The challenges of the Covid pandemic and Winter Storm Uri have demonstrated a need for cloud-based call center software that has the flexibility to easily change to accommodate customers’ needs. Moving from the current on-premises hardware to a cloud-based solution provides that flexibility and will help in improving the city’s resiliency and responsiveness in emergency situations. A cloud-based software will also provide benefits as we explore a 3-1-1 centralized contact center for residents.
Limitations of the current phone system that would be mitigated by moving to a cloud-based solution include:
· Existing system has capacity limits that prevents customers from connecting with the city’s phone system. When the max number of phone lines are exhausted, customers experience dropped calls, dead air space or other connection anomalies.
· Inability for call center employees to work remotely if/when needed. To accommodate the needs of teleworking during the pandemic, the call center had to use a different IVR/Call center cloud product that could not accommodate emergency type situations or large-scale phone volume.
· Inability to enable self-help features or chat/text/call back options. Call centers today can utilize artificial intelligence (“Chatbots”) to provide 24/7 assistance for frequently asked questions and topics.
The three-year agreement includes one-time implementation costs of $74,050.00, and annual operations and support costs of $37,827.84 per year, which includes an estimated monthly usage of 9,000 interactions with a “chat bot” and other automation services. Also included is an ala carte menu of services to help with emergencies as needed, such as adding additional users or lines.