Primary Department: Purchasing
Primary Department Head/Elected Official: Paige McInnis
Secondary Department: Universal Services
Secondary Department Head/Elected Official: Sindhu Menon
Regular or Supplemental RCA: Regular RCA
Type of Request: Contract - Renewal
Project ID (if applicable): 210119
Vendor/Entity Legal Name (if applicable): ConvergeOne, Inc
MWBE Contracted Goal (if applicable): N/A
MWBE Current Participation (if applicable): N/A
Justification for 0% MWBE Participation Goal: N/A - Goal not applicable to request
Grant Indirect Costs Rate (if applicable):
Justification for 0% Grant Indirect Costs Rate (if applicable): Choose an item.
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, 2025 - April 29, 2026, at a cost of $1,366,933 (210119).
end
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 dive...
Click here for full text