Response A1346525

Response to request for information

Response date

18 March 2022

Request

Contract 1 - contact centre/call centre contracts

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.
2. Annual Average Spend: the annual average (over 3 years) spends for each supplier.
3. Contract Expiry: the date of when the contract expires.
4. Contract Review: the date of when the contract will be reviewed.
5. Contract Description: a brief description of the services provided of the overall contract.
6. Contact Details: 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.
7. Number of Agents; please provide me with the total number of contact centre agents.
8. Number of Sites; please can you provide me with the number of sites the contact centre covers.
9. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
10. Busy Periods: Please state the month(s) which the contact centre is at its highest/busiest during the year. This can be based upon the number of calls. Your provider may be able to tell you quicker.
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use?
12. Number of email users: Approximate number of email users across the organisations.

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
2. Routing of calls
3. Caller Identifier
4. Caller Profile- linking caller details with caller records
5. Interactive voice response (IVR)

For contract relating to the above please can you provide me with?

1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
2. Annual Average Spend: the annual average (over 3 years) spends for each supplier.
3. Contract Expiry: the date of when the contract expires.
4. Contract Review: the date of when the contract will be reviewed.
5. Contract Description: a brief description of the services provided of the overall contract.
6. Contact Details: 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.

Response

Contract 1 - contact centre/call centre contracts

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: the annual average (over 3 years) spends for each supplier. £15,000
3. Contract Expiry: the date of when the contract expires. October 2024
4. Contract Review: the date of when the contract will be reviewed. April 2024
5. Contract Description: a brief description of the services provided of the overall contract. Licences, Support and Maintenance, Hosting, Managed Services
6. Contact Details: 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. Ed Palmer - Communications and Customer Services Manager - 0115 914 8559 - epalmer@rushcliffe.gov.uk
7. Number of Agents; please provide me with the total number of contact centre agents. 20
8. Number of Sites; please can you provide me with the number of sites the contact centre covers. 4 sites
9. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate? NetCall
10. Busy Periods: Please state the month(s) which the contact centre is at its highest/busiest during the year. This can be based upon the number of calls. Your provider may be able to tell you quicker. February - May
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use? Microsoft Exchange Online
12. Number of email users: Approximate number of email users across the organisations. Approx. 260

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
2. Routing of calls
3. Caller Identifier
4. Caller Profile- linking caller details with caller records
5. Interactive voice response (IVR)

Not sure what this is referring to? To try to answer this question, we use Direct Routing. For contract relating to the above please can you provide me with?
Teleware365 provide Direct Routing for the Councils telephony, this includes the Contract Centre.

For contract relating to the above please can you provide me with?

1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.
2. Annual Average Spend: the annual average (over 3 years) spends for each supplier.
3. Contract Expiry: the date of when the contract expires.
4. Contract Review: the date of when the contract will be reviewed.
5. Contract Description: a brief description of the services provided of the overall contract.
6. Contact Details: 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.

I don't believe the last 6 point apply.