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How to write an RFP for agent assist voice only

Requirements, questions, and evaluation criteria specific to agent assist voice only procurement

6 min read

RFPs are critical for Agent Assist Voice Only solutions because the technology directly impacts agent performance and customer experience. A well-crafted RFP ensures the chosen solution integrates seamlessly with existing systems, accurately understands voice data, and delivers tangible improvements in key contact center metrics.

What makes agent assist voice only RFPs different

Agent Assist Voice Only RFPs are unique due to the need for real-time speech analytics, natural language processing (NLP), and integration with telephony systems. The ability to accurately transcribe and understand spoken language, including different accents and dialects, is paramount. Furthermore, these RFPs must address data security and compliance requirements related to handling sensitive customer information.

The evaluation should focus on how the solution augments agent capabilities and improves key metrics like average handle time (AHT) and first contact resolution (FCR).

  • Real-time speech analytics accuracy and latency
  • Integration with existing CRM and CCaaS platforms
  • Data security and compliance certifications (e.g., PCI-DSS, HIPAA)
  • Scalability to handle peak call volumes

RFP vs RFI vs RFQ

Here's when to use each document type when procuring agent assist voice only software.

RFI

Request for Information

Use early in your search to understand what vendors offer and narrow your list. Gather general capabilities, company background, and high-level pricing ranges.

RFP

Request for Proposal

Use when you know your requirements and want detailed vendor solutions and pricing. This is your main evaluation document for shortlisted vendors.

RFQ

Request for Quote

Use when requirements are fixed and you just need final pricing. Often used after RFP when you're ready to negotiate with finalists.

For Agent Assist Voice Only, an RFI can help explore available features and vendor capabilities. An RFP is essential for a thorough evaluation of technical specifications, integration requirements, and pricing models. An RFQ is less suitable due to the complexity of integration and customization typically required.

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Technical requirements checklist

Use this checklist when defining your RFP scope.

Speech Analytics

  • Real-time transcription accuracy (specify target accuracy %)
  • Accent and dialect support
  • Sentiment analysis
  • Topic and intent detection
  • Customizable keyword and phrase spotting

Agent Guidance

  • Real-time knowledge base retrieval
  • Automated call summarization
  • Compliance alerts and guidance
  • Personalized script recommendations
  • Behavioral coaching (tone, empathy)

Integration

  • CRM integration (specify platforms)
  • CCaaS platform integration (specify platforms)
  • Knowledge base integration (specify platforms)
  • API availability for custom integrations

Security & Compliance

  • PCI-DSS compliance
  • HIPAA compliance (if applicable)
  • Data encryption at rest and in transit
  • PII redaction
  • Data residency options

Reporting & Analytics

  • Real-time dashboards
  • Customizable reports
  • Call quality monitoring
  • Agent performance tracking
  • Integration with BI tools

Questions to include in your RFP

Speech Analytics Capabilities

  • What is the accuracy rate of your real-time transcription engine, and how do you measure it?
    Accuracy is crucial for effective agent guidance and compliance monitoring.
  • Describe your approach to handling different accents, dialects, and background noise.
    Ensures the system works effectively across diverse customer interactions.
  • How does your sentiment analysis engine identify and classify customer emotions?
    Enables agents to respond appropriately to customer sentiment in real time.
  • Can your system detect specific topics and intents within a conversation?
    Allows for automated routing and personalized recommendations.
  • Explain your PII redaction capabilities and how you ensure compliance with data privacy regulations.
    Protects sensitive customer data and avoids compliance violations.

Agent Guidance Features

  • Describe how your solution provides real-time knowledge base recommendations to agents.
    Ensures agents have quick access to the information they need.
  • How does your system automate call summarization, and what level of customization is available?
    Reduces after-call work and improves data consistency.
  • Explain how your solution provides compliance alerts and guidance to agents during a call.
    Helps agents adhere to regulatory requirements and avoid costly errors.
  • Can your system provide personalized script recommendations based on the context of the conversation?
    Enables agents to deliver consistent and effective messaging.
  • Describe your behavioral coaching features and how they help improve agent performance.
    Provides real-time feedback to enhance agent skills and customer interactions.

Integration Capabilities

  • Describe your integration process with our existing CRM and CCaaS platforms (specify platforms).
    Seamless integration is crucial for data flow and workflow automation.
  • What APIs do you offer for custom integrations?
    Allows for flexibility and extensibility to meet specific business needs.
  • How do you ensure data synchronization and consistency across different systems?
    Prevents data silos and ensures accurate reporting.
  • What is your approach to managing integration updates and maintenance?
    Minimizes disruption and ensures ongoing system compatibility.

Security and Compliance

  • What security certifications do you hold (e.g., SOC 2 Type II, ISO 27001)?
    Validates your commitment to data security and compliance.
  • Describe your data encryption methods and key management practices.
    Protects sensitive data from unauthorized access.
  • What data residency options do you offer to comply with regional regulations?
    Ensures compliance with data sovereignty requirements.
  • Explain your incident response plan and how you handle security breaches.
    Provides assurance that you are prepared to address security incidents.
  • How do you ensure compliance with PCI-DSS and HIPAA regulations (if applicable)?
    Avoids costly fines and reputational damage.

Reporting and Analytics

  • Describe your real-time reporting capabilities and the key metrics you track.
    Provides visibility into agent performance and customer interactions.
  • Can your reports be customized to meet specific business requirements?
    Ensures that you can track the metrics that matter most to your organization.
  • How do you ensure the accuracy and reliability of your analytics data?
    Provides confidence in the insights you are gaining.
  • Do you offer integration with BI tools for advanced analytics?
    Allows you to combine agent assist data with other business data for a more comprehensive view.
  • What is your data retention policy, and how do you ensure data privacy?
    Complies with data retention regulations and protects customer privacy.

Pricing and Licensing

  • Provide a detailed breakdown of your pricing model, including all fees and charges.
    Ensures transparency and avoids hidden costs.
  • What licensing options are available (e.g., per agent, concurrent users)?
    Allows you to choose the licensing model that best fits your needs.
  • Are there any additional costs for implementation, training, or support?
    Helps you accurately estimate the total cost of ownership.
  • Do you offer volume discounts or multi-year contract options?
    Can reduce your overall costs.
  • What are your payment terms and cancellation policy?
    Provides clarity on your financial obligations.

Compliance and security requirements

Depending on your industry, you may need to require proof of these certifications and standards.

PCI-DSS

Required if handling payment card data. If applicable, request current PCI-DSS compliance certificate and AOC

HIPAA

Required for healthcare data. If applicable, request BAA template and HIPAA compliance documentation

SOC 2 Type II

Required generally recommended for saas providers. If applicable, request SOC 2 Type II audit report

GDPR

Required if processing data of eu citizens. If applicable, inquire about GDPR compliance measures and data protection policies

CCPA

Required if processing data of california residents. If applicable, inquire about CCPA compliance measures and data protection policies

Evaluation criteria

Here is the suggested weighting for agent assist voice only RFPs.

Speech Analytics Accuracy Accuracy of real-time transcription and sentiment analysis
25%
Integration Capabilities Seamless integration with existing CRM and CCaaS platforms
20%
Agent Guidance Features Effectiveness of knowledge base retrieval, call summarization, and compliance alerts
20%
Security and Compliance Adherence to industry standards and data protection regulations
15%
Total Cost of Ownership Implementation, licensing, and ongoing costs
10%
Vendor Experience & Stability Vendor's track record, financial stability, and customer references
10%

Some weights were adjusted based on your priorities.

  • Increase if handling complex or technical conversations
  • Increase if complex integration landscape exists

Red flags to watch

  • Vague pricing responses

    Vendors who can't provide clear pricing often have hidden costs or complex fee structures that inflate TCO

  • No customer references in your industry

    Lack of relevant references suggests limited experience with your specific requirements and use cases

  • Poor integration capabilities

    Inadequate integration can lead to data silos and workflow disruptions

  • Lack of security certifications

    Absence of certifications raises concerns about data protection and compliance

  • Unrealistic performance claims

    Claims that seem too good to be true may indicate a lack of transparency or technical limitations

Key metrics to request

Ask vendors to provide benchmarks from similar customers.

Transcription accuracy rate

Indicates the reliability of the speech analytics engine

Average handle time (AHT) reduction

Measures the efficiency gains from agent guidance features

First contact resolution (FCR) rate

Indicates the effectiveness of knowledge base retrieval

Agent satisfaction scores

Reflects the impact of the solution on agent morale and productivity

Implementation timeline for similar customers

Helps set realistic expectations and identify potential delays