Dear Philip Mansfield,
FREEDOM OF INFORMATION REQUEST IG000794
I write further to your email dated 08/02/2023.

Your request has been dealt with under the terms of the Freedom of
Information Act 2000 (FOIA), explained on our [1]freedom of information
page.

Your request:

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?

Our response:

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?
16
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?
Enghouse Touchpoint
f. When is your contract renewal date?
2025
g. Who maintains your contact centre system(s)?
In house ICT

2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
No
b. Do you use the same CRM for the rest of the organisation? What platform
is used?
No
c. Do you use a knowledge base / knowledge management platform? What
platform is used?
Granicus

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 supply of information in response to a freedom of information request
does not confer the right to re-use the information. UK copyright law
allows information supplied for the purposes of private study and
non-commercial research to be used without permission. Information
supplied can also be re-used for the purposes of news reporting except for
in the case of photographs.

GOING FORWARD

If you are dissatisfied with the information supplied please feel free to
contact me on the number above for any queries in relation to this
response. Please note that in responding to further enquiries I can only
comment on the information contained within this correspondence and cannot
provide any further information that may pertain to an additional FOIA
request.

If you remain dissatisfied following the conclusion of the above informal
review, you have the right to ask for an internal review. A request for a
review whether formal or informal should be submitted within two calendar
months of the date of receipt of the response to your original letter and
should be sent to [2][email address] or the address above.

Please remember to quote the Authority’s eight digit reference number
given at the top of this email in any future communications.

Further details on our appeals and complaints procedure can be found on
our website [3]here.

If you remain dissatisfied following the conclusion 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 [4][email address].

Yours sincerely 

Information Governance Team

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

NWLDC
Council Office
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Coalville
Leicestershire
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01530 454545
[North West Leicestershire District Council request email]

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