This project is the implementation of a call center software for Independence Utilities Customer Service. This software will provide many features including call back instead of waiting in the queue, skills based call routing, live chat and chat bot, enhanced supervisor tools and enhanced call statistics for customer service representatives. Annual software maintenance will be $93,211.
The contract that this will be purchased off of is TIPS contract – TIPS 200904. Per section 8.06.004, Paragraph 4 of the City Code states competitive bidding is not required when purchases are made through a cooperative contract established by a government purchasing entity or cooperative. The cooperative bids used will have been established pursuant to RSMo. 70.220 or generally accepted governmental purchasing practices through the competitive bidding process.
Approval of this item shall authorize change orders up to a total of ten (10) percent of the authorized amount for each order, provided appropriations are available.