Contact Centre, CRM, and AI & Automation
Request
- Contact Centre – target to organisations we know have a CC
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)?
- 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?
- 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
Thank you for your request which has been processed under the Freedom of Information Act 2000 (FOIA).
The Gambling Commissions responses to your enquiries are as follows:
- Contact Centre – targeted to organisations we know have a CC
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?
Employ and manage our own agents.
c. How many contact centre agents do you have?
12
d. Do agents work from home? Or just your offices?
From home and in office (Hybrid working)
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
Enghouse Systems
f. When is your contract renewal date?
01/04/2026
g. Who maintains your contact centre system(s)?
Koris365
- CRM
a. Do you use a CRM in the contact centre? What platform is used?
Yes
b. Do you use the same CRM for the rest of the organisation? What platform is used?
Yes. Siebel, Oracle
c. Do you use a knowledge base / knowledge management platform? What platform is used?
No
- AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
No
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
No
Review of the decision
If you are unhappy with the service you have received in relation to your Freedom of Information request you are entitled to an internal review of our decision. You should write to FOI Team, Gambling Commission, 4th floor, Victoria Square House, Victoria Square, Birmingham, B2 4BP or by reply to this email.
Please note, internal review requests should be made within 40 working days of the initial response. Requests made outside this timeframe will not be processed.
If you are not content with the outcome of our review, you may then apply directly to the Information Commissioner (ICO) for a decision. Generally, the ICO cannot make a decision unless you have already exhausted the review procedure provided by the Gambling Commission.
It should be noted that if you wish to raise a complaint with the ICO about the Commission’s handling of your request for information, then you are required to do so within six weeks of receiving your final response or last substantive contact with us.
The ICO can be contacted at: The Information Commissioner’s Office (opens in a new tab), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.
Information Management Team
Gambling Commission