Contact Centre, use of CRM and AI & Automation systems: FOI release

Information requested

Contact Centre – target to organisations we know have a CC

1. Do you have a customer/ citizen facing contact centre? If not please skip these questions
2. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
3. How many contact centre agents do you have?
4. Do agents work from home? Or just your offices?
5. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
6. When is your contract renewal date?
7. Who maintains your contact centre system(s)?

CRM

1. Do you use a CRM in the contact centre? What platform is used?
2. Do you use the same CRM for the rest of the organisation? What platform is used?
3. Do you use a knowledge base / knowledge management platform? What platform is used?

AI & Automation

1. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
2. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?

Response

1. Contact Centre:
Answering your questions in turn:
1. The Correspondence, Enquiry and Parliamentary Questions Unit (CEPQU) is the primary point of contact for anyone wishing to contact the Scottish Government. Further details can be found here.
2. All members of the CEPQU are directly employed by the Scottish Government.
3. There are 17 agents currently employed, including correspondence/call handlers and their direct managers, who are available for call escalation.
4. In line with Scottish Government’s wider policy, hybrid working arrangements are in place within the unit with the majority spending some days in the office and some days at home.
5. Mitel.
6. 30 June 2024
7. Daisy Corporate Services.

2. and 3. CRM \ AI & Automation
The CEPQU does not use a CRM or employ use of any AI or automation, such as a chatbot or RPA technology.

About FOI

The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at http://www.gov.scot/foi-responses.