327 - Systems

Request Details:

Date Submitted: 31/08/2022

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. No
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to? Not applicable
c. How many contact centre agents do you have? Not applicable
d. Do agents work from home? Or just your offices? Not applicable
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place? Not applicable
f. When is your contract renewal date? Not applicable
g. Who maintains your contact centre system(s)? Not applicable
2. CRM
a. Do you use a CRM in the contact centre? What platform is used? No
b. Do you use the same CRM for the rest of the organisation? What platform is used? Not applicable
c. Do you use a knowledge base / knowledge management platform? What platform is used? Not applicable
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology? No
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use? Not applicable

Last updated: September 2022