Contact Centre, CRM, and AI & Automation.
Dear Bedfordshire, Luton and Milton Keynes Integrated Care Partnership,
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
I am out of the office today, I will respond on Thursday 9th February.
Regards
Michelle
Philip
I have copied in the team that deals with all FOI requests for Bedfordshire, Luton and Milton Keynes Integrated Care Board.
Regards
Michelle Evans-Riches
Programme Manager ICB Transition
BLMK ICS
Tel: 07976661004
FOI Ref: FOI-479
Thank you for your enquiry that we received on 8 February 2023. Please send all FOI requests to [email address]
We aim to respond to freedom of information requests within the statutory 20 working day timeframe and will keep you informed if there are any delays.
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Kind regards
Harminder
Complaints and FOI Officer
NHS Bedfordshire, Luton and Milton Keynes Integrated Care Board
Telephone: 0800 148 8890
Email: [email address]
www.bedfordshirelutonandmiltonkeynes.icb...
www.blmkhealthandcarepartnership.org
Please find attached our response to your request under the Freedom of Information Act (2000). Your request for information has been dealt with in accordance with the FOI Act and we trust that you find the response beneficial.
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or email: [email address]
Further information about the Freedom of Information Act can be found on the Information Commissioner's website: http://www.ico.gov.uk/
Kind regards
Harminder
Complaints and FOI Officer
NHS Bedfordshire, Luton and Milton Keynes Integrated Care Board
Telephone: 0800 148 8890
Email: [email address]
www.bedfordshirelutonandmiltonkeynes.icb...
www.blmkhealthandcarepartnership.org
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