Department: Purchasing
Department Head/Elected Official: DeWight Dopslauf
Regular or Supplemental RCA: Regular RCA
Type of Request: Contract - Renewal
Project ID (if applicable): 210119
Vendor/Entity Legal Name (if applicable): ConvergeOne, Inc.
MWDBE Contracted Goal (if applicable): N/A
MWDBE Current Participation (if applicable): N/A
Justification for 0% MWDBE Participation Goal: N/A - Goal not applicable to request
Request Summary (Agenda Caption):
title
Request for approval of a renewal option with ConvergeOne, Inc. for non-emergency cloud contact call center solution for Harris County for the period of April 30, 2024 - April 29, 2025 at a cost of $1,366,933 (210119), Justification for 0% MWDBE Participation Goal: N/A - Goal not applicable to request.
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Background and Discussion:
This is a request to renew a contract for non-emergency cloud contact call center solution - A Cloud Contact Center solution typically integrates multiple communications channels into a single system so that agents can
communicate with customers or clients by phone call, email or instant messaging, and maintain a consistent record of all communications regardless of the format.
This solution was solicited for competitive bids in which the County received nine bids. It was awarded to Convergeone based on service requirements.
Prior to this RFP and award, US operated under a live contact center representative who is available 24/7/365.
There wasn't a location-based call routing or exclusions, and callers were connected directly to the call center. US is the first point of contact for after-hours support for depts that did not maintain after hour staffing but provide county services 24/7 as needed.
As part of this solution, ConvergeOne worked with US to implement a contact center solution that fits the County's expanding and diverse population and communication needs. As the reliance on digital channels grows, the County needs to ensure consistent service delivery across al...
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