UCaaS and CCaaS with Teams Integration

The City of Thousand Oaks seeks to replace its outdated premise-based Mitel Unified Communications and Contact Center platforms. The City is in search of an industry-leading, next-generation Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) platform based on Microsoft Teams. The objective is to ensure that the selected solution meets the organization's current and future communication needs while adhering to security and compliance standards and best practices.

The City requires a robust and reliable UCaaS/CCaaS solution for its employees that will enhance collaboration and standardize on a cloud-based platform delivering all necessary functionalities. The desired solution should encompass staff presence, call recording, mobile application functionality, Microsoft Teams integrations, e911 capabilities, omni-channel Call Center, and additional functionalities to be detailed.

The City of Thousand Oaks is located in eastern Ventura County spread over 56 square miles. The City population is approximately 126,500. The City is a general law city operating under the Council/Manager form of government. The City has the following departments: City Attorney’s Office, City Manager’s Office, City Clerk, Community Development, Cultural and Community Services, Finance, Human Resources, Public Works, and Strategic Communications and Public Affairs. Public Works operates a Municipal Service Center and Wastewater Treatment Plant, providing water, wastewater, landscape, street maintenance, transit, traffic signal and lighting, and stormwater services. The City also runs and operates TOTV, the City’s public access television channel. The City contracts with Ventura County for Police services. The Ventura County Fire Protection District provides Fire services and Conejo Recreation and Park District (CRPD) provides park and recreation services. When fully staffed the City has 381 full-time employees and approximately 170 part-time employees