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Contact Centre, CRM, and AI & Automation.

Philip Mansfield made this Freedom of Information request to Coventry and Warwickshire Integrated Care Partnership as part of a batch sent to 206 authorities This request has been closed to new correspondence. Contact us if you think it should be reopened.

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Philip Mansfield
Delivered

Dear Coventry and Warwickshire 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

Link to this Report
WARWICKSHIREICB (NHS ARDEN AND GREATER EAST MIDLANDS COMMISSIONING SUPPORT UNIT),

1 Attachment

ACKNOWLEDGEMENT OF FREEDOM OF INFORMATION REQUEST

 

FOI Reference: 70144

 

Dear Philip Mansfield

 

I acknowledge receipt of your FOI request on behalf of NHS Coventry and
Warwickshire Integrated Care Board (ICB) which we received on 08 February
2023

 

A response to your request will be sent within 20 working days after
receipt, the date 08 March 2023.

 

Yours sincerely

Lindsay Parker

On behalf of NHS Coventry and Warwickshire ICB

FOI team Arden & GEM CSU

Engagement, Communications and Marketing

 

NHS Arden and Greater East Midlands Commissioning Support Unit

St. John’s House, East Street, Leicester, LE1 6NB

 

T: 01246 514965

E: [1][Coventry and Warwickshire Integrated Care Partnership request email]

W: [2]www.ardengemcsu.nhs.uk

 

 

[3]Description: cid:image004.jpg@01D03175.7654D4B0

 

 

From: NHBCH Trustees <[4][email address]>
Sent: 25 January 2023 13:34
To: WARWICKSHIREICB (NHS ARDEN AND GREATER EAST MIDLANDS COMMISSIONING
SUPPORT UNIT) <[5][Coventry and Warwickshire Integrated Care Partnership request email]>
Subject: Fwd: FOI request

 

 

 

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Link to this Report
WARWICKSHIREICB (NHS ARDEN AND GREATER EAST MIDLANDS COMMISSIONING SUPPORT UNIT),

1 Attachment

Dear Philip Mansfield

Please find attached letter in response to your recent request on behalf of NHS Coventry and Warwickshire ICB.

Kind regards

Lindsay Parker
Senior Freedom of Information Officer
On behalf of NHS Coventry and Warwickshire Integrated Care Board

NHS Arden and Greater East Midlands Commissioning Support Unit
St. John’s House, East Street, Leicester, LE1 6NB

T: 01246 514965
E: [Coventry and Warwickshire Integrated Care Partnership request email]
W: www.ardengemcsu.nhs.uk

show quoted sections

Link to this Report
We don't know whether the most recent response to this request contains information or not – if you are Philip Mansfield please sign in and let everyone know.