071B3200034.pdf

This document comprises multiple contract change notices and addenda to Michigan's indefinite delivery vehicle (IDV) contract MA071B3200034C with NICE inContact (now operating as NICE), a contact center software and services provider. The State of Michigan Department of Technology, Management and Budget (DTMB) serves as the procuring agency, with multiple state departments and agencies participating as end-users, including the Departments of State, Treasury, Health and Human Services, and the Talent Investment Agency. The base contract was initially executed on November 14, 2012, with an original expiration of September 28, 2015, and has been extended through September 28, 2027. Change notices numbered 72 through 78 are documented herein, representing modifications executed between January 2026 and July 2026.

The contract encompasses NICE's CXone cloud-based contact center platform and associated services, including voice and digital channel capabilities, integration solutions, quality management, performance management, recording and storage, and professional implementation services. Pricing varies by specific product and service configuration, with per-user subscription fees ranging from $6.00 to $135.00 monthly depending on the service tier, implementation fees typically ranging from $500 to $42,240 per deployment, and ongoing support packages from $1,100 to $10,000 monthly. Changes detailed in these notices add approximately $526,000 in aggregate costs across multiple departments for expanded user licenses, new product modules, software upgrades, and professional services, with all modifications stated to require no additional funding beyond existing contract allocations. The contract provides extended purchasing capabilities and supports payment via P-Card or direct voucher, with invoicing on a monthly basis and net 45-day payment terms.