Label
Call Center Back Up/ Production Solution
Department of Information Technology
Josh Rosso/Anne Bennett
Revised
Title
Authorizing the Mayor to enter into agreements for the subscription to and implementation of a cloud-based call center backup solution for DPU Customer Service and Engage Toledo; authorizing the expenditure of an amount not to exceed $48,700 from the Information and Communications Technology Fund; waiving the competitive bidding provisions of TMC Chapter 187; and declaring an emergency.
Body
SUMMARY & BACKGROUND:
The City of Toledo needs an immediate backup solution for our DPU Customer Service and Engage Call Centers. The current on-premises solution is out of support and nearing the end of life. A production replacement for the call center solution, as well as the city's enterprise telephony solution, is budgeted and part of a planned RFP process to come under a separate ordinance. This backup solution will be configured in a way that allows transition to permanent production if the platform meets full functionality requirements and is fully compatible with the future enterprise-wide solution. The solution is subscription-based, allowing for termination of the contract when no longer needed. This Ordinance authorizes the following as part of this cloud-based call center backup solution:
Glass City IT Staff Augmentation - $3,700 one-time
Sentinel Implementation - $6,000 one-time
Cisco Subscription - $13,000 annually for a term not to exceed three years
Summary
SECTION 1. That the Mayor is authorized to enter into agreements for the subscription to and implementation of a cloud-based call center backup solution for DPU Customer Service and Engage Toledo, upon terms and conditions acceptable to the Director of Information Technology and the Director of Law.
SECTION 2. That the expenditure of an amount not to exceed $48,700 is authorized from the Information and Communications Technology Fund Account Code 7084-...
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