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Home My WebLink AboutI-7 UB Staff Report-Approve inContact Contract ExtensionCONSENT ITEM I-7 TO: HONORABLE CHAIRPERSON AND MEMBERS OF THE AZUSA UTILITY BOARD FROM: MANNY ROBLEDO, DIRECTOR OF UTILITIES DATE: MAY 18, 2020 SUBJECT: APPROVAL OF AMENDED AND RESTATED PROFESSIONAL SERVICES AGREEMENT WITH INCONTACT FOR CALL MANAGEMENT SYSTEM SERVICES BACKGROUND: InContact, Inc. (InContact) is the current provider of Azusa Light & Water’s (ALW) customer service call management system, and they have performed well in this capacity since they were selected pursuant to a competitive solicitation process in January 2014. The proposed action would approve an extension of the current agreement for a period of three (3) years and add chat, text, and email communication services in addition to the existing voice call management services. RECOMMENDATION: Staff recommends the Utility Board take the following action: 1) Approve a three (3) year extension of the Amended and Restated Professional Services Agreement dated July 13, 2017 with inContact, Inc., including the attached Addendum to Service Contract for additional chat, text, and email customer communication channels; and 2) Authorize the Mayor to execute an Amended and Restated Professional Services Agreement, including the Addendum to Service Contract and any related forms required by InContact, in a final form acceptable to the City Attorney. ANALYSIS: APPROVED UTILITY BOARD 5/18/2020 Special Meeting inContact Contract Amendment May 18, 2020 Page 2 In 2014, ALW’s Customer Service Division selected inContact to provide an internet-based call management system through a competitive RFP process. Implementation of the new system required a significant amount of ALW and Information Technology staff time and workflow disruption, as the initial configuration and implementation of this new technology took 12 months to complete. Since its implementation, ALW has experienced an increase in customer satisfaction with the inContact system, including its interactive voice response (IVR), queuing, and callback features. It has also improved workflow efficiency via its cloud-based platform, accurately tracked customer call statistics, and stored call recordings for easy retrieval. inContact has offered to extend the current services at the same rates bid in 2014, and the prices offered for the additional chat, text, and email services appear to be competitive. inContact has introduced new features, which are expected to further increase the overall customer experience and improve workflow efficiency. Staff recommends upgrading the current “inContact Central” user platform to “NICE InContact CXone with User Hub.” User Hub is comprised of the following modules: 1) Quality Management Analytics Pro 2) Workforce Optimization Pro 3) Workforce Management Pro 4) Interactions Analytics Pro CXone User Hub has voice and tone analytics to identify the root cause of customer issues and tracks trends across 100% of customer interactions. The system delivers insights throughout the full customer journey to guide measurable improvements in customer satisfaction, detect any communication issues, and identify training opportunities to further improve operational efficiency. This new platform also provides additional channels for customer communication. These channels include customer contact via: e-mail, chat and text messaging. Project implementation costs are detailed below: inContact Contract Amendment May 18, 2020 Page 2 FISCAL IMPACT: The one-time implementation cost of $28,750, the $4,600 per month cost of the existing call management services, and the $2,150 per month cost of the proposed chat, text and email services are all included in the proposed FY 2020-21 ALW budget. Prepared by: Reviewed and Approved: Alicia Holmes Manny Robledo Assistant Director of Utilities Director of Utilities Customer Care & Solutions Reviewed and Approved: Sergio Gonzalez City Manager Attachments: 1) inContact Addendum to Service Contract 2) inContact Amended and Restated Professional Services Agreement dated 7/13/2017 ADDENDUM TO SERVICE CONTRACT ("ADDENDUM") The following modifies the Service Contract, Q-09342 last dated 3/26/2014, (the “Contract”), entered into by AZUSA LIGHT & WATER ("Customer"), located at 213 E FOOTHILL BLVD, AZUSA, CA, 91702-2514 and inContact, Inc. ("inContact"), located at 75 West Towne Ridge Parkway, Tower 1, Salt Lake City, UT, 84070. Unless specifically stated herein, any capitalized terms used in this Addendum shall have the same meaning as is assigned to it in the Contract. THE PARTIES HEREBY AGREE AS FOLLOWS: 1. The Contract is amended as follows: - The following items are hereby added to the Order: SOFTWARE MRC PRODUCTS Item Quantity List Discount Net Unit Price Total NICE inContact CXone Workforce Optimization Pro w/QMA (per Configured User) 25.00 $85.00 0%$85.00 $2,125.00 SOFTWARE MRC PRODUCTS TOTAL:$2,125.00 SOFTWARE NRC PRODUCTS Item Quantity List Discount Net Unit Price Total CXone with User Hub 1.00 $0.00 0%$0.00 $0.00 NICE inContact CXone Quality Management Analytics Pro Add-on Implementation 1.00 $1,500.00 0%$1,500.00 $1,500.00 NICE inContact CXone Workforce Optimization Pro Implementation 1.00 $13,000.00 0%$13,000.00 $13,000.00 NICE inContact CXone Workforce Management Pro Training 1.00 $6,500.00 0%$6,500.00 $6,500.00 NICE inContact CXone Quality Management Analytics Pro Training 1.00 $7,750.00 0%$7,750.00 $7,750.00 SOFTWARE NRC PRODUCTS TOTAL:$28,750.00 801.320.3200 Phone | 801.320.3213 Fax | www.inContact.com | 75 West Towne Ridge Parkway, Tower 1, Salt Lake City, UT, 84070 Page 1 of 3 Attachment 1 Product Descriptions Schedule SOFTWARE MRC PRODUCTS NICE inContact CXone Workforce Optimization Pro w/QMA (per Configured User) •Combining the power of QM and Analytics to analyze and categorize 100% of interactions for all voice and text channels •Configured Users are billed based on the highest number of WFM or QM users enabled for "can be scheduled" at any one time during the month. •Key product features & components include: •Category Manager for creating your own categories •Out of the Box Categories available •Quality Planner including advanced sampling using analytics categories •Top Categories Widget and Category Trend Widget •Search includes analytics categories •Player tags •Form Designer/Evaluations/Calibration/Dispute processes •Coaching and Dashboards •Audio Recording (total or %-based), Playback, Encryption •Forecasting & Scheduling •Shift Bidding •Time-off Management •Real-time Adherence Dashboard •Historical Adherence Report •1 GB of storage included per userThe use of this product is governed by additional terms found online at NICEinContact.com/terms/GeneralSoftwareTerms and NICEinContact.com/terms/WFO SOFTWARE NRC PRODUCTS CXone with User Hub •Customer will be implemented on a "User Hub" cluster NICE inContact CXone Quality Management Analytics Pro Add-on Implementation •Implementation of Quality Management Analytics for current QM Pro customers who are upgrading from QM Pro to QMA Pro. •Billed as a one time (non-recurring) charge •Implementation includes: •1 hour of initial configuration •4 hours of custom work designing categorization tailored to the customer’s specific Quality Management concerns.The use of this product is governed by additional terms found online at NICEinContact.com/terms/GeneralSoftwareTerms NICE inContact CXone Workforce Optimization Pro Implementation •Implementation and setup of CXone Workforce Optimization •Billed as a one time (non-recurring) charge •Implementation includes: •Implementation manager who oversees the project from start to finish •Business requirements session and documentation •Initial System Configuration •User acceptance testing •Go live support •2 weeks of Post Go Live SupportThe use of this product is governed by additional terms found online at NICEinContact.com/terms/GeneralSoftwareTerms NICE inContact CXone Workforce Management Pro Training 801.320.3200 Phone | 801.320.3213 Fax | www.inContact.com | 75 West Towne Ridge Parkway, Tower 1, Salt Lake City, UT, 84070 Page 2 of 3 •Remote: instructor led training •Training on the CXone WFM Pro platform to create forecasts, create schedules, agent schedule management and system administration. •Estimated training duration - 2 days •Billed per course as a one time (non-recurring) charge •Travel and accommodations are extra NICE inContact CXone Quality Management Analytics Pro Training •Remote: instructor-led training •Training on the QMA Pro platform including how to configure categories, topics, and dashboards that provide business insights to assist in improving processes and performance •Estimated training duration: 2 days •Billed per course as a one time (non-recurring) charge •Maximum of 12 participantsThe use of this product is governed by additional terms found online at NICEinContact.com/terms/GeneralSoftwareTerms 801.320.3200 Phone | 801.320.3213 Fax | www.inContact.com | 75 West Towne Ridge Parkway, Tower 1, Salt Lake City, UT, 84070 Page 3 of 3 Attachment 2