Contact Centre/Telephony Information
Case reference FOI2026/01960
Received 17 August 2026
Published 19 August 2026
Request
Contact Centre / Telephony
What contact centre or telephony system does the council currently use for resident-facing calls (e.g. the platform used by your customer contact centre)?
Who is the provider/supplier of this system?
How many agent seats/licences does the contact centre currently have?
When does the current contract for this system end?
Does the contract include an option to extend? If so, for how long, and until what date?
Response
What contact centre or telephony system does the council currently use for resident-facing calls (e.g. the platform used by your customer contact centre)?
Zoom Contact Centre
Who is the provider/supplier of this system?
Charterhouse Voice & Data Limited
How many agent seats/licences does the contact centre currently have?
60 concurrent agents
When does the current contract for this system end?
February 2030
Does the contract include an option to extend? If so, for how long, and until what date?
Yes, 4 year option to extend (2+2)
Documents
This is Herefordshire Council's response to a freedom of information (FOI) or environmental information regulations (EIR) request.
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