Telephony and CRM systems

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Dear North Wales Police,

What is the make and software version of the contact centre telephony system responsible for routing 999 and 101 calls to agents within the force's contact centres?

Does the contact centre telephony system deliver calls to agents using Automated Call Distribution (ACD)?

Does the contact centre telephony system support skills based routing of calls to agents?

Does the contact centre telephony system in operation deliver digital contact channels to agents e.g web chat, online form submission, SMS and Email?If so, indicate which one(s).

Does the contact centre telephony system in operation provide integration to 3rd party CRM and/or CAD system? If so please indicate the supplier of CRM and/or CAD system.

Do you currently have a Customer Relationship Management System, if so who is the software provider and what are the contract end dates?

What contact channels and systems are currently integrated with your CRM system ?

If you do not have a CRM system are there any plans or budget set aside to procure one in the future ?

Yours faithfully,

Mr N Oliver

Freedom of Information Team, North Wales Police

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Dear Mr Oliver,

Enquiry Ref: 2018/208

I acknowledge receipt of your Freedom of Information request.

 

As set out by the Freedom of Information Act, it will be our aim to
respond to your request by 23/03/2018.

If you have any questions regarding your request, please contact me.

Yours sincerely,

 

Megan Rutledge

Uned Rhyddid Gwybodaeth/Freedom of Information
Unit                         

Prif Swyddog Gwybodaeth/ Chief Information Officer

Gwasanaethau Corfforaethol/Corporate Services

Ffôn /Phone 01745 539445

Est/ Ext 39445

E.bost/ E.mail [1][email address]

[2]1 NWP Strapline Logo Colour (B)

 

 

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Freedom of Information Team, North Wales Police

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Dear Mr Oliver,

 

In response to your recent request for information, please find attached
our reply.

 

I have also attached a copy of our review procedure should you not be
happy with our response.

 

Regards,

 

P.P. Ceri Hollingworth

Uned Rhyddid Gwybodaeth/Freedom of Information
Unit                         

Prif Swyddog Gwybodaeth/ Chief Information Officer

Gwasanaethau Corfforaethol/Corporate Services

Ffôn /Phone: 01492 805430 

Est/ Ext: 05430

E-bost/ E-mail [1][email address]

[2]1 NWP Strapline Logo Colour (B)

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References

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