Contract 1 – contact centre/call centre contracts
Please send me the following information for each provider:
1. Supplier of the contract
2. Annual Average Spend: the annual average (over 3 years) spends for each supplier
3. Contract expiry date
4. Contract review date
5. Contract description
6. Contact details of the person responsible for the contract
Under S21 of the Freedom of Information Act, Devon County Council are not obliged to provide this information as it is already available on the Contracts register – Search results (due-north.com)
7.Number of agents
380
8. Number of sites
10, plus the employees working remotely
9. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?
Liberty Converse – 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.
January, March and September
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which product do you use?
Exchange Online
12. Number of email users
5000 approximately
13. Please add any further comments attached to this contract if there are any changes coming to the organisation with regards to contact centres
None
The second part of my request relates to the use inbound network services contracts which could relate to one of the following:
* 0800, 0845, 0870, 0844, 0300 number
* Routing of calls
* Caller Identifier
* Caller Profile- linking caller details with caller records
* Interactive voice response (IVR)
For contract relating to the above please can you provide me with:
14. Incumbent Supplier
15. Annual Average Spend: the annual average (over 3 years) spends for each supplier
16. Contract expiry date
17. Contract review date
18. Contract description
19. Contact details of the person responsible for the contract
Under S21 of the Freedom of Information Act, Devon County Council are not obliged to provide this information as it is already available on the Contracts register – Search results (due-north.com).