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Date Responded 07 March 2018

Provision of information held by Northumbria Police made under the Freedom of Information Act 2000 (the 'Act')

As you may be aware the purpose of the Act is to allow a general right of access to information held at the time of a request, by a Public Authority (including the Police), subject to certain limitations and exemptions.

You asked:

  1. What is the make and software version of the contact centre telephony system responsible for routing 999 and 101 calls to agents within the force's contact centres?
  2. Does the contact centre telephony system deliver calls to agents using Automated Call Distribution (ACD)?
  3. Does the contact centre telephony system support skills based routing of calls to agents?
  4. Does the contact centre telephony system in operation deliver digital contact channels to agents e.g web chat, online form submission, SMS and Email?If so, indicate which one(s).
  5. Does the contact centre telephony system in operation provide integration to 3rd party CRM and/or CAD system? If so please indicate the supplier of CRM and/or CAD system.
  6. Do you currently have a Customer Relationship Management System, if so who is the software provider and what are the contract end dates?
  7. What contact channels and systems are currently integrated with your CRM system ?
  8. If you do not have a CRM system are there any plans or budget set aside to procure one in the future ?

In Response:

We have now had the opportunity to fully consider your request and I provide a response for your attention.

 Following receipt of your request, searches were conducted with both the Communications and IC&T Departments of Northumbria Police. I can confirm that the information you have requested is held by Northumbria Police.

 I am able to disclose the located information to you as follows.

 1. Openscape Contact Centre Enterprise V8.

2. Yes.

3. Yes.

4. Text messages (converted to email).

5. No.

6. No.

7. N/A.

8. There are currently no plans to purchase a CRM system and no budget set aside to procure one in the future.

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