Democratic, West Berkshire Council Market Street Newbury RG14
5LD
[2][West Berkshire Council request email]
[3]www.westberks.gov.uk 

══════════════════════════════════════════════════════════════════════════

From: Philip Mansfield <[FOI #886954 email]>
Sent: 15 August 2022 11:26
To: foi <[West Berkshire Council request email]>
Subject: Freedom of Information request - Contact Centre, CRM and AI &
Automation
 
This is an EXTERNAL EMAIL. STOP. THINK before you CLICK links or OPEN
attachments.

Dear West Berkshire 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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