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How to write an RFP for contact center with collaboration

Requirements, questions, and evaluation criteria specific to contact center with collaboration procurement

6 min read

Procuring a contact center solution with integrated collaboration tools requires careful consideration due to the convergence of communication platforms and the need for seamless internal and external workflows. An RFP helps ensure alignment between technology, customer experience goals, and agent empowerment.

What makes contact center with collaboration RFPs different

Contact center with collaboration RFPs are unique because they must address both traditional contact center functionalities and unified communications capabilities. This includes evaluating the depth of integration between CCaaS and UCaaS platforms, assessing real-time presence and context sharing, and ensuring the solution facilitates intelligent swarming.

Furthermore, these RFPs must consider the impact on agent experience, focusing on reducing burnout and improving efficiency through collaborative workflows.

  • Integration depth between CCaaS and UCaaS platforms (e.g., Microsoft Teams, Zoom)
  • Real-time presence and context sharing capabilities across the enterprise
  • Support for intelligent swarming and seamless collaboration workflows
  • AI-driven agent assistance and automation features

RFP vs RFI vs RFQ

Here's when to use each document type when procuring contact center with collaboration 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 contact center with collaboration, an RFI is useful for initial vendor discovery and understanding market trends. An RFP is essential for detailed evaluation of features, integration capabilities, and compliance requirements. An RFQ is less suitable due to the complexity and customization involved in these solutions.

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Technical requirements checklist

Use this checklist when defining your RFP scope.

Collaboration Features

  • Intelligent swarming capabilities
  • Real-time presence synchronization
  • Context persistence across channels
  • Integration with UCaaS platforms (specify platforms)

Contact Center Functionality

  • Omnichannel routing (voice, email, chat, SMS)
  • Workforce management (WFM) integration
  • AI-driven agent assist
  • Reporting and analytics

Integration Requirements

  • CRM integration (specify platforms)
  • ITSM integration (specify platforms)
  • Knowledge base integration
  • SSO/Identity provider integration

Security & Compliance

  • Data residency requirements
  • PCI-DSS compliance (if applicable)
  • HIPAA compliance (if applicable)
  • GDPR compliance

Technical Requirements

  • WebRTC support
  • SIP trunking
  • API availability and documentation
  • Mobile app support

Questions to include in your RFP

Collaboration Capabilities

  • Describe your intelligent swarming capabilities. How does an agent invite a subject matter expert to a live interaction?
    Ensures seamless collaboration and reduces customer wait times.
  • How does your platform ensure context persistence when an interaction is transferred between agents or channels?
    Prevents customers from having to repeat their story.
  • Detail your integration with Microsoft Teams or other UCaaS platforms. Does it support bi-directional presence synchronization?
    Enables real-time visibility into employee availability.
  • Describe how non-licensed users can participate in collaborative workflows.
    Understanding licensing implications for occasional collaborators.

Omnichannel Routing

  • Describe your omnichannel routing engine. How does it ensure consistent service levels across all touchpoints?
    Guarantees a unified customer experience.
  • How does your platform handle channel escalation (e.g., chat to voice)?
    Ensures smooth transitions between communication methods.
  • Can agents manage multiple channels simultaneously?
    Improves agent efficiency and reduces response times.
  • How does the system prioritize interactions across different channels?
    Ensures critical issues are addressed promptly.

AI-Driven Agent Assist

  • Describe your AI-driven agent assist features. How does it provide real-time guidance and support to agents?
    Reduces cognitive load on agents and accelerates onboarding.
  • Does your platform offer real-time transcription and sentiment analysis?
    Provides valuable insights into customer interactions.
  • How does your AI suggest "next best actions" to agents?
    Streamlines workflows and improves resolution rates.
  • What level of customization is available for AI models, and what data sources are used for training?
    Ensures AI is tailored to the organization's specific needs.

Integration Capabilities

  • Describe your integration capabilities with CRM systems (Salesforce, ServiceNow, etc.).
    Ensures seamless data exchange and workflow automation.
  • What pre-built integrations are available?
    Reduces implementation time and complexity.
  • Do you offer APIs for custom integrations?
    Provides flexibility for unique business requirements.
  • How does the system log chat transcripts, recording links, and sentiment scores back into the CRM?
    Enables comprehensive data analysis and reporting.

Security & Compliance

  • Describe your security measures for protecting customer data.
    Ensures compliance with data privacy regulations.
  • Are you compliant with industry-specific regulations (PCI-DSS, HIPAA, GDPR)?
    Avoids legal and financial penalties.
  • How does your platform handle data residency requirements?
    Ensures data is stored in compliance with local laws.
  • Does the system automatically pause recording when sensitive information is being shared?
    Reduces risk of compliance violations.

Reporting & Analytics

  • Describe your reporting and analytics capabilities. What key performance indicators (KPIs) can be tracked?
    Provides insights into contact center performance.
  • Can you provide custom dashboards without requiring SQL?
    Enables business users to access self-service analytics.
  • How does your platform measure and report on the effectiveness of collaborative workflows?
    Demonstrates the value of collaboration.
  • What historical data retention policies are in place?
    Ensures long-term data availability for analysis.

Pricing & Licensing

  • Describe your pricing model. Is it per-seat, usage-based, or a combination?
    Understanding the total cost of ownership.
  • How is AI billed? Is it per-transaction or a flat license fee?
    Avoids unexpected costs due to AI usage.
  • Are there separate fees for UCaaS and CCaaS components?
    Understanding the cost implications of bundled vs. best-of-breed solutions.
  • What are the costs associated with professional services, implementation, and training?
    Budgeting accurately for the project.

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 Attestation of Compliance (AOC).

HIPAA

Required for healthcare data. If applicable, request Business Associate Agreement (BAA) template and HIPAA compliance documentation.

GDPR

Required if processing data of eu citizens. If applicable, request information on data residency, data processing agreements, and GDPR compliance measures.

FedRAMP

Required required if working with us federal government data.. If applicable, request information on FedRAMP authorization status and security controls

SOC 2 Type II

Required for security and availability assurances. If applicable, request a copy of the latest SOC 2 Type II report.

Evaluation criteria

Here is the suggested weighting for contact center with collaboration RFPs.

Functionality Fit How well the solution meets stated requirements and use cases.
25%
Integration Capabilities The ability to integrate seamlessly with existing systems.
20%
Collaboration Features The depth and breadth of collaboration tools and features.
15%
Security & Compliance Adherence to industry-specific security and compliance standards.
15%
Total Cost of Ownership Implementation, licensing, and ongoing costs.
15%
Vendor Viability & Support Vendor's financial stability, market reputation, and support services.
10%

Some weights were adjusted based on your priorities.

  • Increase if replacing a highly customized legacy system.
  • Increase if complex integration landscape exists.
  • Increase if collaboration is a primary driver.

Red flags to watch

  • Vague AI pricing

    Vendors who can't provide clear AI pricing often have unpredictable costs.

  • Limited UCaaS integration

    Superficial integration with UCaaS platforms hinders seamless collaboration.

  • Proprietary hardware requirements

    Reliance on proprietary hardware suggests legacy technology.

  • No public status page

    Lack of transparency regarding historical uptime suggests reliability issues.

  • High connector costs

    Exorbitant fees for basic connectors signal a revenue model based on nickel-and-diming.

Key metrics to request

Ask vendors to provide benchmarks from similar customers.

Implementation timeline for similar customers

Helps set realistic expectations and identify potential delays.

Average time to first value

Indicates how quickly you'll see ROI from the investment.

Uptime SLA

Ensures high availability and minimizes downtime.

Customer satisfaction (CSAT) scores

Provides insight into customer experience.

First contact resolution (FCR) rates

Measures the efficiency of resolving issues on the first interaction.