Contact Centre Solution

Chidera Obonna made this Freedom of Information request to Great Yarmouth Borough Council Automatic anti-spam measures are in place for this older request. Please let us know if a further response is expected or if you are having trouble responding.

The request was successful.

Dear Great Yarmouth Borough Council,
1. Contact Centre
a. Do you have a customer/ citizen facing contact centre?
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,

Chidera Obonna

Freedom of Information, Great Yarmouth Borough Council

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Freedom of Information, Great Yarmouth Borough Council

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Dear Chidera,

Thank you for submitting your FOI Request. We can confirm we have received
details, the reference number is FOI-2324-703.

The response time for an FOI request is 20 working days.

Kind regards,

Andrea

Andrea Krout
Democratic Services Officer
Corporate Services
Legal and Governance
Great Yarmouth Borough Council
Email: [1][Great Yarmouth Borough Council request email]
[2]www.great-yarmouth.gov.uk
Telephone: 01493846287

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Freedom of Information, Great Yarmouth Borough Council

6 Attachments

Dear Chidera,

 

FREEDOM OF INFORMATION ACT 2000 – INFORMATION REQUEST – FOI-2324-703

 

Your request for information has now been considered and the information
requested is below (in red).

 

1. Contact Centre

a. Do you have a customer/ citizen facing contact centre? - Yes

b. Do you employ and manage your own agents, or do you outsource to a
third party? If you outsource who to? – Employ own agents

c. How many contact centre agents do you have? -  18 agents

d. Do agents work from home? Or just your offices? –Office and home

e. Please confirm the manufacturer of your contact centre system(s) that
are currently in place? – Capita & Avaya

f. When is your contract renewal date? – N/A. The system is provided by
Norfolk County Council under an ongoing shared IT service agreement. There
is no direct contact with the end system manufacturer.

g. Who maintains your contact centre system(s)? – Norfolk County Council

 

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? – N/A

c. Do you use a knowledge base / knowledge management platform? What
platform is used? No

 

3. AI & Automation

a. Does your organisation have a customer or citizen facing chatbot? If
so, who provides this chatbot technology? – Yes, Ubisend

b. Does your organisation utilise RPA technology? If so which RPA
technology provider do you use? No

 

The answers supplied in response to your request are for your personal
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copied, distributed, published or exploited for commercial purposes or
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Should you have any queries regarding the information provided, please do
not hesitate to contact us.  You have the right of appeal through the
Council’s internal complaints procedure by setting out the grounds of your
appeal in writing to the email address below addressed to the attention of
the Corporate Services Manager.

 

Yours sincerely,

 

Rebekah

Rebekah Thomson
Democratic Service Officer
Corporate Services
Legal and Governance
Great Yarmouth Borough Council
Email: [1][Great Yarmouth Borough Council request email]
[2]www.great-yarmouth.gov.uk
Telephone: 01493846712

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