Vendor Packet Fusion, Inc., powered by Bridgepointe Technologies Vendor Address 4301 Hacienda Drive, Suite 400, Pleasanton, CA COOP CONTRACT # CMAS-3-24-04-1026
COOP TERM 04/15/2024–08/21/2028
CATEGORY Information Technology Goods and Services
The quoted services are provided under the referenced CMAS agreement and pursuant to the Packet Fusion ZOOM SERVICES RESELLER CUSTOMER AGREEMENT executed by City of Palo Alto and Packet Fusion. Packet Fusion will provide remote professional implementation support for the City's migration from its existing Avaya telephony environment to Zoom Phone for Government and Zoom Contact Center.
Overview (11/01/2026 – 10/31/2027) Implementation Objectives Zoom Phone for Government
• 1,300 Zoom Phone accounts
• Remote End User Training Sessions
• 450 desk phones remotely provisioned
• 25 Analog Telephony Adapters remotely
provisioned
• 5 Algo IP Page adapters remotely provisioned
• Nomadic E911 Setup
Zoom Contact Center
• 30 Zoom Contact Center Agents
• Remote Agent and Supervisor training sessions
• Inbound voice queue management
• Agent routing and call handling workflows
• Supervisor monitoring tools
Deploy Zoom Phone Cloud Telephony
Implement Zoom Phone for Government
as the primary enterprise telephony
platform to replace the existing Avaya
on-premises system, enabling reliable
inbound and outbound calling, voicemail,
and internal communications through the
Zoom cloud platform.
Establish a Scalable Contact Center
Platform
Deploy Zoom Contact Center to support
City of Palo Alto’s Utilities, Planning &
Development, and IT Helpdesk enabling
efficient handling of inbound calls related
to billing inquiries and payments through
structured queues, agent routing, and
supervisor monitoring tools.
Acceptance Criteria Cost
The implementation support will be considered complete
when Zoom Phone for Government and Zoom Contact
Center services are successfully configured, tested, and operational for City of Palo Alto, including user
provisioning, call routing, contact center queue
functionality, web chat deployment, and associated
platform features. User Acceptance Testing (UAT) will
confirm that inbound and outbound calling, agent
workflows, and core system functionality operate as
designed, and City of Palo Alto acknowledges that the
system is ready for production use.
Payment Milestone
• 50% due upon
authorization: $24,007.50
• 50% due upon successful
completion: $24,007.50
Total $48,015.00