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 Ag...
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