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How to write an RFP for VoIP and network without security

Requirements, questions, and evaluation criteria specific to VoIP and network without security procurement

6 min read

RFPs are critical for VoIP and network solutions due to the intricate interplay between voice data, network infrastructure, and organizational workflows. A well-structured RFP ensures that the selected solution aligns with specific business needs, network capabilities, and compliance requirements, mitigating the risks associated with inadequate communication infrastructure.

What makes VoIP and network without security RFPs different

Procuring VoIP and network solutions extends beyond basic software acquisition, requiring a deep understanding of network architecture, voice protocols, and real-time data transmission. Unlike other software categories, VoIP is acutely sensitive to network performance factors like latency, jitter, and packet loss, necessitating stringent performance requirements and service level agreements.

Furthermore, compliance with telecommunications regulations, such as E911 and STIR/SHAKEN, adds another layer of complexity to the procurement process.

The convergence of voice, video, and data also demands careful consideration of integration capabilities with existing CRM, collaboration, and contact center platforms, making a comprehensive RFP essential for a successful deployment.nnRFPs for VoIP and network solutions must address the shift from traditional hardware-centric systems to cloud-native architectures, including UCaaS and emerging hybrid voice AI models.

Organizations need to clearly define their deployment preferences (cloud, on-premises, or hybrid) and assess vendors' capabilities in managing complex network topologies and ensuring seamless call routing across multiple locations.

The integration of AI-driven features, such as sentiment analysis and agentic automation, further complicates the evaluation process, requiring procurement teams to differentiate between table-stakes functionalities and innovative capabilities that drive competitive advantage.nnUnlike internal-only tools, communication systems are the primary interface for customer engagement and revenue generation.

Therefore, RFPs for VoIP and Network solutions need to ensure the solution has native integrations, high availability, and is compliant with industry standards.

  • Network readiness and QoS (Quality of Service) capabilities to ensure optimal voice quality
  • Compliance with industry-specific regulations (e.g., HIPAA, PCI-DSS, STIR/SHAKEN)
  • Integration capabilities with existing CRM, helpdesk, and collaboration platforms
  • Scalability and flexibility to accommodate future growth and evolving business needs

RFP vs RFI vs RFQ

Here's when to use each document type when procuring VoIP and network without security 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 VoIP and network solutions, an RFI is valuable for initial market research to understand vendor offerings and emerging technologies. An RFP is essential for detailed technical and commercial evaluation, ensuring the solution aligns with specific business requirements and network infrastructure. An RFQ is less common due to the complexity and customization involved in VoIP and network deployments.

Technical requirements checklist

Use this checklist when defining your RFP scope.

Core Functionality

  • Auto-attendant and IVR capabilities
  • Call routing and queuing features
  • Voicemail-to-email/SMS functionality
  • Presence and mobility support (softphones, mobile apps)

Network Requirements

  • QoS (Quality of Service) support
  • Bandwidth requirements and optimization
  • Network security features (firewall, VPN)
  • SD-WAN compatibility

Integration Requirements

  • CRM integration (specify platforms)
  • Helpdesk integration (e.g., Zendesk, Freshdesk)
  • Collaboration tool integration (e.g., Slack, Microsoft Teams)
  • CPaaS integration (if applicable)

Security and Compliance

  • STIR/SHAKEN compliance
  • E911 support and accuracy
  • HIPAA compliance (if applicable)
  • PCI-DSS compliance (if applicable)

Advanced Features

  • Call recording and analytics
  • Sentiment analysis capabilities
  • Agentic AI and automation features
  • Spatial hearing AI support

Questions to include in your RFP

Architecture & Deployment

  • Describe your multi-tenant architecture and data isolation methods.
    Understanding the architecture impacts security and scalability.
  • What deployment options are available (cloud, on-premise, hybrid)?
    Deployment options should align with the company's IT strategy.
  • What is your disaster recovery and business continuity approach?
    Ensures minimal downtime in case of unforeseen events.
  • Detail your network infrastructure and global data center locations.
    Global presence affects latency and call quality.

Functionality & Features

  • Describe your auto-attendant and IVR capabilities.
    Essential for efficient call routing.
  • How does your system handle call queuing and routing?
    Impacts customer experience and agent productivity.
  • Detail your support for presence and mobility features.
    Enables flexible work arrangements.
  • What advanced features like sentiment analysis and AI-driven automation are offered?
    Differentiates leading vendors and improves efficiency.

Integration & Interoperability

  • Describe your native integrations with our existing CRM (Salesforce) and helpdesk (Zendesk) systems.
    Native integrations ensure seamless data synchronization.
  • Do you offer APIs for custom integrations?
    APIs provide flexibility for unique business requirements.
  • How do you ensure interoperability with our existing network infrastructure?
    Compatibility is crucial for a smooth transition.

Security & Compliance

  • Detail your STIR/SHAKEN compliance measures.
    Protects against spam calls and maintains call legitimacy.
  • How does your system handle E911 routing for hybrid employees?
    Ensures accurate emergency services dispatch.
  • Describe your security protocols for protecting voice data.
    Safeguards sensitive communications.
  • Are you compliant with HIPAA and PCI-DSS if we handle healthcare or payment data?
    Compliance is mandatory for certain industries.

Network Performance

  • What QoS mechanisms do you support to prioritize voice traffic?
    QoS ensures optimal call quality.
  • What is your documented Mean Time to Recovery (MTTR) for regional node failures?
    Indicates the speed of recovery from network issues.
  • How do you monitor and manage network latency, jitter, and packet loss?
    These metrics impact call quality.

Pricing & Support

  • Provide a detailed breakdown of your pricing model, including all potential fees.
    Transparency is crucial for accurate TCO calculation.
  • What are your Service Level Agreements (SLAs) for uptime and voice quality?
    SLAs guarantee performance and provide recourse for failures.
  • Describe your support services, including availability and response times.
    Reliable support is essential for resolving issues quickly.
  • What are the contract termination terms and associated fees?
    Avoids hidden costs during contract changes.

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

STIR/SHAKEN

Required for all outbound calls. If applicable, request technical documentation for STIR/SHAKEN compliance

E911

Required for all business locations and remote workers. If applicable, request details on E911 routing and location accuracy

Evaluation criteria

Here is the suggested weighting for VoIP and network without security RFPs.

Functionality Fit How well the solution meets stated requirements
25%
Total Cost of Ownership Implementation, licensing, and ongoing costs
20%
Integration Capabilities
15%
Network Performance & Reliability Uptime guarantees and voice quality metrics
15%
Security & Compliance Adherence to relevant industry standards
10%
Vendor Reputation & Support Customer references and support service quality
10%
Innovation & Future-Proofing Investment in AI and emerging technologies
5%

Some weights were adjusted based on your priorities.

  • Increase if replacing a highly customized legacy system
  • 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

  • Refusal to sign a Business Associate Agreement (BAA)

    A red flag for healthcare entities, indicating non-compliance with HIPAA

  • Lack of native CRM integrations

    Forcing custom API development increases integration costs and complexity

  • Poor uptime guarantees or unclear SLAs

    Indicates potential reliability issues and inadequate support

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 percentage over the past 12 months

Demonstrates historical reliability

Customer satisfaction (CSAT) scores

Reflects the vendor's commitment to customer service

Average call quality scores (MOS)

Provides insight into voice quality performance