Systems used in the Contact Centre - Find a freedom of information request

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?
 

I can confirm that the information requested is held by Lincolnshire County Council. I have detailed below the information that is being released to you.

1. a Yes

b. It is commissioned to Serco

c. 115

d. A mix of homeworking and office working

e. Avaya Aura Contact Centre

f. Our contract with Serco for the Contact Centre ends 31st March 2024 which includes the provision of a CRM.

Our contract for Avaya expires on the 31st July 2023

g. It is supported by Serco with end user support provided by Vodafone

2a. Verint CMPro is used widely with Mosaic case management system used for Social Care calls.

b. No, Verint CMPro is only utilised in the CSC, Mosaic is used in Social Care.

c. The Verint Knowledge module part of CMPro

3a. The CSC does not use this.

b. The CSC does not use this.