Freedom of Information request - Contact Centre/Telephony Information Request
Case reference FOI2026/00899
Received 11 August 2026
Published 8 September 2026
Request
I would like to request the following information under the Freedom of Information Act 2000. 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
1. 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)?
The Council currently uses the Netcall system for its Contact Centre solution.
2. Who is the provider/supplier of this system?
Liberty.
3. How many agent seats/licences does the contact centre currently have?
40 agents.
4. When does the current contract for this system end?
15 October 2026.
5. Does the contract include an option to extend? If so, for how long, and until what date?
No. There is no option to extend the current contract.
Documents
This is Oxford City Council's response to a freedom of information (FOI) or environmental information regulations (EIR) request.
You can browse our other responses or make a new FOI request.