From
Keshnel Penny, Chief Information Officer
Title
Purchase Agreement with Lantana Communications for Telecom Equipment, to include upgrades, installation services, training, and one year of support of the Avaya CMS Call Management System for Water Revenue Agent call center, and other City Departments in the amount of $100,673.90, through a state interlocal agreement with DIR
Presenter
Keshnel Penny, Chief Information Officer
Recommended Action
Approve
Analysis
Avaya Call Management (CMS) is a software product for businesses and organizations that receive a large volume of telephone calls processed through Automatic Call Distribution (ACD), a feature of the Avaya Aura Communication Manager System. CMS collects call traffic data, formats management reports, and provides an administrative interface to the ACD. CMS Supervisors, Managers can monitor in real time contact center performance, abandoned call, average hold time and calls in the queue. This system will allow the department to monitor center performance and activity with support interfaces in several languages. The current call center BCMS is 15+ years old, with the last release in 2010and is not actively supported anymore.
Chapter 271.102 of the Local Government Code authorizes local governments to participate in a cooperative purchasing program with another local government or local cooperative organization. In lieu of competitive bidding, items and services may be purchased through such agreements as the agreements have already been bid by the sponsoring agency. The City of Grand Prairie has master inter local cooperative agreements with various including DIR.
DIR provides statewide leadership and oversight for management of government information and communications technology. DIR has served in a leadership role to facilitate the state's economic competitiveness through it's ability to deliver quality information resources commodities and services at the lowest prices and best value for...
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