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[1]Corporate Strategy

Brentwood Borough Council, Town Hall, Ingrave Road, Brentwood, Essex. CM15
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Reference: FOI-444508304
Date of request: 15/08/2022
Title of request: Contact Centre, CRM and AI & Automation

Dear Philip Mansfield,

Thank you for completing the Freedom of Information Request form. Your
request is being dealt with under the terms of the Freedom of Information
Act 2000 and will be answered within 20 working days.

If you have any queries about this request do not hesitate to contact
us. Please remember to quote the reference number in any future
communications.

══════════════════════════════════════════════════════════════════════════

Do not reply to this email as you will not receive a response.

[1]Corporate Strategy

Brentwood Borough Council, Town Hall, Ingrave Road, Brentwood, Essex. CM15
8AY. This email (including any attachments) is intended only for the
recipient(s) named above. It may contain restricted or privileged
information and should not be read, copied or otherwise used by any other
person unless express permission is given. If you are not a named
recipient, please contact the sender and delete the email from the system.
It is the recipient's responsibility to ensure that appropriate measures
are in place to check for software viruses.

We will use your information to provide the service requested. We may
share your personal data between our services and with partner
organisations, such as other local authorities, strategic partnerships,
government bodies and the police. We will do so when it is of benefit to
you, is required by law, or to prevent or detect fraud. To find out more,
go to www.brentwood.gov.uk/privacy.

References

Visible links
1. https://www.brentwood.gov.uk/-/corporate...

Reference: FOI-444508304
Date of request: 15/08/2022
Title of request: Contact Centre, CRM and AI & Automation
Information request:

Dear Brentwood 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?

Dear Philip Mansfield,

Thank you for your submitted request of 15/08/22 where you requested
information about Contact Centre. 

The information you requested is enclosed.

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?

Employee own agents

c.      How many contact centre agents do you have?

8FTE

d.      Do agents work from home? Or just your offices?

Both

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

 Horizon

f.      When is your contract renewal date?

21/02/23 

g.      Who maintains your contact centre system(s)?

Horizon/Catalyst 

2.      CRM

a.      Do you use a CRM in the contact centre? What platform is used?

 Yes. Granicus.

b.      Do you use the same CRM for the rest of the organisation? What
platform is used?

Granicus/Caseviewer

c.      Do you use a knowledge base / knowledge management platform? What
platform is used?

 Not within the CRM

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

The information supplied to you continues to be protected by copyright.
You are free to use it for your own purposes, including for private study
and non-commercial research, and for any other purpose authorised by an
exception in current copyright law. Documents (except photographs) can be
also used in the UK without requiring permission for the purposes of news
reporting. Any other reuse, for example commercial publication, would
require the permission of the copyright holder. [Most documents supplied
by [NAME OF DEPARTMENT] will have been produced within government and will
be Crown copyright.]

If you are dissatisfied with the handling of your request, you have the
right to ask for an internal review. Internal review requests should be
submitted within two months of the date of receipt of the response to your
original letter and should be addressed to: 

Complaints Coordinator, Brentwood Borough Council, Town Hall, Ingrave
Road, Brentwood, Essex CM15 8AY

Please remember to quote the reference number above in any future
communications.

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. The Information Commissioner can be contacted at:

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF. [1]www.ico.org.uk.

Tel: 0303 123 1113 (local rate) or 01625 545 745 (national rate).

══════════════════════════════════════════════════════════════════════════

Do not reply to this email as you will not receive a response.

[2]Corporate Strategy

Brentwood Borough Council, Town Hall, Ingrave Road, Brentwood, Essex. CM15
8AY. This email (including any attachments) is intended only for the
recipient(s) named above. It may contain restricted or privileged
information and should not be read, copied or otherwise used by any other
person unless express permission is given. If you are not a named
recipient, please contact the sender and delete the email from the system.
It is the recipient's responsibility to ensure that appropriate measures
are in place to check for software viruses.

We will use your information to provide the service requested. We may
share your personal data between our services and with partner
organisations, such as other local authorities, strategic partnerships,
government bodies and the police. We will do so when it is of benefit to
you, is required by law, or to prevent or detect fraud. To find out more,
go to www.brentwood.gov.uk/privacy.

References

Visible links
1. Information Commissioner's Office
https://ico.org.uk/
2. https://www.brentwood.gov.uk/-/corporate...