Title
OneCloud Call Center Agent
Action
Action:
A. Authorize the City Manager to negotiate and execute a contract with OneCloud Corporation to provide, implement, and maintain OneCloud Call Center Agent services for a term of three years,
B. Authorize the City Manager to renew the contract for up to two, one-year terms with possible price adjustments and to amend the contract consistent with the purpose for which the contract was approved,
C. Authorize the City Manager to purchase additional software licenses, services, hardware, maintenance, and support as required to maintain the system for as long as the city uses the system, and
D. Authorize the City Manager to amend the contract consistent with the purpose for which the contract was approved.
Body
Staff Resource(s):
Markell Storay, Innovation and Technology
Nicholas Miles, Innovation and Technology
Explanation
§ Innovation and Technology (I&T) is responsible for the consolidated management of the city’s technology needs.
§ Call center services are utilized by eight call centers within the city: 311, Charlotte Area Transit Systems (CATS) Customer Service, CATS Special Transportation Service, Charlotte Water Customer Service, Charlotte Water Field Operations, Public Safety Non-Emergency Police Services, I&T Service Desk, and Finance Revenue Recovery.
§ As of January 13, 2025, the city’s existing unified communications system operates under a call center solution provided by OneCloud Corporation.
§ OneCloud Corporation call center solution services consist of an Interactive Voice Response (IVR) system telephony software and inbound and outbound telephony service, with capabilities for call recording, call center monitoring, automated call distribution based on departmental defined routing, call center reporting, artificial intelligence automation, and multi-channel communication functionality.
§ This contract will allow for continued use of OneCloud call center services and add OneCloud Call Center Agent services at a citywide level, for department-specific needs, to supplement and expand operations.
§ OneCloud Call Center Agent services will include all telco-related services and support, including, but not limited to, voice and CRM integration, SMS and email, web chat, IVR and outbound dialing, AI enhancements and automation, and professional and implementation services.
§ Waiver of a competitive solicitation process for services may be granted on a limited basis when deemed appropriate and in the city’s best interest. A waiver has been approved for these services based on the need for continuity of existing services, departmental investments already made into the system, and time constraints.
§ Annual expenditures are estimated to be $1,500,000.
Charlotte Business INClusion
Effective July 1, 2026, Session Law 2026-41 eliminated the authority of North Carolina local governments to use race-conscious and gender-conscious contracting requirements. In compliance with the new law, no MBE/WBE/MWBE/MSBE/WSBE/MWSBE goals or compliance requirements will be included in city contracts. SBE goals are not affected and shall continue to be used in compliance with the CBI program and applicable law.
Small Business Participation
A waiver of solicitation was necessary for this contract due to need for continuity of existing services, departmental investments already made into the system, and time constraints. Contracts with a waiver of solicitation do not involve a competitive bidding process and are exempt from the CBI program.
Fiscal Note
Funding: Various departments’ operating budgets