Contact Centre, CRM, and AI & Automation.

Dear Sir/Madam

FREEDOM OF INFORMATION ACT 2000 – INFORMATION REQUEST

Your request has now been considered and the information requested is below.

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? Employ our own Customer Service Assistants c. How many contact centre agents do you have? We have amalgamated Customer Service with all staff covering face to face and CRM - 14 CSA in total d. Do agents work from home? Or just your offices? On site in the office e. Please confirm the manufacturer of your contact centre system(s) that are currently in place? My Council Services f. When is your contract renewal date? New contract launched March 2022 g. Who maintains your contact centre system(s)? Abavus 2. CRM a. Do you use a CRM in the contact centre? What platform is used? My Council Services b. Do you use the same CRM for the rest of the organisation? What platform is used? One System for the organisation c. Do you use a knowledge base / knowledge management platform? What platform is used?
No 3. AI & Automation a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology? No b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use? No

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Yours faithfully


Freedom of Information

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