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Contact Centre/CRM

RFI-2025-0048
Friday, 10 January 2025

Request

I am reaching out to inquire about your current Contact Centre and CRM solutions. Please find my questions below:

1. Contact Centre
a. Do you have a customer/ citizen facing contact centre?
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

1a. Yes
1b. Employ and manage our own
1c. Our FTE is 19.62, a mixture of full and part time. They carry out a mixture of roles – contact centre and face to face 
1d. Hybrid working
1e. 8x8
1f. September 2025
1g. Our in house ICT & Digital business Unit and Customer Services managers 

2a. Yes and Meritec
2b. Rest of the organisation do not have a CRM
2c. Is part of the CRM

3a. No
3b. No