Contact Centre, CRM, and AI & Automation.
Dear NHS Mid and South Essex Integrated Care Board,
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
FOI Request: Contact Centre, CRM, and AI & Automation
Our Reference Number: 2223252
Dear Mr Mansfield,
I am writing to acknowledge receipt of your request under the Freedom of
Information Act 2000 to NHS Mid and South Essex Integrated Care Board on
8^th February 2023. The information is currently being collated and a
response will be sent to you no later than 20 working days. The deadline
is calculated to be 8^th March 2023.
If you have any queries regarding your request, please do not hesitate to
contact the FOI team on this email address.
Regards,
Jimmy Allimadi
Access to Information Administrator
Information Governance Team / Digital Technology Directorate
Email: [1][email address] | Phone: 01268 594405
Website: [2]www.midandsouthessex.ics.nhs.uk
Twitter: [3]@MSEssex_ICS | Facebook: [4]MSEICS | Instagram: [5]@MSEssex_ICS
[6]Mid and South Essex ICS logo and NHS Mid and South Essex ICB logo
Confidentiality Notice:
This e-mail is confidential and privileged. If you are not the intended
recipient please accept our apologies. Please do not disclose copy or
distribute information in this e-mail or take any action in reliance on
its contents: to do so is strictly prohibited and may be unlawful.
Please inform us that this message has gone astray before deleting it.
Thank you for your co-operation.
FOI Request: Contact Centre, CRM, and AI & Automation
Our Reference Number: 2223252
Dear Mr Mansfield,
Further to your request under the Freedom Of Information Act, received on
8^th February 2023, please find NHS Mid and South Essex Integrated Care
Board’s response attached.
If you are dissatisfied with the response you have received, you have the
right to request a review of our decision or make a complaint about how
your request has been handled. Your request should be made within 40
working days of receipt of this letter, and we will reply within 20
working days of receipt. Any such request received after 40 working days
will only be considered at the discretion of the organisation.
If our decision is unchanged following a review and you remain
dissatisfied with this, you then have the right to make a formal complaint
to the Information Commissioner who can be contacted at:
Information Commissioners Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF.
Further information on your rights under FOI is available here:
[1]www.ico.gov.uk
To comply with The Re-use of Public Sector Information Regulations 2005,
this information is provided to you under the Open Government Licence.
Information on the OGL, together with conditions of use and exemptions,
can be found here:
[2]www.nationalarchives.gov.uk/doc/open-government-licence/
Should you require any further information, please do not hesitate to
contact the FOI team on this email address.
Regards,
Jimmy Allimadi
Access to Information Administrator
Information Governance Team / Digital Technology Directorate
Email: [3][email address] | Phone: 01268 594405
Website: [4]www.midandsouthessex.ics.nhs.uk
Twitter: [5]@MSEssex_ICS | Facebook: [6]MSEICS | Instagram: [7]@MSEssex_ICS
[8]Mid and South Essex ICS logo and NHS Mid and South Essex ICB logo
Confidentiality Notice:
This e-mail is confidential and privileged. If you are not the intended
recipient please accept our apologies. Please do not disclose copy or
distribute information in this e-mail or take any action in reliance on
its contents: to do so is strictly prohibited and may be unlawful.
Please inform us that this message has gone astray before deleting it.
Thank you for your co-operation.
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