Key information
Request reference number: MGLA270824-9887
Date of response:
Summary of request
I can confirm that the GLA holds this information within scope of your request and the information is presented below.
Unified Communications
- The manufacturer of the council's unified communications software – Cirrus Software
- The provider (the company that you signed the contract with) for your unified communications software - GAMMA Telecom Ltd
- Contract end date for your current unified communications software – 07/10/2024
- Do you have any extensions available on your current contract for the councils unified communications software? - We will have the option to extend for one year.
Contact Centre
1. Is the council's contact centre outsourced? - The GLA’s out of hours contact centre is outsourced to Pinnacle Connect Limited.
2. How many contact centre agents does the council employ? - The GLA does not employ the contact centre agents. We pay for the service.
3. The manufacturer of your contact centre software - They use Mitel for their telephony and Microsoft Dynamics as their CRM system to log all calls.
4. The provider (the company that you signed the contract with) for your contact centre software - Pinnacle Connect Limited.
5. Contract end date for your current contact centre software – 01/11/2024.
6. Do you have any extensions available on your current contract for the council's contact centre software? - The contract start date was 1st November 2015 for six years with an option to extend with a further two, one-year periods.