Broken Arrow City Council
Meeting of: 2-6-2018
To: Mayor and City Council
From: Office of the City Manager
Title:
title
Approval of and authorization to purchase call queuing and reporting program from Chickasaw Telecom pursuant to the Oklahoma state contract
End
Background:
The City has utilized Cisco Unified Communications throughout most city locations as the primary phone system. Cisco Contact Center and Call Recording will provide additional features needed for improved customer service. The contact center will provide basic call queuing and reporting. Basic call queuing automates call holding by informing the customer of their location and wait time in the queue. The customer will have the option to continue holding or leave a message for a call back if they are unable to hold. The reporting will provide real time and historical data that can be used for forecasting to accommodate future customer needs. This will also provide metrics for individual employees to be used for scorecard metrics related to yearly performance. The call recording will provide the ability to record customer service phone calls. This will enable managers to review phone calls for training purposes and/or to resolve a dispute with a customer. The initial purchase is for ten agent licenses to be used in the Utility Customer Service division of the Finance Department but the system has the ability to be expanded for future needs.
The total cost is $51,400.50. Funds have been budgeted in the Fiscal Year 2018 budget of Sales Tax Capital Improvements. Staff proposes that the Cisco Contact Center and Call Recording be purchased through Chickasaw Telecom, a provider of the service through a state contract for CISCO products.
Cost: $51,400.50
Prepared By: Stephen Steward, IT Director
Reviewed By: Finance Department
Legal Department
Russell M. Gale, Assistant City Manager
Approved By: Michael L. Spurgeon, City Manager
Attachments: Chickasaw Telecom Quote
Recommendation: Approve the purchase of call queuing and reporting program from Chickasaw, Inc.