Dear City of London 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

Holmes Michela, City of London Police

2 Attachments


Hello N


I have attached an update on your request. I am unable to answer some
elements so I have advised you asap so you can approach the information


Thank you for your interest in the City of London Police.




Michela Holmes

Senior Information Access Officer


Information Management Services | City of London Police

Email: [1][email address]


Bishopsgate Police Station | 4th Floor | 182 Bishopsgate | London | EC2M




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