202200315956 · FOI · unclear
Contact centre, CRM and AI/automation: FOI release
Information requested
Questions in relation to contact centres, CRM and AI/automation.
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)?
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?
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
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.
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
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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Contact Please quote the FOI reference Central Enquiry Unit Email: ceu@gov.scot Phone: 0300 244 4000 The Scottish Government St Andrews House Regent Road Edinburgh EH1 3DG
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