Contact centres, Customer Relationship Management (CRM) and the use of Artificial Intelligence (AI) & Automation: FOI release

Information requested

You provided a list of questions relating to contact centres.

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?

Response

Each of your questions has been answered below:

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.
We have a contact centre.

b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
Yes we manage our own agents, we do not outsource our agents on our helpline.

c. How many contact centre agents do you have?
We have 50 trained operators.

d. Do agents work from home? Or just your offices?
We have hybrid working.

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

f. When is your contract renewal date?
January 2023

g. Who maintains your contact centre system(s)?
Daisy Corporate Services Trading (Ltd)

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 – All information is focused around applying, processing and completing applications under Police Act Part V and the PVG Scotland Act.

3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
No – N/A

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

About FOI

The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at http://www.gov.scot/foi-responses.