FOI release

FOI2023/00052: Contact Centre, CRM, and AI & Automation.

Case reference FOI2023/00052

Published 7 March 2023

Request

Request Received: 8 February 2023

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 Sent: 7 March 2023

Full details of this response are provided in the attached document.

This is UK Research and Innovation's response to a freedom of information (FOI) or environmental information regulations (EIR) request.