FOI ref: FOI/2023/4885
You asked
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)?
Customer Relationship Manager
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?
We said
Thank you for your enquiry.
This information was previously requested and published on 8 September 2022 as FOI/2022/4383. Our response remains the same to each question except for your 2nd question on AI and Automation in our organisation.
- Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
We primarily use IBM Robotic Process Automation (RPA) and are in the early stages of using the RPA capability in Microsoft Power Automate.
For the remainder of your request, please see the following link to FOI/2022/4383: ONS Customer Contact Centre - Office for National Statistics.