IT Contact Centre      

FOI REFERENCE: 25438   FOI DATE: 22^nd November 2024       

I wish to submit to the organisation a freedom of information request relating to the organisation’s ICT contracts, specifically around:     

1. Contact centre contract(s)

2. Inbound network services contract (s) 

The first part of my request relates to contact centre service contracts which could relate to one of the following:

1. Advanced call distribution to control the flow of calls and maximise customer experience

2. Email, website live chat and integrations with popular social media apps like Facebook and Instagram

3. Performance monitoring tools to track performance, customer satisfaction and other key sales metrics

 This could be part of a whole package or separate service applications.

 Please send me the following information for each provider:

1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract. – Netcall

2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier – Commercially confidential

3. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions. – Annual

4. Contract Expiry: For each supplier, please state the date of when the contract expires. – 31^st July 2025

5. Contract Review: For each supplier, please state the date of when the contract will be reviewed. – April 2025

6. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract. – Contact centre hardware and support

7. Contact Details: For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address. At the very least please provide me with their actual job title. – Unified Communications & Collaboration Manager

8. Number of Agents; please provide me with the total number of contact centre agents; – 35

9. Number of Sites; please can you provide me with the number of sites the contact centre covers. – Three

10.Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate? – Netcall

11. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use? – No

12.  Number of email users: Approximate number of email users across the organisations. – Approx 6000 (Not integrated in contact centre)

The second part of my request relates to the use inbound network services contracts which could relate to one of the following:

1. 0800, 0845, 0870, 0844, 0300 number – Daisy/Charterhouse

2. Routing of calls – Daisy/Charterhouse

3. Caller Identifier – N/A

4. Caller Profile- linking caller details with caller records – N/A

5. Interactive voice response (IVR) – N/A

 For a contract relating to the above please can you provide me with? – Unified Communications & Collaboration Manager

1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract. – Daisy/Charterhouse

2.  Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier – Commercially confidential

3.Contract Expiry: For each supplier, please state the date of when the contract expires. – Daisy rolling/Charterhouse 2030

4. Contract Review: For each supplier, please state the date of when the contract will be reviewed. – Daisy reviewed/Charterhouse 2029

5. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract. – SIP Services

6.Contact Details: For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address. – Unified Communications & Collaboration Manager