Label
Agent Interaction Call Recording
Department of Communications
Jenny Jaqua (x1888)
Revised
Title
Authorizing the annual expenditure of an amount not to exceed $23,346 from the General Fund for Agent Interaction Call Recording Services; authorizing the Mayor to enter into an agreement for said services; waiving the competitive bidding requirements of TMC Chapter 187; and declaring an emergency.
Body
SUMMARY & BACKGROUND:
The City of Toledo operates the Engage Toledo and Public Utilities Customer Service Contact Centers, which serve public utility customers, residents, business owners, and visitors. All calls are recorded as best practice for quality assurance and training purposes. This ordinance authorizes the city to enter into a one-year contract with Verint Systems Inc. for subscription cloud-based software for agent interaction call recording services, with two one-year renewal options.
Summary
NOW THEREFORE Be it ordained by the Council of the City of Toledo:
SECTION 1. That the Mayor is authorized to enter into a one-year agreement with the option of two one-year renewals with Verint Systems Inc. for cloud-based subscription software for agent interaction call recording services, upon terms and conditions acceptable to the Director of Communications, the Director of Information Technology, and the Director of Law.
SECTION 2. That subject to appropriation, the annual expenditure of an amount not to exceed $23,346 is authorized from the General Fund Account Codes 1001-17600-1ENGAGETOLEDO and 1001-10202-1143001STDADM and the Information and Communications Technology Fund Account Code 7084-17500-1144007ITSAAS for a total of three years for the purposes identified in Section 1.
SECTION 3. That this Council finds and determines that it is in the best interests of the City to waive the competitive bidding requirements of Toledo Municipal Code Chapter 187 to maintain continuity of the existing software platform, thereby avoiding additional expenditures associated with system re-implementation, data migration, and retraining.
SECTION 4. That the Finance Director is authorized to draw their warrant or warrants for the above-authorized expenditures in payment of the above-authorized obligations in an amount not to exceed $23,346 annually upon presentation of proper vouchers.
SECTION 5. That this Ordinance is declared to be an emergency measure and shall be in force and effect from and after its passage. The reason for the emergency lies in the fact that the continuity of agent interaction recording software is necessary to maintain the city's customer service efforts, which are essential for the effective operation of city services and public interaction.
Vote on emergency clause: yeas _____, nays _____.
Passed: _________________, as an emergency measure: yeas _____, nays _____.
Attest: ________________________ __________________________________
Clerk of Council President of Council
Approved: _____________________ __________________________________
Mayor
I hereby certify that the above is a true and correct copy of an Ordinance passed by Council ________________________.
Attest: ________________________
Clerk of Council