Contact Centre, CRM, and AI & Automation.
Dear East Devon District 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
[1][IMG]
Dear Mr Mansfield
Thank for submitting your Freedom of Information request.
We will respond to your request as quickly as possible, within the 20 working
day statutory deadline under the Freedom of Information Act 2000.
For updates on this case, please quote your reference number FS-Case-485439816.
Yours sincerely,
Information and Complaints Officer
East Devon District Council
[2][East Devon District Council request email]
[3]www.eastdevon.gov.uk
East Devon - an outstanding place
© 2020 East Devon District Council
Follow us on [4]Facebook and [5]Twitter
[6]Subscribe to your East Devon Update for regular news and information about
what’s happening at East Devon District Council. Choose which topics you’re
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[7]Email disclaimer
[8][IMG]
References
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1. https://eastdevon.gov.uk/
2. mailto:[East Devon District Council request email]
3. http://www.eastdevon.gov.uk/
4. http://www.facebook.com/eastdevon
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8. http://www.eastdevon.gov.uk/financial-su...
[1][IMG]
Dear Mr Mansfield
Thank for submitting your Freedom of Information request.
We will respond to your request as quickly as possible, within the 20 working
day statutory deadline under the Freedom of Information Act 2000.
For updates on this case, please quote your reference number FS-Case-486934373.
Yours sincerely,
Information and Complaints Officer
East Devon District Council
[2][East Devon District Council request email]
[3]www.eastdevon.gov.uk
East Devon - an outstanding place
© 2020 East Devon District Council
Follow us on [4]Facebook and [5]Twitter
[6]Subscribe to your East Devon Update for regular news and information about
what’s happening at East Devon District Council. Choose which topics you’re
interested in to get a personalised update.
[7]Email disclaimer
[8][IMG]
References
Visible links
1. https://eastdevon.gov.uk/
2. mailto:[East Devon District Council request email]
3. http://www.eastdevon.gov.uk/
4. http://www.facebook.com/eastdevon
5. http://twitter.com/eastdevon
6. https://public.govdelivery.com/accounts/...
7. http://eastdevon.gov.uk/help/email-discl...
8. http://www.eastdevon.gov.uk/financial-su...
[1][IMG]
Dear Mr Mansfield,
Thank you for your request for information. Please find the response to
your query 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 - Yes
b. Do you employ and manage your own agents, or do you outsource to a
third party? If you outsource who to? - In-house
c. How many contact centre agents do you have? - 12
d. Do agents work from home? Or just your offices? - Office based & home
e. Please confirm the manufacturer of your contact centre system(s) that
are currently in place? - Skype for Business & Anywhere 365
f. When is your contract renewal date? - For Skype for Business & Anywhere
365 Rolling
g. Who maintains your contact centre system(s)? - Strata
2. CRM
a. Do you use a CRM in the contact centre? What platform is used? -
Firmstep
b. Do you use the same CRM for the rest of the organisation? What platform
is used? - Yes
c. Do you use a knowledge base / knowledge management platform? What
platform is used? - No
3. AI & Automation - No
a. Does your organisation have a customer or citizen facing chatbot? If
so, who provides this chatbot technology? - Yes, Who’s on Chat
b. Does your organisation utilise RPA technology? If so which RPA
technology provider do you use? - No
I hope this information is helpful but, if you feel dissatisfied with the
way we have responded to your request, please contact our Monitoring
Officer, Mr Henry Gordon Lennox, to request an internal review
[2][email address].
You can also request a review using [3]our online request form.
You may also approach the Information Commissioner for advice at
[4]www.ico.org.uk.
Yours sincerely,
Information and Complaints Officer
East Devon District Council
[5][East Devon District Council request email]
[6]www.eastdevon.gov.uk
East Devon - an outstanding place
© 2020 East Devon District Council
Follow us on [7]Facebook and [8]Twitter
[9]Subscribe to your East Devon Update for regular news and information
about what’s happening at East Devon District Council. Choose which topics
you’re interested in to get a personalised update.
[10]Email disclaimer
[11][IMG]
References
Visible links
1. https://eastdevon.gov.uk/
2. mailto:[email address]
3. https://eddc-self.achieveservice.com/ser...
4. http://www.ico.org.uk/
5. mailto:[East Devon District Council request email]
6. http://www.eastdevon.gov.uk/
7. http://www.facebook.com/eastdevon
8. http://twitter.com/eastdevon
9. https://public.govdelivery.com/accounts/...
10. http://eastdevon.gov.uk/help/email-discl...
11. http://www.eastdevon.gov.uk/financial-su...
[1][IMG]
Dear Mr Mansfield,
Thank you for your request for information. Please find the response to
your query below.
Connectivity and Network Services
a. Who provides your WAN and internet connectivity and the annual spend on
each - Virgin £120k approx.
b. Who provides your SIP trunks and what is the annual spend - Virgin, see
above
c. Who provides your WAN services, is this MPLS, SD WAN or Internet, and
what is the annual spend - Virgin, MPLS/Internet £12k approx.
d. Who provides your LAN infrastructure and what is your annual spend - In
house
e. Who provides your WIFI infrastructure and what is your annual spend -
In house
f. Please confirm the manufacturer(s) of your wired network core and edge
switching? - This information is exempt under section 31(1)(a) of the FOI
Act 2000 – prevention or detection of crime, as disclosure could represent
a security risk to Strata and the councils it supports.
g. When was your core network installed? - Information not available
h. Has it been updated subsequently? - Yes
i. Who maintains your core network? - In house
j. When is the contract renewal date? - N/A
k. Please confirm value of the initial project? - N/A
l. Please confirm the value of annual support/maintenance services (in £)?
- In house
I hope this information is helpful but, if you feel dissatisfied with the
way we have responded to your request, please contact our Monitoring
Officer, to request an internal review
[2][email address].
You can also request a review using [3]our online request form.
You may also approach the Information Commissioner for advice at
[4]www.ico.org.uk.
Yours sincerely,
Information and Complaints Officer
East Devon District Council
[5][East Devon District Council request email]
[6]www.eastdevon.gov.uk
East Devon - an outstanding place
© 2020 East Devon District Council
Follow us on [7]Facebook and [8]Twitter
[9]Subscribe to your East Devon Update for regular news and information
about what’s happening at East Devon District Council. Choose which topics
you’re interested in to get a personalised update.
[10]Email disclaimer
[11][IMG]
References
Visible links
1. https://eastdevon.gov.uk/
2. mailto:[email address]
3. https://eddc-self.achieveservice.com/ser...
4. http://www.ico.org.uk/
5. mailto:[East Devon District Council request email]
6. http://www.eastdevon.gov.uk/
7. http://www.facebook.com/eastdevon
8. http://twitter.com/eastdevon
9. https://public.govdelivery.com/accounts/...
10. http://eastdevon.gov.uk/help/email-discl...
11. http://www.eastdevon.gov.uk/financial-su...
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