Contact centre, CRM and AI/automation: FOI release

Information requested

Questions in relation to contact centres, CRM and AI/automation.

1. Contact Centre

• Do you have a customer/citizen facing contact centre? If not please skip these questions.
• Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
• How many contact centre agents do you have?
• Do agents work from home? Or just your offices?
• Please confirm the manufacturer of your contact centre system(s) that are currently in place?
• When is your contract renewal date?
• Who maintains your contact centre system(s)?

2. CRM

• Do you use a CRM in the contact centre? What platform is used?
• Do you use the same CRM for the rest of the organisation? What platform is used?
• Do you use a knowledge base/knowledge management platform? What platform is used?

3. AI and Automation

• Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
• Does your organisation utilise RPA technology? If so which RPA technology provider do you use?

Response

1. Contact Centre

• Do you have a customer/citizen facing contact centre? If not please skip these questions.
  Yes
• Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
  All agents are employed by the SPPA.
• How many contact centre agents do you have?
  19
• Do agents work from home? Or just your offices?
  Hybrid model of working from home and in the office.
• Please confirm the manufacturer of your contact centre system(s) that are currently in place?
  Netcall and Liberty
• When is your contract renewal date?
  We have rolling support and maintenance contract that will be reviewed in 2027.
• Who maintains your contact centre system(s)?
  Support and maintenance is carried out by the suppliers with an in-house IT team maintaining physical infrastructure.

2. CRM

• Do you use a CRM in the contact centre? What platform is used?
  No
• Do you use the same CRM for the rest of the organisation? What platform is used?
  N/A
• Do you use a knowledge base/knowledge management platform? What platform is used?
  No

3. AI and Automation

• Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
  No
• Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
  No

About FOI

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