Primary Department: Purchasing
Primary Department Head/Elected Official: Kimberly J. Williams, JD
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):
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, 2026 - April 29, 2027, at a cost of $1,366,933 (210119).
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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.
Expected Impact:
To continue providing 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 all channels. Residents can submit service requests and related questions through mobile, phone, text, or web self-service/email through their preferred channel with confidence that the County will respond. It is critical to integrate current and new customer service processes and data so that County staff can work with the most comprehensive and updated resident view, regardless of which channel ...
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