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Council approves cloud call‑center contract to replace on‑prem system
Summary
Council authorized the city manager to execute an agreement to move the city’s current call/contact system to a cloud‑based platform under a contract with CDW (Cisco Webex contact center), including a one‑time transition fee and annual licensing costs.
The Odessa City Council authorized the city manager to execute an agreement to move the city’s call/contact system to a cloud platform and add features to support customer service operations.
Luke Russell, system supervisor, described the project to the council and said the current on‑premises system is “maxed out” and cannot be expanded. “As we move into the cloud, we’ll be able to handle it 5, 10 years into the future,” Russell said.
Contract terms briefly described in the meeting: the cloud licensing will cost approximately $66,700 per year (for three years) and a one‑time transition fee of $35,000 to migrate the on‑prem system. Russell said the department expects to repurpose savings from retiring legacy lines and automation, and that the IT budget will cover the cost rather than requiring a supplemental appropriation.
The proposed procurement was presented under a DRI contract with Cisco through CDW rather than a competitive bid. Russell said the vendor had previously replaced an earlier supplier and had “earned our trust.” Council members asked about budget responsibility for departmental portions of the system; Russell answered that departments typically pay new supplemental costs and the city takes over renewals when appropriate.
Council voted unanimously to approve the agreement. The motion was offered by Councilman Haney and seconded by Councilman Cannell.
