Disclosure Scotland Contact Centre, Customer Relationship Management and Automation: FOI release

Information requested

Information about "Contact Centre, CRM, and AI & Automation".

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?

Response

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?

We employ and manage our own agents, with no out-sourcing.

c. How many contact centre agents do you have?

50.

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

Both home and office; Hybrid.

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

Mitel.

f. When is your contract renewal date?

New contract in place now which is active until 8th November 2024 with the option of two 12 month extensions.

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 - N/A.

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.