Skip to main content

Permissions

Add user
Done

Start your AI search

AI search
Outbound call compliance Gamification for customer service Outsourcing services

How to write an RFP for wallboards

Requirements, questions, and evaluation criteria specific to wallboards procurement

6 min read

Wallboard solutions are the nerve center of modern customer experience (CX) operations. Procuring the right wallboard requires careful consideration of real-time data integration, AI-driven analytics, and the human impact on agent performance, making a well-defined RFP essential.

What makes wallboards RFPs different

Wallboard RFPs are unique because they must address the complexities of integrating diverse data streams from multiple systems, including telephony, CRM, and various digital channels. The RFP needs to ensure the solution can handle real-time data processing and display it in a way that is both informative and actionable for agents and supervisors.

Furthermore, modern wallboards increasingly incorporate AI-driven features like sentiment analysis and predictive analytics, adding another layer of complexity to the evaluation process. Buyers need to articulate their specific needs for data visualization, alerting, and gamification, while also considering the impact on agent motivation and performance.

  • Real-time data integration across all relevant channels (voice, chat, email, social media)
  • AI-driven analytics capabilities (sentiment analysis, predictive forecasting)
  • Customization options for dashboards and alerts to meet specific business needs
  • Scalability and flexibility to adapt to changing business requirements

RFP vs RFI vs RFQ

Here's when to use each document type when procuring wallboards 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.

When procuring wallboard solutions, an RFI is useful for initial market research to understand available features and vendor capabilities. An RFP is essential for a detailed evaluation of technical specifications, integration capabilities, and pricing models. An RFQ is generally not appropriate due to the complexity and customization required for wallboard implementations.

Technical requirements checklist

Use this checklist when defining your RFP scope.

Data Integration

  • API-first architecture for real-time data streaming
  • Pre-built connectors for major CRM and CCaaS platforms
  • Data blending and normalization capabilities
  • Support for custom data sources via API

Visualization and Alerting

  • Customizable dashboards and widgets
  • Threshold-based alerting with SMS/email notifications
  • Real-time performance monitoring across all channels
  • Gamification and motivational elements (leaderboards, badges)

AI and Analytics

  • Sentiment analysis for voice and text interactions
  • Predictive analytics for call volume and staffing needs
  • Automated reporting and trend analysis
  • AI-driven agent assistance features

Security and Compliance

  • Data encryption at rest and in transit
  • Role-based access control
  • Compliance with relevant industry standards (PCI-DSS, HIPAA, SOC 2)
  • Data residency options

Deployment and Support

  • Cloud-native architecture with 99.999% uptime
  • 24/7 technical support
  • Comprehensive training and documentation
  • Professional services for implementation and customization

Questions to include in your RFP

Architecture & Deployment

  • Describe your system architecture, including data storage, processing, and security measures.
    Understanding the architecture ensures scalability and security.
  • What deployment options are available (cloud, on-premise, hybrid), and what are the advantages and disadvantages of each?
    Deployment options impact cost and flexibility.
  • Explain your disaster recovery and business continuity plan.
    Ensures minimal downtime in case of an outage.
  • Describe your API architecture and available integrations.
    Integration capabilities are crucial for data flow.

Data Integration & Blending

  • Detail your solution's ability to integrate with our existing CRM (Salesforce, Zendesk, etc.) and CCaaS platforms.
    Seamless integration is key for unified data.
  • How does your platform handle data blending and normalization from disparate sources?
    Ensures data consistency and accuracy.
  • Describe the process for adding new data sources and custom integrations.
    Flexibility is needed for evolving data needs.
  • What data latency can we expect between the telephony event and the wallboard display?
    Real-time data is critical for timely decision-making.

Functionality & Features

  • Describe your real-time reporting and analytics capabilities, including customizable KPIs and dashboards.
    Customizable dashboards provide relevant insights.
  • How does your solution support omnichannel visualization (voice, chat, email, social media)?
    Unified view across all channels is essential.
  • Explain your gamification features and how they can be used to motivate agents.
    Gamification can improve agent engagement and performance.
  • Describe your threshold-based alerting system and customization options.
    Automated alerts ensure timely intervention.

AI & Predictive Analytics

  • Explain your AI-powered sentiment analysis capabilities and how they are used to identify upset customers.
    Sentiment analysis helps prioritize urgent issues.
  • Describe your predictive analytics features for forecasting call volumes and staffing needs.
    Predictive analytics optimizes resource allocation.
  • Detail your roadmap for incorporating Agentic AI and Generative AI into the platform.
    Future-proofs the investment with AI advancements.
  • How does your solution ensure transparency and ethical governance of AI-driven decisions?
    Ensures responsible and unbiased AI usage.

Security & Compliance

  • Describe your security measures for protecting customer data at rest and in transit.
    Data security is paramount.
  • What compliance certifications do you hold (PCI-DSS, HIPAA, SOC 2)?
    Compliance ensures adherence to industry standards.
  • Explain your data residency options and how you comply with data privacy regulations (GDPR, CCPA).
    Data residency ensures compliance with local laws.
  • Describe your vulnerability management and penetration testing practices.
    Proactive security measures are essential.

Pricing & Licensing

  • Provide a detailed breakdown of your pricing model, including all licensing fees, implementation costs, and ongoing support charges.
    Transparency is key for accurate budgeting.
  • Are there any usage-based fees for data storage, API calls, or AI-driven features?
    Avoids unexpected costs as usage scales.
  • Describe your support and maintenance options, including service level agreements (SLAs).
    Ensures reliable support and uptime.
  • What are the payment terms and cancellation policies?
    Clarifies financial obligations and flexibility.

Vendor Stability & Roadmap

  • Provide your company's financial statements and customer references.
    Assesses vendor stability and reputation.
  • Describe your product roadmap for the next 12-18 months, including planned features and enhancements.
    Ensures the solution will continue to evolve.
  • What is your release cadence and backward compatibility policy?
    Avoids disruptions from breaking changes.
  • How do you gather and incorporate customer feedback into your product development process?
    Customer-driven development ensures relevance.

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 for saas providers handling sensitive customer data. If applicable, request SOC 2 Type II report

GDPR

Required if processing data of eu citizens. If applicable, request GDPR compliance documentation and data processing agreement

CCPA

Required if processing data of california residents. If applicable, request CCPA compliance documentation

Evaluation criteria

Here is the suggested weighting for wallboards RFPs.

Functionality Fit How well the solution meets stated requirements
25%
Data Integration Capabilities Ease and completeness of integration with existing systems
20%
Total Cost of Ownership Implementation, licensing, and ongoing costs
20%
AI and Analytics Capabilities Effectiveness of AI-driven features for improving agent performance and customer experience
15%
Security and Compliance Adherence to industry standards and data protection measures
10%
Vendor Stability and Support Financial health and responsiveness of the vendor
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 AI-driven insights are a critical requirement

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

  • Inability to demonstrate real-time data integration

    Indicates a potential reliance on outdated polling methods, leading to inaccurate data and delayed reactions

  • Opaque AI governance policies

    Raises concerns about bias, transparency, and ethical use of AI

  • Missing or expired compliance certifications

    Indicates a failure to meet industry standards and potential security risks

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

Guarantees system availability and minimizes downtime

Customer satisfaction scores for support

Reflects the quality of vendor support and responsiveness

Data latency between source systems and the wallboard display

Ensures data is truly real-time for effective decision-making