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How to write an RFP for cloud and VoIP telephony

Requirements, questions, and evaluation criteria specific to cloud and VoIP telephony procurement

6 min read

Procuring Cloud and VoIP telephony solutions requires careful consideration due to the convergence of voice, data, and video technologies. RFPs are essential for ensuring that the selected platform aligns with an organization's unique communication needs, security requirements, and integration demands.

What makes cloud and VoIP telephony RFPs different

Cloud and VoIP telephony RFPs differ significantly from generic software RFPs due to the critical nature of real-time communication and its impact on business operations. These RFPs must address specific network requirements, such as bandwidth, latency, and Quality of Service (QoS), to ensure optimal voice quality and reliability. Furthermore, regulatory compliance, particularly regarding data privacy and emergency services (E911), adds another layer of complexity.

Organizations must also carefully evaluate integration capabilities with existing CRM, ITSM, and productivity suites to avoid workflow disruptions and maximize the value of their communication infrastructure.

  • Network readiness and bandwidth requirements
  • Integration with existing CRM and business applications
  • Security and compliance with industry regulations (e.g., HIPAA, PCI-DSS)
  • Scalability and flexibility to accommodate future growth

RFP vs RFI vs RFQ

Here's when to use each document type when procuring cloud and VoIP telephony 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 Cloud and VoIP telephony, an RFI is useful for initial market research to understand available features and deployment options. An RFP is essential for detailed evaluation of vendor capabilities, security protocols, and integration potential, while an RFQ is less suitable due to the complexity and customization involved.

Technical requirements checklist

Use this checklist when defining your RFP scope.

Core Telephony Features

  • Inbound and outbound calling
  • Call routing and queuing
  • Voicemail and auto-attendant
  • Call recording and reporting
  • Number porting and management

Unified Communications

  • Video conferencing
  • Instant messaging and presence
  • Screen sharing
  • Collaboration tools
  • Mobile app support

Integration Requirements

  • CRM integration (Salesforce, Microsoft Dynamics, etc.)
  • ITSM integration (ServiceNow, Jira, etc.)
  • Productivity suite integration (Microsoft 365, Google Workspace)
  • API availability for custom integrations

Security and Compliance

  • End-to-end encryption (TLS/SRTP)
  • Data residency and privacy compliance (GDPR, CCPA)
  • E911 support and compliance
  • Role-based access control
  • Security certifications (SOC 2, ISO 27001)

Network and Infrastructure

  • Bandwidth requirements and QoS
  • Network assessment and optimization
  • Redundancy and failover capabilities
  • Support for various codecs
  • Compatibility with existing network hardware

Questions to include in your RFP

Architecture & Deployment

  • Describe your multi-tenant cloud architecture and data isolation methods.
    Ensures data security and compliance in a shared environment.
  • What deployment models do you support (public, private, hybrid)?
    Determines flexibility and control over the infrastructure.
  • What is your disaster recovery plan, including RTO and RPO?
    Guarantees business continuity in case of outages.
  • What is your strategy for local survivability during internet outages?
    Ensures continued operation even with connectivity issues.

Functionality & Features

  • Detail your support for advanced call routing features (e.g., skills-based routing, IVR).
    Optimizes call handling and improves customer experience.
  • Describe your video conferencing capabilities, including screen sharing and recording.
    Enables richer collaboration and communication.
  • Explain your approach to omnichannel communication (voice, video, SMS, chat).
    Provides a unified communication experience across channels.
  • How does your solution support mobile users and BYOD policies?
    Enables flexible and remote work arrangements.

Integration Capabilities

  • What native integrations do you offer with leading CRM platforms?
    Streamlines workflows and improves data visibility.
  • Describe your API capabilities for custom integrations.
    Enables seamless connectivity with internal systems.
  • How do you ensure data synchronization and consistency across integrated systems?
    Maintains data integrity and accuracy.
  • Provide examples of successful integrations with similar organizations.
    Validates integration capabilities and compatibility.

Security & Compliance

  • Describe your security measures for protecting voice and data transmissions.
    Protects sensitive information from unauthorized access.
  • Are you compliant with relevant industry regulations (e.g., HIPAA, PCI-DSS)?
    Ensures adherence to legal and regulatory requirements.
  • What is your data retention policy and how do you ensure compliance with GDPR?
    Manages data lifecycle and protects user privacy.
  • Detail your approach to E911 compliance and support for remote workers.
    Provides reliable emergency services regardless of location.

Support & Service

  • Describe your support model, including availability and response times.
    Ensures timely assistance and minimizes downtime.
  • What training and documentation resources do you provide?
    Facilitates user adoption and maximizes system utilization.
  • What is your process for handling service disruptions and escalations?
    Minimizes impact on business operations.
  • Provide customer references from organizations similar to ours.
    Validates vendor reputation and service quality.

Pricing & Licensing

  • Provide a detailed breakdown of your pricing model, including all fees and charges.
    Identifies potential hidden costs and ensures budget predictability.
  • What licensing options are available (e.g., per-user, concurrent)?
    Allows for flexible and cost-effective licensing.
  • Are there any additional costs for implementation, training, or support?
    Avoids unexpected expenses and ensures accurate TCO calculation.
  • What are your payment terms and contract renewal policies?
    Understands financial obligations and long-term commitment.

Compliance and security requirements

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

HIPAA

Required if handling protected health information (phi). If applicable, request a Business Associate Agreement (BAA) and documentation of HIPAA compliance measures.

PCI-DSS

Required if processing or storing credit card information. If applicable, request a copy of their PCI-DSS Attestation of Compliance (AOC).

SOC 2 Type II

Required for organizations requiring assurance of security, availability, processing integrity, confidentiality, and privacy controls. If applicable, request a copy of their latest SOC 2 Type II report.

GDPR

Required if processing personal data of eu citizens. If applicable, request information on their GDPR compliance measures, including data residency and data subject rights.

E911

Required for all organizations providing telephony services. If applicable, request documentation of their E911 compliance measures, including dynamic location routing.

Evaluation criteria

Here is the suggested weighting for cloud and VoIP telephony RFPs.

Functionality Fit How well the solution meets the organization's specific communication requirements.
25%
Integration Capabilities Seamless integration with existing CRM, ITSM, and productivity suites.
20%
Security & Compliance Adherence to relevant industry regulations and security best practices.
15%
Total Cost of Ownership Implementation, licensing, and ongoing maintenance costs.
15%
Vendor Stability & Reputation Financial stability, market presence, and customer references.
10%
Scalability & Flexibility Ability to scale to accommodate future growth and adapt to changing business needs.
10%
Ease of Use & Adoption User-friendly interface and comprehensive training resources.
5%

Some weights were adjusted based on your priorities.

  • Increase if complex integrations are required.
  • Increase if dealing with highly sensitive data.

Red flags to watch

  • Lack of E911 compliance information

    Indicates a potential safety risk and legal liability.

  • Inability to provide customer references

    Suggests a lack of experience or poor customer satisfaction.

  • Vague or incomplete security documentation

    Raises concerns about data protection and regulatory compliance.

  • Hidden fees or unexpected charges

    Indicates a lack of transparency and potential for budget overruns.

  • Limited integration capabilities

    Creates data silos and hinders workflow automation.

Key metrics to request

Ask vendors to provide benchmarks from similar customers.

Average Mean Time to Resolution (MTTR) for critical issues

Indicates the speed and effectiveness of the vendor's support team.

Customer Satisfaction (CSAT) scores

Provides insight into the overall customer experience.

Implementation time for similar deployments

Sets realistic expectations and identifies potential delays.

Uptime guarantee and service level agreement (SLA)

Ensures reliability and availability of the service.

Adoption rate among end-users

Measures the success of the implementation and training efforts.