FOI release

SIA contracts for contact centre systems and software

Updated 5 October 2023

1. Request

I wish to submit to the organisation a freedom of information request relating to the organisation’s ICT contracts, specifically around:

• contact centre contract(s)
• inbound network services contract(s)

The first part of my request relates to contact centre service contracts which could relate to one of the following:

• advanced call distribution to control the flow of calls and maximise customer experience
• email, website live chat and integrations with popular social media apps like Facebook and Instagram
• performance monitoring tools to track performance, customer satisfaction and other key sales metrics

This could be part of a whole package or separate service applications.

Please send me the following information for each provider:

1. Incumbent supplier - For each of the contract(s) please can you provide me with the supplier of the contract.
2. Annual average spend - For each supplier, please state the annual average (over 3 years) spend for each supplier.
3. Contract duration - For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.
4. Contract expiry - For each supplier, please state the date of when the contract expires.
5. Contract review - For each supplier, please state the date of when the contract will be reviewed.
6. Contract description - For each supplier, please state a brief description of the services provided of the overall contract.
7. Contact details - For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address. At the very least please provide me with their actual job title.
8. Number of agents - Please provide me with the total number of contact centre agents.
9. Number of sites - Please can you provide me with the number of sites the contact centre covers.
10. Manufacturer of the contact centre - Who is the manufacturer of the contact centre system that you operate?
11. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?
12. Number of email users - Approximate number of email users across the organisations.

The second part of my request relates to the use inbound network services contracts which could relate to one of the following:

• 0800, 0845, 0870, 0844, 0300 number
• Routing of calls
• Caller identifier
• Caller profile- linking caller details with caller records
• Interactive voice response (IVR)

For a contract relating to the above please can you provide me with:

1. Incumbent supplier - For each of the contract(s) please can you provide me with the supplier of the contract.
2. Annual average spend - For each supplier, please state the annual average (over 3 years) spend for each supplier.
3. Contract expiry - For each supplier, please state the date of when the contract expires.
4. Contract review - For each supplier, please state the date of when the contract will be reviewed.
5. Contract description - For each supplier, please state a brief description of the services provided of the overall contract.
6. Contact details - For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address.

2. Response

I can confirm that the SIA does hold the information you have requested. The answers to your questions are below.

2.1 Call distribution

The SIA uses certain tools, such as the IVR, to control the flow of calls and ensure we are responding promptly to customer queries. As part of this, the SIA also filters calls from businesses who are signed up to our Licence Management or Licence Assist services, so calls now go directly through to our new Business Support team. These tools are all part of the basic package and only contract we have with Datrix, a VOIP system managed by Adept, for the Unify telephony platform.

2.2 Integration

Currently, there is no contract in place, however, we are expecting to take forward trials with Chatbots and Live Chat as part of the SIA’s contract strategy in 2023.

2.3 Performance monitoring

The SIA uses Power BI to support us with our operational analysis, which forms part of a much larger Microsoft Enterprise Agreement. We also have a contract with IFF Research which covers our annual customer satisfaction survey. The SIA’s Individual Standards department looks after this.

2.4 Contact centre contract(s)

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

1. Datrix, managed by Adept.
2. Please see table below.
3. Contract commencement is 1st April 2019 and duration is 36 months. Extension period is 24 months.
4. April 2023.
5. Yearly.
6. Please see table below.
7. Licensing and Services Department. Job title of owner: Head of Licensing and Service Delivery.
8. Approximately 30.
9. Not applicable. SIA employees work a combination of ‘from home’ and from head office.
10. This is in-house and we use Datrix Voice over IP for our telephony solution, as stated above.
11. Not applicable. Although the SIA adopts M365 services including Exchange Online.
12. Not applicable.

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 fixed monthly charge: £2,470 excluding VAT.

2.6 Inbound network services contract(s)

In respect of the second part of your request, the answers to the questions raised are the same as provided above. The SIA only has one contract in this domain: Datrix.

[Reference: FOI 0375]