Intercity Transit Authority backs purchase of new call center software 

The Intercity Transit Authority authorized Executive Director Emily Bergkamp to sign a $140,000 contract with RingCentral to acquire a cloud-based call center software  during a meeting on Wednesday, Jan. 7.

Senior Procurement Coordinator Jeff Peterson told authority members that the current call center system with Mitel Connect is no longer receiving updates and has experienced several outages. 

He said the agency is working on a Microsoft 365 project to modernize its communication system, but noted the platform does not offer all the features needed for a complete call center operation. 

After evaluating four solutions, Peterson said staff chose RingCentral due to its “advanced supervisory tools, robust analytics, and integrated omni-channel capabilities.” 

“These features will enable us to deliver a higher level of customer service and operational oversight,” Peterson added. 

After approving the contract, authority member Brian Hess asked who would own the data, given that the system is cloud-based, and whether the information would be encrypted.  

Peterson said Intercity Transit would retain ownership of all data, which will be encrypted. 

Intercity Transit procured the contract through Sourcewell, a national public contracting cooperative. The agreement runs for three years and includes a 10% contingency fund.