Contact Centre, CRM, and AI & Automation.
Dear South Yorkshire Integrated Care 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
Dear Enquirer
Thank you for your recent request for information. Could you please note
that as this mailbox is no longer being monitored you will need to
redirect your request to [email address]
With kind regards,
ICB FOI Coordinator
Dear Enquirer
Thank you for your request for information. As a public body we process
requests for information under the Freedom of Information Act 2000 to
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Kind regards
ICB FOI CO-ORDINATOR
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e: [1][email address]
w: [2]www.southyorkshire.icb.nhs.uk
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Dear Enquirer
Further to your email below we would like clarity on some of your
questions. Please see our queries in red against your questions.
If we do not hear from you within 2 months the request will be considered
closed and no response will be given.
Regards
ICB FOI CO-ORDINATOR
_________________________________
e: [1][email address]
w: [2]www.southyorkshire.icb.nhs.uk
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From: FOI (NHS SOUTH YORKSHIRE ICB - 03N) <[4][email address]>
Sent: 08 February 2023 15:49
To: FREEDOMOFINFORMATION (NHS SOUTH YORKSHIRE ICB - 03N)
<[5][email address]>
Subject: FW: Freedom of Information request - Contact Centre, CRM, and AI
& Automation.
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