Contact Centre, CRM and AI & Automation

The request was successful.

Dear Wirral Metropolitan Borough 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

InfoMgr, FinDMT, Wirral Metropolitan Borough Council

Dear Mr Mansfield

 

Please see below Wirral Council's response to your recent enquiry.

1.            Contact Centre

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?  - Employ and Manage
our own agents

c.             How many contact centre agents do you have? - 16

d.            Do agents work from home? Or just your offices? -
Agile/Hybrid approach

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

f.             When is your contract renewal date? - see the chest
[1]https://procontract.due-north.com/Contra...

g.            Who maintains your contact centre system(s)?  -  In House IT
department

 

2.            CRM

a.            Do you use a CRM in the contact centre? What platform is
used?  - YES  - Granicus & Oracle

b.            Do you use the same CRM for the rest of the organisation?
What platform is used? -  NO - Some departments use other platforms

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

 

Yours sincerely

 

 

Lynette Paterson

Principal Information Management Officer

Resources – Digital and Improvement

Wirral Council

PO Box 290
Brighton Street
Wallasey
CH27 9FQ

 

Email: [2][Wirral Borough Council request email]

 

Visit our website: [3]www.wirral.gov.uk

 

 

 

 

This email and any files transmitted with it are confidential and intended
solely for the use of the individual or entity to whom they are addressed.
If you have received this email in error please notify the system manager.

References

Visible links
1. https://procontract.due-north.com/Contra...
2. mailto:[Wirral Borough Council request email]
3. http://www.wirral.gov.uk/