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How to write an RFP for collaboration

Requirements, questions, and evaluation criteria specific to collaboration procurement

7 min read

Unified Communications and Collaboration (UC&C) solutions are the central nervous system of modern organizations, making a well-defined RFP crucial. Given the convergence of voice, video, messaging, and AI, organizations need a structured approach to ensure the selected platform aligns with their specific communication needs and workflow requirements.

What makes collaboration RFPs different

UC&C RFPs are unique due to the intricate interplay of technical, operational, and user-centric factors. The category has evolved from basic telephony to sophisticated cloud-native platforms with AI-driven capabilities, requiring buyers to carefully assess vendor capabilities in areas like global connectivity, security compliance, and integration with existing business systems.

Moreover, the shift towards hybrid work models necessitates a focus on mobile accessibility, consistent user experience across devices, and the ability to orchestrate communication flows across diverse teams and locations. Evaluating a vendor's roadmap for AI integration and platform interoperability is also vital to avoid vendor lock-in and ensure long-term viability.

  • Integration with existing CRM, LMS, and other business applications
  • Scalability and reliability to support distributed teams and global operations
  • Security and compliance with industry-specific regulations (e.g., HIPAA, PCI-DSS)
  • AI-powered features for meeting intelligence, workflow automation, and enhanced user experience

RFP vs RFI vs RFQ

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

When procuring UC&C solutions, an RFI is valuable for initial market research to understand available features and vendor landscape. An RFP is essential for detailed technical and commercial evaluation, while an RFQ is typically not suitable due to the complexity and customization requirements of UC&C deployments.

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Technical requirements checklist

Use this checklist when defining your RFP scope.

Core Communication Channels

  • Voice (VoIP, PSTN, SIP Trunking)
  • Video conferencing (HD, screen sharing, recording)
  • Instant messaging and presence
  • Team collaboration spaces
  • SMS/Text messaging

Integration Capabilities

  • CRM integration (Salesforce, HubSpot, etc.)
  • Email integration (Microsoft 365, Google Workspace)
  • Calendar integration
  • Directory services integration (Active Directory, LDAP)
  • CPaaS capabilities (APIs, SDKs)

Security and Compliance

  • Encryption (end-to-end, at rest, in transit)
  • Access controls and authentication
  • Data loss prevention (DLP)
  • Compliance certifications (SOC 2, HIPAA, PCI-DSS)
  • Data residency options

AI and Automation

  • AI-powered meeting transcription and summarization
  • Automated workflow orchestration
  • Intelligent call routing
  • Sentiment analysis
  • Virtual assistants and chatbots

Management and Reporting

  • Real-time monitoring and analytics
  • Call detail records (CDR)
  • Quality of Service (QoS) monitoring
  • User activity reports
  • Customizable dashboards

Questions to include in your RFP

Architecture & Deployment

  • Describe your platform's architecture, including redundancy and failover mechanisms.
    Ensures high availability and business continuity.
  • What deployment models do you support (cloud, on-premise, hybrid)? What are the advantages and disadvantages of each?
    Helps determine the best fit for your organization's infrastructure and security requirements.
  • Detail your disaster recovery plan and RTO/RPO objectives.
    Validates the vendor's ability to maintain service during disruptions.
  • Explain your approach to data sovereignty and residency requirements.
    Addresses compliance concerns related to data storage and processing locations.

Integration Capabilities

  • Describe your pre-built integrations with leading CRM, help desk, and collaboration platforms.
    Streamlines workflows and enhances data visibility.
  • Do you offer an open API and SDK for custom integrations? Provide examples of customer-built integrations.
    Enables extending the platform's functionality to meet unique business needs.
  • Explain your approach to identity management and single sign-on (SSO).
    Simplifies user provisioning and enhances security.
  • How do you ensure data synchronization and consistency across integrated systems?
    Prevents data silos and ensures accurate reporting.

Security & Compliance

  • Detail your security certifications and compliance with industry regulations (e.g., SOC 2, HIPAA, GDPR).
    Verifies the vendor's commitment to data protection and regulatory adherence.
  • Describe your approach to data encryption, both in transit and at rest.
    Protects sensitive information from unauthorized access.
  • Explain your vulnerability management and penetration testing processes.
    Identifies and mitigates potential security risks.
  • What data loss prevention (DLP) capabilities are included in your platform?
    Prevents sensitive data from leaving the organization's control.

AI & Automation

  • Describe your AI-powered features for meeting transcription, summarization, and action item generation.
    Enhances meeting productivity and knowledge sharing.
  • Explain how your platform uses AI to improve call routing and customer service.
    Optimizes call flows and reduces wait times.
  • What automation capabilities are available for repetitive tasks, such as scheduling and data entry?
    Frees up employees to focus on higher-value activities.
  • How do you ensure the ethical and responsible use of AI in your platform?
    Addresses concerns related to bias and privacy.

Pricing & Licensing

  • Provide a detailed breakdown of your pricing model, including per-user fees, usage-based charges, and add-on costs.
    Ensures transparency and accurate cost forecasting.
  • What licensing options are available (e.g., named user, concurrent user, enterprise-wide)?
    Allows you to choose the most cost-effective licensing model for your organization.
  • Are there any hidden costs or fees, such as telephony taxes, regulatory fees, or professional services charges?
    Prevents unexpected expenses and ensures accurate budget planning.
  • Do you offer volume discounts or long-term contract incentives?
    Helps reduce overall costs and maximize ROI.

Support & Service

  • Describe your support services, including availability, response times, and escalation procedures.
    Ensures timely assistance and issue resolution.
  • Do you offer dedicated account management and onboarding services?
    Provides personalized support and guidance during implementation.
  • What training resources are available for end users and administrators?
    Facilitates user adoption and maximizes platform utilization.
  • What is your customer satisfaction rating and Net Promoter Score (NPS)?
    Provides insights into the vendor's commitment to customer success.

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 payment card data. If applicable, request a copy of their PCI-DSS Attestation of Compliance (AOC).

SOC 2 Type II

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

GDPR

Required if processing personal data of eu residents. If applicable, request information about their GDPR compliance measures and data processing agreements.

CCPA

Required if processing personal data of california residents. If applicable, request information about their CCPA compliance measures and data privacy policies.

Evaluation criteria

Here is the suggested weighting for collaboration RFPs.

Functionality Fit How well the solution meets your organization's specific communication and collaboration requirements.
25%
Integration Capabilities The ease and depth of integration with existing business systems and applications.
20%
Security and Compliance The strength of security measures and adherence to relevant industry regulations.
15%
Total Cost of Ownership (TCO) The overall cost of the solution, including licensing, implementation, and ongoing maintenance.
15%
Vendor Stability and Roadmap The vendor's financial health, market position, and commitment to future innovation.
10%
User Experience and Adoption The ease of use and intuitiveness of the platform, as well as the vendor's support for user training and change management.
10%
AI and Automation Capabilities The extent to which the solution leverages AI to enhance productivity and streamline workflows.
5%

Some weights were adjusted based on your priorities.

  • Increase if you have a complex IT landscape with numerous integrations.
  • Increase for organizations in highly regulated industries.
  • Decrease if long-term scalability is more critical than immediate cost savings.
  • Increase for organizations seeking a long-term strategic partner.
  • Increase if user adoption is a significant concern.
  • Increase if AI-powered features are a key priority.

Red flags to watch

  • Lack of a clear product roadmap

    Indicates a lack of vision and potential for future obsolescence in a rapidly evolving market.

  • Inability to provide detailed security documentation

    Raises concerns about the vendor's commitment to data protection and compliance.

  • Vague or complex pricing models

    Suggests potential for hidden costs and unexpected expenses.

  • Poor customer references or lack of relevant case studies

    Indicates potential challenges with implementation, support, or overall satisfaction.

  • Limited integration capabilities

    May result in data silos and inefficient workflows.

Key metrics to request

Ask vendors to provide benchmarks from similar customers.

Uptime guarantee (SLA)

Ensures the reliability and availability of the communication platform.

Mean time to resolution (MTTR) for support tickets

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

Customer satisfaction (CSAT) score

Provides insights into the overall quality of the vendor's products and services.

Net Promoter Score (NPS)

Measures customer loyalty and willingness to recommend the vendor to others.

Adoption rate of key features

Indicates how well users are leveraging the platform's capabilities to improve productivity.