Executive/Council Action Form (ECAF)
ITEM TITLE:
Title
Motion 24-210, approve and authorize execution of the Software as a Service (SaaS) Agreement with Cerium Networks, Inc. for a call center software system
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DEPARTMENT: IT
ORIGINATOR: Dee White
EXECUTIVE RECOMMENDATION: Ken Klein 5/6/24
PURPOSE: The purpose of this ECAF is to approve and execute a Software as a Service (SaaS) Agreement for implementation services and acquisition of a new call center software system to replace Clarity Connect.
BACKGROUND: Snohomish County currently uses Clarity Connect for automated call center management with just over 100 licensed users across eight (8) separate call center groups, and is planning a transition to Microsoft Teams for Voice (from Skype for Business) in 2024. Current software is not compatible with Microsoft Teams and has limitations in a modern workplace, and additional features are desired by the County. The County published RFP-23-076BC-S to solicit proposals for call center software and Cerium Networks, Inc. was selected by the Snohomish County evaluation committee as submitting the highest-ranking proposal to provide the services. The cost for implementation, licenses, and annual support and maintenance over the initial five-year contract term is expected to not exceed One Million, Four Hundred Seventy-Nine Thousand Eight Hundred Seventy-Nine Dollars and Twenty-Three Cents ($1,479,879.23) plus applicable sales tax. The Agreement may be extended for five two-year optional terms by written notice from the County to the Contractor. Expedited handling is requested. The Teams Telephony project is currently awaiting this software in order to move forward and be completed before Microsoft Skype reaches its end of life.
FISCAL IMPLICATIONS:
EXPEND: FUND, AGY, ORG, ACTY, OBJ, AU
CURRENT YR
2ND YR
1ST 5 YRS
505-5148614801 annual support
$164,822.40
$164,822.40
$824,112
505-5148614101 Implementation
$55,767.23
$55,767.23
505-5148614101 Ad ...
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