Discuss, consider, and take appropriate action on approving Contract #2025203 between Williamson County and Netsync Network Solutions, "Netsync" for the implementation of a Webex Contact Center and CUBE Gateway for the Helpdesk Project within the Information Services Department, for the total amount of $13,935.25, and authorizing the execution of this agreement pursuant to DIR Cooperative contract #DIR-CPO-5347.

The approval of this agreement will benefit Williamson County by implementing a Webex Contact Center for the IT Helpdesk.  This project will also set the foundation to expand the Webex Contact Center for other departments within Williason County.  A dedicated Cisco Unified Border Element (CUBE) is required for connectivity between the Enterprise and the Cisco Webex Contact Cloud. This initial configuration will set up the Tax Offices, the Animal Shelter, and the Justice of the Peace Offices. This contact center will allow callers to be placed in a queue and sent to an available agent.  In the event that the Contact Center is closed, or no agents are available, the call can be sent to a voicemail box or an external phone number. The funding source is 01.0100.0503.004100 for the FY25 budget. Origination #2501. The department point of contact is Rory Tierney.