Contact Centre, CRM, and AI & Automation.
Dear Birmingham and Solihull 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
Dear Philip Mansfield
Thank You for your email received 9 February 2023 requesting information
regarding Contact Centres, AI and Automation. Your request is being
managed under the terms of the Freedom of Information Act 2000.
We aim to provide you with a response within 20 working days as per the
statutory time limit, therefore you should receive a response by 9 March
2023. However, this may take longer if certain exemptions to disclosure
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Yours Sincerely
FOI Team
NHS Birmingham and Solihull
First Floor | Wesleyan | Colmore Circus | Birmingham | B4 6AR
[3][email address] – Please direct all FOI queries to this e-mail address
[4]NHS Birmingham and Solihull (icb.nhs.uk)
Dear Philip Mansfield
Thank you for your request for information dated 9 February 2023. Your
request has been managed under the terms of the Freedom of Information Act
2000.
Your final response attached.
Yours Sincerely
FOI Team
NHS Birmingham and Solihull
First Floor | Wesleyan | Colmore Circus | Birmingham | B4 6AR
[1][email address] – Please direct all FOI queries to this e-mail address
[2]NHS Birmingham and Solihull (icb.nhs.uk)
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