Contact Centre
Case reference FOI2026/00483
Received 2 March 2026
Published 31 March 2026
Request
1. Contact Centre
a. Do you have a customer/ citizen facing contact centre?
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)?
2. CRM
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?
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?
Response
Please find the answers to your queries below:
1. Contact Centre
a. Do you have a customer/ citizen facing contact centre?
Yes.
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
We employ and manage our own Communications and Customer Service staff. We do not outsource to a third party.
c. How many contact centre agents do you have?
We have 115.6 FTE Communications and Customer Service staff.
d. Do agents work from home? Or just your offices?
All employees have the option of hybrid work, from both home and office, after they have successfully completed their probationary period.
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
Information Communications Ltd.
f. When is your contract renewal date?
The contract is due to expire on 13th June 2026. Usually, the renewal date is set a few months prior to the contract end date.
g. Who maintains your contact centre system(s)?
The Communications and Customer Service Team Leader and the ICT departments alongside operatives from Information Communications Ltd.
2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
Salesforce.
b. Do you use the same CRM for the rest of the organisation? What platform is used?
We also use Fivium Ecase for complaints management and Freedom of Information requests.
c. Do you use a knowledge base / knowledge management platform? What platform is used?
Yes – Halo Service Solutions Ltd.
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
We do not currently have a customer facing chatbot service.
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
N/A.
Yours sincerely,
FOI Team
Guildford Borough Council
Documents
This is Guildford Council's response to a freedom of information (FOI) or environmental information regulations (EIR) request.
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