DATE: October 9, 2024
TO: Honorable Mayor and City Councilmembers
FROM: Human Resources Department
TITLE: AGREEMENTS AND PURCHASE ORDERS FOR THE REPLACEMENT OF THE CITY'S PHONE SYSTEM AND CUSTOMER CALL CENTER
RECOMMENDATION
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Staff recommends that the City Council approve a five-year Professional Services Agreement and related purchase order with Maverick Networks, in the amount of $136,669, for the implementation of and ongoing support for the replacement of the City's phone system and customer call center; approve a Master Services Agreement with RingCentral for use of its product; approve a purchase order to RingCentral, in an amount of $1,224,184, for five years of City phone and call center service; appropriate $284,139 from the Information Services Reserve fund; authorize the City Manager to execute the agreements; and authorize the Financial Services Director, or designee, to execute the purchase orders.
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BACKGROUND AND ANALYSIS
The City's Information Technologies (IT) Division is responsible for maintaining the City's internal telephone system, used by staff and call center agents to make calls as well as receive incoming calls from outside parties. This system consists internally of desk phones, computer interfaces and call center programs, as well as the procurement of blocks of telephone numbers for City use. The software powering the existing system is a blend of Microsoft Skype for Business 2015 as well as Interactive Intelligence (ININ) Genesys Interaction Center. Skype for Business is an outdated product and Microsoft has discontinued support for the product as of 2023. The ININ Genesys Interaction Center will discontinue support in June of 2025. Staff desires to replace both of these systems with a single, modern solution.
On February 8, 2024, staff released a Request for Proposals (RFP) seeking qualified companies to propose a cloud-based solution to replace the telephone and call center systems. Thirty proposals were received in ...
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