Contact Centre and Telephony Technology
Received: 26 March 2026
This request relates to the contact centre, telephony, and customer engagement technology currently used by the London Borough of Barnet, including any corporate or centrally managed contact centre capability supporting resident or customer enquiries.To minimise administrative burden, this request is limited to currently held, high level factual information. Where information is not held, or not held centrally, please confirm this.Please provide the following information:Contact centre technology and contracts1.Which company currently holds the contract for the provision of contact centre technology for the London Borough of Barnet.2.When the current contact centre technology contract ends, and whether it includes any options for extension.3.What contact centre technology platform is currently in use.4.What back office telephony solution is currently in place, where this differs from the contact centre platform.5.When the contract for the back office telephony solution ends.Supporting platforms and services6.What Customer Relationship Management (CRM) and or case management platforms, or equivalent systems, are currently in use to support contact handling.7.Who the current SIP provider is.8.When the current SIP services contract ends.9.What Workforce Management (WFM) solution is currently used for the contact centre, if applicable.10.What PCI compliant payment solution is currently used within the contact centre, if applicable.11.Which speech analytics platform is currently in use for the contact centre.12.Which call recording platform is currently in use for the contact centre.Users, scale and channels13.How many contact centre agents, or the equivalent role terminology used internally, are currently employed, where this information is held centrally.14.How many back office telephony users are currently in place, where centrally recorded.15.What the primary customer engagement channels currently supported are (for example voice, email, web chat, SMS or social messaging), and whether there are plans to add any additional channels in the near future.Integrations, automation and AI16.Which internal or external platforms currently integrate with the contact centre solution.17.What Voice AI, voice assistant, or intelligent IVR solution, if any, is currently deployed.18.What chatbot solution, if any, is currently in use within the organisation.Procurement, spend and future plans19.What the total contract value or annual spend is for the current contact centre and or telephony solution, where this information is held.20.Whether the current contact centre or telephony contract was procured via a public sector framework (for example G Cloud or Crown Commercial Service), and if so, which framework was used.21.Whether there are any planned or approved budget allocations relating to contact centre or telephony transformation.22.When the organisation next intends to run a Request for Information (RFI) or Request for Proposal (RFP) process for a new or replacement contact centre platform, if known.
Outcome / Documents
- Response (all information to be supplied) - application/pdf - Download