TITLE
Title
HOSTED VOIP AND CONTACT CENTER
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SPONSOR
Sponsor
Peter Purcell
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BACKGROUND
Background
Guilford County Government, and many other local governments across the state and country, use Voice-over-Internet Protocol (VoIP) for our current phone system and call centers. VoIP is a technology that lets users make calls using a broadband internet connection, instead of a standard phone line. The existing VoIP contract with NCapital, LLC was approved by the Board of Commissioners on April 21, 2016 for a five (5) year term, with an effective date of November 1, 2016 and an expiration date of October 31, 2021. The Board of Commissioners provided approval for staff to proceed with exercising both of the optional one (1) year contract extensions on October 21, 2021. The first extension for November 1, 2021 through October 31, 2022 and the second November 1, 2022 through October 31, 2023. On October 5, 2023, the Board of Commissioners approved an additional extension for one (1) year beginning November 1, 2023, and ending on October 31, 2024.
The county has 4,011 telephone extensions and 33 call centers within the VoIP system. The call centers are used for calling trees into Child Support, DSS, Facilities, Tax, Register of Deeds, Tax, Animal Control, and other departments. The county received and/or placed approximately 3 million calls over the past twelve (12) months. Throughout the county, there are 3,919 devices connected into the VoIP system consisting of 2,518 desk phones, ten (10) conference phones and 1,391 laptop/desktop application “Soft Phones”. Soft Phones may be used in addition to, or instead of, desk phones.
Staff are requesting an approval of a contract for five (5) years beginning November 1, 2024, and ending on October 31, 2029, with the option to extend two (2), one-year renewals at the same pricing and terms and conditions upon mutual written agreement of both parties. There is a 0% increase from the current NCapital, LLC. The t...
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