Explanation
1. BACKGROUND
This ordinance authorizes the Director of Technology to enter into professional services contracts with TalkDesk, Inc. for the Integrated Voice Response Replacement System contract.
The intent of this contract is to provide the City of Columbus, Department of Technology, with a turnkey solution for the replacement of the city’s integrated voice response system. The contract includes migrating the existing function to the new system, and planning and implementing a new workforce management automation functionality, and a new integrated communication methods for email and web chat. The term of this initial contract is for one year starting October 1, 2024, to September 30, 2025, for the amount $876,445.00. This initial contract will include professional services and software licensing. The contract has the option to be renewed four times, each time for a one-year period, pending authorization by City Council.
The Department of Technology, Fiscal Section, solicited Requests for Proposals for the Integrated Voice Response Replacement System contract. The project was formally advertised on the Vendor Services and Bonfire web site from May 24, 2023, to July 11, 2023. The city received nine (9) responses. Of the nine received, only five (5) were deemed responsive and were fully evaluated by the evaluation committee.
The responding firms were:
Company Name City/State ODI Certification
Accenture, LLP Columbus, OH EBO
ConvergeOne, Inc. Bloomington, MN EBO
TalkDesk, Inc. Covina, CA EBO
TTEC Digital, LLC Englewood, CA EBO
Deloitte Consulting LLP Columbus, OH EBO
Accenture LLP scored highest and Converge One, Inc. second. Contract negotiations were terminated with Accenture and ConvergeOne per City Code 329.28(h) and entered into with TalkDesk, Inc. TalkDesk, Inc. will be awarded the Integrated Voice Response Replacement System contract.
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