SUBJECT
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Change orders with Five9, Inc. to add resource licenses to cloud contact center (One-time cost $17,200, recurring annual cost $124,512)
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DESCRIPTION
Five9 provides the citizen facing call centers for the Board and Constitutional Offices. The existing call center functionality is end of support on 3/31/24 and it is more cost effective to move the call centers to the cloud instead of replacing the entire phone system to keep this function on premise. The Board approved a Master Services agreement with Five9 on 06/20/23, which allowed the County to order cloud services to replace the existing call center.
This amendment is necessary due to call volume and additional users requested by BoCC divisions and constitutional staff. We are required to submit signed change orders to increase the capacity of lines and/or users for the BoCC and constitutional officers.
The additional annual cost of $124,512 will be billed at a pro-rated fee in the current year FY23/24. There is a one-time cost of $17,200 for professional services related to these change orders.
RECOMMENDATION
Staff recommends board approval of the Five9, Inc. change orders for the cloud Contact Center as a Service software.
FISCAL IMPACT
Funds are available within the Information Technology Budget, estimated pro-rated cost FY23/24 is $79,456.
CONTACT INFORMATION
Name: Drew Gilchrist
Title: Telecommunications Supervisor
Division: Information Technology
Phone: 863-534-7582
E-mail Address: andrewgilchrist@polk-county.net