Contact Centre, CRM and AI & Automation

Freedom of information request reference no: 01.FOI.22.026120

I note you seek access to the following information:

Dear Metropolitan Police Service (MPS),

1. a
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. 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?

Decision

I have today decided to disclose the located information to you in full.

Please find below information pursuant to your request above.

Q1 - Contact Centre – target to organisations we know have a CC
Q1a - Do you have a customer/ citizen facing contact centre? If not please skip these questions.
Q1b - Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?

We employ and manage our own staff

Q1c - How many contact centre agents do you have?

BWT is roughly 1700 staff we are currently going through a recruit campaign

Q1d - Do agents work from home? Or just your offices?

No

Q1e - Please confirm the manufacturer of your contact centre system(s) that are currently in place?

Unisys is the current manufacture of our system

Q1f - When is your contract renewal date?

We are currently changing to a system called ON-CALL from a company call Hexagon.

Q1g - Who maintains your contact centre system(s)? Unisys current maintain our current system.

When we transition to On-Call the system will be maintained by Leidos.

Q2 - CRM
Q2a - Do you use a CRM in the contact centre? What platform is used?

No – Use a Command and Control Platform.

Q2b - Do you use the same CRM for the rest of the organisation? What platform is used?

N/A

Q2c - Do you use a knowledge base / knowledge management platform? What platform is used?

Office 365.

Q3 - AI & Automation
Q3a - Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?

Yes, IMI Livechat.

Q3b - Does your organisation utilise RPA technology? If so which RPA technology provider do you use?

Yes, UiPath