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Enquiries   |  

[1]The Crown Estate

1 St James's Market, London, SW1Y 4AH
[2]thecrownestate.co.uk
[3]LinkedIn   [4]Twitter   [5]Instagram

[6][The Crown Estate request email]

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6. mailto:[The Crown Estate request email]

Dear Philip

Your information request (1566)

Thank you for your information request of 8 February 2023, in which you
asked a number of questions about contact centres, CRM, AI and automation.
Please find answers to your questions below.

1. Contact Centre
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?  We outsource to a third party,
ComXo.
c. How many contact centre agents do you have?  Zero
d. Do agents work from home? Or just your offices? Managed by third party.
e. Please confirm the manufacturer of your contact centre system(s) that
are currently in place?  ComXo
f. When is your contract renewal date?  Rolling contract
g. Who maintains your contact centre system(s)? This is managed by a third
party, ComXo.

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, but we use CRM Microsoft Dynamics internally.
c. Do you use a knowledge base / knowledge management platform? What
platform is used?  We use Sharepoint internally.

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

I hope this response is helpful. However, if you are not satisfied with
the way we have handled your information request, you may appeal our
decision which will then be investigated through an internal review. You
may request an internal review within 40 working days from today’s date.
If you are not content with the outcome of such a review, you have the
right to refer any complaint directly to the ICO (contact details are
available at: [1]www.ico.org.uk). The ICO will usually expect you to have
first exhausted our own complaints procedure before raising any concerns
with them.

Yours sincerely

Aimee Gasston

Transparency Manager

Aimee Gasston   |   Transparency Manager

Pronouns: she/her/hers

M: +44 7552 863 512   T: +44 20 7851 5046

[2]The Crown Estate

1 St James's Market, London, SW1Y 4AH
[3]thecrownestate.co.uk
[4]LinkedIn   [5]Twitter   [6]Instagram

[7][email address]

LEGAL DISCLAIMER - IMPORTANT NOTICE
The information in this message, including any attachments, is intended
solely for the use of the person to whom it is addressed. It may be
confidential and subject to legal professional privilege and it should not
be disclosed to or used by anyone else. If you receive this message in
error please let the sender know straight away. The Crown Estate's head
office is at 1 St James's Market London SW1Y 4AH.

We cannot accept liability resulting from email transmission.

From: Philip Mansfield <[8][FOI #946567 email]>
Sent: 08 February 2023 15:37
To: Enquiries <[9][The Crown Estate request email]>
Subject: Freedom of Information request - Contact Centre, CRM, and AI &
Automation.

Dear The Crown Estate,

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

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References

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7. mailto:[email address]
8. mailto:[FOI #946567 email]
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10. mailto:[FOI #946567 email]
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