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Contact Centre, CRM, and AI & Automation.

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Dear NHS Wales Shared Services 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

Tim Knifton (NWSSP - Information Governance), NHS Wales Shared Services Partnership

Dear Mr Mansfield,

Thank you for your email.

Just to confirm, NHS Wales Shared Services Partnership (NWSSP) already have this request logged from yourself and are currently working on a response.

I will disregard this recent request as it is a duplicate.

Any questions please let me know.


Tim Knifton, MSc Gwybodeg Iechyd/Health Informatics
Rheolwr Rheoli Gwybodaeth/Information Governance Manager
Partneriaeth Cydwasanaethau GIG Cymru/NHS Wales Shared Services Partnership   
e-bost/ email: [email address]
Rhyngrwyd • Internet: www.nwssp.wales.nhs.uk
Twitter: @nwssp

Mae PCGC yn croesawu gohebiaeth yn y Gymraeg neu Saesneg.
NWSSP welcomes correspondence in Welsh or English.

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