Title
Call Center Services
Action
Action:
A. Authorize the City Manager to negotiate and execute a contract with OneCloud Corporation to implement, host, and maintain a cloud-based unified communications solution for an initial term of two years,
B. Authorize the City Manager to renew the contract for up to one, one-year term with possible price adjustments,
C. Authorize the City Manager to purchase such additional software, licenses, services, hardware, maintenance, upgrades, 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
Explanation
* Innovation and Technology (I&T) is responsible for the consolidated management of the city's technology needs.
* As of January 26, 2024, the city's existing unified communications system operated under a temporary solution provided by OneCloud Corporation.
* This service was previously provided by NCapital, LLC, and OneCloud Corporation Call Center Services is intended to be the full replacement.
* OneCloud Corporation Call Center Services consists of an Interactive Voice Response system, telephony software, inbound and outbound telephony service, call recording capabilities, call monitoring capabilities, automated call distribution based on departmental defined routing, call-center reporting, artificial intelligence automation capability, and multi-channel communication functionality.
* Call Center Services will be utilized by eight call-centers within the city: 311, Charlotte Area Transit System (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.
* Waiver of a competitive solicitation process for services may be granted on a ...
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