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Contact Centre, CRM, and AI & Automation.

Philip Mansfield made this Freedom of Information request to Nuclear Decommissioning Authority as part of a batch sent to 113 authorities This request has been closed to new correspondence. Contact us if you think it should be reopened.

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Philip Mansfield
Delivered

Dear Nuclear Decommissioning Authority,

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

Link to this Report
Enquiries, Nuclear Decommissioning Authority

OFFICIAL

Dear Philip

See answers to your questions set out below.

Regards

Judith Griffin
Information Access Manager
Nuclear Decommissioning Authority

We work flexibly - so whilst it suits me to email now, I do not expect any response or action outside of your own working pattern. My working pattern is Tue - Thur, 8:30m - 16:30

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OFFICIAL

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