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TO: |
Board of Trustees |
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THROUGH: |
Jay Fox, Executive Director |
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FROM: |
Alisha Garrett, Chief Enterprise Strategy Officer |
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PRESENTER(S): |
Nichol Bordeaux, Chief Planning and Engagement Officer |
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Kyle Brimley, IT Director |
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Cindy Medford, Manager of Customer Service |
TITLE:
title
Contract: Customer Relationship Management (CRM) Software for Customer Service (Verint Americas Inc.)
end
AGENDA ITEM TYPE:
Procurement Contract/Change Order
RECOMMENDATION:
Approve award and authorize Executive Director to execute the three-year contract with two additional one-year options to be exercised in UTA’s sole discretion and associated distributions with Verint Americas Inc. in the amount of $1,103,390.76.
BACKGROUND:
UTA currently uses TransTrack a web-based transit business analytics and data management system software application to support the Customer Service Department in the day-to-day interactions with customers. Customer Service procured TransTrack in 2013 and the program has had few changes in nine years. TransTrack has limited functionality and no integration options, making day-to-day interactions with customers inefficient and cumbersome. Customer Service is seeking a replacement Customer Relationship Management (CRM) software to integrate with a variety of external applications and databases as well as multiple channels of customer communication including social media. CRM should be intuitive, have adaptive workflows, configurable user security, data reporting and advanced analytics that can integrate with UTA’s data warehouse as well as grow with technology and UTA’s business needs.
DISCUSSION:
Verint CM-PRO is the proposed replacement to TransTrack based on an exhaustive RFI and RFP process. Verint CM-PRO software meets and exceeds the requested configuration and integration needs of Customer Service. Verint CM-PRO’s powerful and configurable software will help drive operational efficiencies and impactful customer interactions, meeting UTA’s needs for years to come.
CONTRACT SUMMARY:
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Contractor Name: |
Verint Americas Inc. |
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Contract Number: |
21-03533 |
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Base Contract Effective Dates: |
November 2022 - November 2025 |
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Extended Contract Dates: |
Two 1-year options* |
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Existing Contract Value: |
N/A |
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Amendment Amount: |
N/A |
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New/Total Contract Value: |
$1,103,390.76 including both option years. |
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Procurement Method: |
RFP |
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Budget Authority: |
2022 and 2023 IT Capital Budget |
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ALTERNATIVES:
Current CRM software, TransTrack is expiring at the end of 2022, an additional extension of the current contract could be requested.
FISCAL IMPACT:
$640,000 has been allotted from the Capital Budget for the project, 2022 ($370K) and 2023 ($270k) 40-2211.68912 ICI 221
ATTACHMENTS:
1) Signed Contract