Explanation
This ordinance authorizes the Director of the Department of Technology (DoT) to modify a contract with Converge One, Inc. for the purchase of hardware, licensing, professional services and co-termed maintenance and support services associated with Genesys Interactive Voice Response (IVR) system, in the amount of $589,523.01, for a coverage period through April 30, 2026. The current IVR system is used by the city’s 311, Public Utilities, BZS, and Technology Help Desk call centers. Earlier this year, The Department of Technology established the existing contact with CovergenOne, Inc. for a coverage period through April 30, 2026. This ordinance will modify the contract to include this upgrade of the City's Genesys IVR Pure Connect system. This purchase will include funding for related hardware, licensing, professional services, and co-termed maintenance and support with the existing five (5) year contract. In addition to the upgrade, the Department of Technology is required to comply with Kari's Law and the RAY BAUM's Act for 911 Direct Dialing, notification, and Dispatchable Location requirements. Under Section 506 of RAY BAUM's Act the City should make all effort to meet the January 6, 2022 deadline. In order to meet this aggressive deadline, the Department of Technology is also requesting a bid waiver for the purchase of three (3) year licensing of a third-party solution, Red Sky, from our current Genesys Pure Connect vendor, ConvergeOne, Inc., who is the sole vendor authorized to upgrade, support and/or integrate items into the City's Genesys Pure Connect and Pure Cloud system which would include the Red Sky solution. Red Sky is the required third-party solution to be integrated with the Genesys Pure Connect system and Cisco soft phones which establishes compliancy of Keri's Law and RAY BAUM's Act.
Genesys Pure Connect is the City's standard on-prem IVR solution for City services that interface with the public such as the City's 311 call c...
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