Contact Centre, CRM, and AI & Automation.
Dear South Wales Fire & Rescue Service,
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
IG001999 - Acknowledgement
Dear Philip Mansfield,
I write to confirm that your request is now being progressed in accordance
with the Freedom of Information Act 2000. In line with this legislation,
it will be our aim to respond to this request within 20 working days. If
for any reason we are unable to progress within this timeframe we will
contact you as soon as possible.
Please quote reference number IG001999 on any correspondence.
We would like to thank you for your patience at this time.
Kind regards,
Kelly-anne
Kelly-anne Harris Kelly-anne Harris
Cynorthwyydd Llywodraethu Gwybodaeth a
Chydymffurfedd Information Governance and
Compliance Assistant
Llywodraethu Gwybodaeth a
Chydymffurfiaeth Information Governance and
Compliance
Ffôn: 01443 232734
Telephone: 01443 232734
E-bost:
[1][email address] E-mail:
[3][email address]
[2]www.decymru-tan.gov.uk
[4]www.southwales-fire.gov.uk
IG001999 – FREEDOM OF INFORMATION RESPONSE
Dear Philip Mansfield,
Please find attached; our response to your Freedom of Information request.
If we can be of any further assistance, please contact us at
[1][email address].
Kind regards,
Kelly-anne
Kelly-anne Harris Kelly-anne Harris
Cynorthwyydd Llywodraethu Gwybodaeth a
Chydymffurfedd Information Governance and
Compliance Assistant
Llywodraethu Gwybodaeth a
Chydymffurfiaeth Information Governance and
Compliance
Ffôn: 01443 232734
Telephone: 01443 232734
E-bost:
[2][email address] E-mail:
[4][email address]
[3]www.decymru-tan.gov.uk
[5]www.southwales-fire.gov.uk
-- Mae'r neges e-bost hon ac unrhyw ffeiliau sydd ynghlwm wrthi yn gwbl
gyfrinachol ac wedi'u bwriadu at sylw y person neu sefydliad y maent wedi
eu cyfeirio ato yn unig. Na chaniateir i chi adolygu, ailanfon, lledaenu
na defnyddio'r wybodaeth uchod ar unrhyw gyfrif: peidiwch a chymryd unrhyw
gamau o ganlyniad a gan ddibynnu arni. Os ydych wedi derbyn y neges e-bost
hon ar gam, wnewch chi hysbysu'r anfonydd ar unwaith a dileu'r e-bost a'i
chynnwys oddi ar eich system os gwelwch yn dda. Barn neu safbwyntiau'r
awdur yw'r rhai a fynegir yn y neges e-bost hon ac nid ydynt yn adlewyrchu
o anghenraid barn neu safbwyntiau Gwasanaeth Tan Ac Achub De Cymru onis
dywedir yn bendant fel arall. Bydd pob eitem o bost a anfonir i'r
cyfeiriad hwn yn cael ei monitro gan sustem e-bost corfforaethol y
Gwasanaeth Tan ac efallai y caiff ei harchwilio gan berson arall, sy ddim
o reidrwydd y derbynnydd gwreiddiol, er mwyn dod o hyd i ddefnydd o
ddeunydd anaddas neu dorri rheolau polisiau. Os nad yw hyn yn dderbyniol i
chi, peidiwch a defnyddio'r dull yma o gyfathrebu a Gwasanaeth Tan Ac
Achub De Cymru. Rydym yn croesawu gohebiaeth yn y Gymraeg a’r Saesneg -
byddwn yn ymateb yn gyfartal i’r ddau ac yn ateb yn eich dewis iaith heb
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References
Visible links
1. mailto:[email address]
2. mailto:[email address]
3. http://www.decymru-tan.gov.uk/
4. mailto:[email address]
5. http://www.southwales-fire.gov.uk/
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