TITLE
Title
CONTRACT EXTENSION: 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 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 14, 2021. The first extension for November 1, 2021 through October 31, 2022 and the second November 1, 2022 through October 31, 2023.
Staff are requesting an extension to the existing contract for an additional one (1) year beginning November 1, 2023, and ending on October 31, 2024. There is a 2% overall increase by $1,000 from $48,844.75 to $49,844.75 per month from the current NCapital agreement due to additional contact centers and users. The total cost is not to exceed $598,137 excluding state taxes, federal taxes, and fees. All terms and conditions remain the same as the original contract.
The FY2023 Major Technology Plan included funding for and RFP to select a consultant to develop requirements for the County’s future VoIP needs. ECC Technologies, the selected vendor, has been working with IT staff to perform an assessment of the current VoIP phone system and to document current and future telephone needs. An RFP will be sent in early 2024 and awarded in Fiscal Year 2025 to replace or upgrade the existing VoIP phone system due to manufacture’s end of service (EOS) dates for the hardware and software. The County has 4,011 telephone extensions and 33 call centers within the ...
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