Customer and citizen facing contact centre - Find a freedom of information request

1. Contact Centre (CC) - 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. Customer Relationship Management (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. Artificial intelligence (AI) and Automation

a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?

b. Does your organisation utilise Robotic process automation (RPA) technology? If so which RPA technology provider do you use?

1.

a. Yes.

b. Lincolnshire County Council’s (LCC) main contact centre is commissioned to Serco.

c. This flexes and varies throughout the year and at the time of writing there are 104 Advisors employed.

d. There is a blended approach to work with Advisors working from both home and the office.

e. LCC uses Verint CM Pro as its main Contact Centre CRM system and Anywhere365 as its Contact Centre Telephony Platform. Mosaic is used in Social Care.

f. 1 April 2029.

g. Verint CM Pro is maintained by Verint and vendor managed by Serco. Anywhere365 is provided and supported by Symity. Mosaic is provided by the Access Group and is supported by LCC.

2.

a. Yes. Verint CM Pro.

b. Verint CM Pro is provided for use by the Contact Centre function only.

c. Yes. Verint Knowledge Management.

3.

a. Yes. LCC’s chatbot is provided by ICS.

b. LCC do not currently deploy RPA in its contact centre.