SIA contracts for contact centre systems and software

1. Request

I want to undergo the organisation a freedom of data request referring to the organisation’s ICT contracts, particularly round:

• contact centre contract(s)
• inbound community companies contract(s)

The first a part of my request pertains to contact centre service contracts which may relate to one of many following:

• superior name distribution to manage the circulation of calls and maximise buyer expertise
• electronic mail, web site dwell chat and integrations with in style social media apps like Facebook and Instagram
• efficiency monitoring instruments to trace efficiency, buyer satisfaction and different key gross sales metrics

This may very well be half of a complete bundle or separate service functions.

Please ship me the next info for every supplier:

1. Incumbent provider – For every of the contract(s) please are you able to present me with the provider of the contract.
2. Annual common spend – For every provider, please state the annual common (over 3 years) spend for every provider.
3. Contract period – For every provider, please state the contract period of the contract expires. If obtainable please additionally embody any contract extensions.
4. Contract expiry – For every provider, please state the date of when the contract expires.
5. Contract evaluation – For every provider, please state the date of when the contract shall be reviewed.
6. Contract description – For every provider, please state a quick description of the companies supplied of the general contract.
7. Contact particulars – For every provider, please state the individual from throughout the organisation accountable for the contract. Please present me with their full identify, precise job title, contact quantity and direct electronic mail deal with. At the very least please present me with their precise job title.
8. Number of brokers – Please present me with the whole variety of contact centre brokers.
9. Number of web sites – Please are you able to present me with the variety of websites the contact centre covers.
10. Manufacturer of the contact centre – Who is the producer of the contact centre system that you simply function?
11. Do you employ Microsoft Exchange 2003 as your electronic mail server? If not, then which merchandise do you employ?
12. Number of electronic mail customers – Approximate variety of electronic mail customers throughout the organisations.

The second a part of my request pertains to the use inbound community companies contracts which may relate to one of many following:

• 0800, 0845, 0870, 0844, 0300 quantity
• Routing of calls
• Caller identifier
• Caller profile- linking caller particulars with caller information
• Interactive voice response (IVR)

For a contract referring to the above please are you able to present me with:

1. Incumbent provider – For every of the contract(s) please are you able to present me with the provider of the contract.
2. Annual common spend – For every provider, please state the annual common (over 3 years) spend for every provider.
3. Contract expiry – For every provider, please state the date of when the contract expires.
4. Contract evaluation – For every provider, please state the date of when the contract shall be reviewed.
5. Contract description – For every provider, please state a quick description of the companies supplied of the general contract.
6. Contact particulars – For every provider, please state the individual from throughout the organisation accountable for the contract. Please present me with their full identify, precise job title, contact quantity and direct electronic mail deal with.

2. Response

I can affirm that the SIA does maintain the data you’ve gotten requested. The solutions to your questions are under.

2.1 Call distribution

The SIA makes use of sure instruments, such because the IVR, to manage the circulation of calls and guarantee we’re responding promptly to buyer queries. As a part of this, the SIA additionally filters calls from companies who’re signed as much as our Licence Management or Licence Assist companies, so calls now go straight by way of to our new Business Support staff. These instruments are all a part of the essential bundle and solely contract now we have with Datrix, a VOIP system managed by Adept, for the Unify telephony platform.

2.2 Integration

Currently, there isn’t a contract in place, nevertheless, we expect to take ahead trials with Chatbots and Live Chat as a part of the SIA’s contract technique in 2023.

2.3 Performance monitoring

The SIA makes use of Power BI to assist us with our operational evaluation, which kinds a part of a a lot bigger Microsoft Enterprise Agreement. We even have a contract with IFF Research which covers our annual buyer satisfaction survey. The SIA’s Individual Standards division takes care of this.

2.4 Contact centre contract(s)

The first a part of your request pertains to contact centre service contracts.

1. Datrix, managed by Adept.
2. Please see desk under.
3. Contract graduation is 1st April 2019 and period is 36 months. Extension interval is 24 months.
4. April 2023.
5. Yearly.
6. Please see desk under.
7. Licensing and Services Department. Job title of proprietor: Head of Licensing and Service Delivery.
8. Approximately 30.
9. Not relevant. SIA staff work a mixture of ‘from dwelling’ and from head workplace.
10. This is in-house and we use Datrix Voice over IP for our telephony answer, as acknowledged above.
11. Not relevant. Although the SIA adopts M365 companies together with Exchange Online.
12. Not relevant.

2.5 Table

Type of service	Description	Charging Model	Charge Based On	Per Unit/ Monthly Recurring Charge	Monthly Unit Required
Contact Centre Routing and Reporting Platform	Hosted Contact Centre Service – Base	Fixed Monthly	Fixed Monthly	£425	1
Support and Infrastructure	Voice, CC and IVR Managed Service and Support and Infrastructure Recurring Charges	Fixed Monthly	Fixed Monthly	£650	1
Voice Recording Platform Additional Tenant	VR Managed Service and Infrastructure Recurring Charges	Fixed Monthly	Fixed Monthly	£645	1
Voice Recording Platform Additional Tenant	Hosted VR Service – Base	Fixed Monthly	Fixed Monthly	£750	1

Total mounted month-to-month cost: £2,470 excluding VAT.

2.6 Inbound community companies contract(s)

In respect of the second a part of your request, the solutions to the questions raised are the identical as supplied above. The SIA solely has one contract on this area: Datrix.

[Reference: FOI 0375]