Internal Reference Number: FOI_7677
Date Request Received: 16/01/2024 00:00:00
Date Request Replied To: 28/02/2024 00:00:00
This response was sent via: By Email
Request Summary: Contact Centre
Request Category: Private Individuals
| Question Number 1: 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: Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract. | |
| Answer To Question 1: 1. Incumbent Supplier() Netcall Freshworks Inc | |
| Question Number 2: Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier | |
| Answer To Question 2: Netcall £9.5k per annum Freshworks £11K per annum | |
| Question Number 3: Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions. | |
| Answer To Question 3: Netcall - 1 Year - No extensions Freshworks Inc- 2 Years - No extensions | |
| Question Number 4: Contract Expiry: For each supplier, please state the date of when the contract expires. | |
| Answer To Question 4: Netcall - Jan 2025 Freshworks Inc - Sept 2024 | |
| Question Number 5: Contract Review: For each supplier, please state the date of when the contract will be reviewed. | |
| Answer To Question 5: Netcall - Sept 2024 Freshworks Inc June 2024 | |
| Question Number 6: Contract Description: For each supplier, please state a brief description of the services provided of the overall contract. | |
| Answer To Question 6: Netcall - Support and Maintenance of Liberty Converse – call handling system Freshworks Inc - Omnichannel Helpdesk Tool | |
| Question Number 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. | |
| Answer To Question 7: Netcall - Jon Burwell, Chief Information Officer, jon.burwell@nhs.net Freshworks Inc - Jen Hykin, Head of Operational Procurement, jennifer.hykin1@nhs.net | |
| Question Number 8: Number of Agents; please provide me with the total number of contact centre agents; | |
| Answer To Question 8: Netcall c.80 Freshworks c. 21 | |
| Question Number 9: Number of Sites; please can you provide me with the number of sites the contact centre covers. | |
| Answer To Question 9: Netcall 1 Freshworks 3 | |
| Question Number 10: Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate? | |
| Answer To Question 10: Netcall Freshworks Inc. | |
| Question Number 11: Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use? | |
| Answer To Question 11: NHS Mail | |
| Question Number 12: Number of email users: Approximate number of email users across the organisations. | |
| Answer To Question 12: 4500 | |
| Question Number 13: 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 a 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: For each supplier, please state the annual average (over 3 years) spend for each supplier 3. Contract Expiry: For each supplier, please state the date of when the contract expires. 4. Contract Review: For each supplier, please state the date of when the contract will be reviewed. 5. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract. 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. | |
| Answer To Question 13: 1. Incumbent Supplier: Southern Comms (note we will be unable to split out costs for these specific areas from the overall Southern Comms contract). 2. Annual Average Spend: £120,600 ex. VAT average spend 3. Contract Expiry: 19/01/2025 4. Contract Review: Annual 5. Contract Description: Purchase of Telecommunciations, hardware (VOIP) and maintenance 6. Contact Details: Ian Robinson, Head of Facilities | |
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