Wednesday 28 February 2024
Salisbury Foundation Trust


Internal Reference Number: FOI_6995

Date Request Received: 27/01/2023 00:00:00

Date Request Replied To: 30/01/2023 00:00:00

This response was sent via: By Email

Request Summary: Contact Centre, CRM, and AI & Automation.

Request Category: Companies

Question Number 1:
Contact Centre –

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)?
Answer To Question 1:
No we do not have a comprehensive contact centre.
Question Number 2:

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?

Answer To Question 2:
a) Netcall CRM
b) It is used by about 5 departments
c) nothing in particular. We have some systems that have part of this functionality.
Question Number 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?
Answer To Question 3:
a) No.

b) We are beginning to roll out Blue Prism RPA
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Our staff at Salisbury District Hospital have long been well regarded for the quality of care and treatment they provide for our patients and for their innovation, commitment and professionalism. This has been recognised in a wide range of achievements and it is reflected in our award of NHS Foundation Trust status. This is afforded to hospitals that provide the highest standards of care.

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