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How to write an RFP for voice and video communication

Requirements, questions, and evaluation criteria specific to voice and video communication procurement

7 min read

RFPs are critical for voice and video communication solutions because the market offers diverse deployment options, integration complexities, and rapidly evolving AI-powered features. A well-structured RFP ensures alignment with organizational needs and long-term scalability in this dynamic unified communications landscape.

What makes voice and video communication RFPs different

Voice and video communication RFPs differ significantly from generic software RFPs due to the real-time nature of the technology and its direct impact on business operations. Considerations extend beyond functionality to encompass network infrastructure, security protocols for sensitive communications, and the end-user experience, especially in hybrid work environments.

The integration of AI for noise cancellation, translation, and meeting summarization introduces further complexity, requiring detailed evaluation of vendor capabilities and data privacy practices. Legacy systems often create technical debt, making migration and interoperability key concerns.

  • Network readiness for high-bandwidth video and voice traffic
  • Integration with existing communication and collaboration platforms (e.g., CRM, HRIS)
  • Security and compliance with data privacy regulations (e.g., HIPAA, GDPR)
  • AI-powered features for enhanced productivity and accessibility

RFP vs RFI vs RFQ

Here's when to use each document type when procuring voice and video communication 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 voice and video communication, an RFI is useful for initial market research and understanding vendor capabilities. An RFP is necessary for detailed technical and commercial evaluation, especially when considering complex integrations or compliance requirements, while an RFQ is less suitable due to the customization and configuration involved.

Technical requirements checklist

Use this checklist when defining your RFP scope.

Core Communication Features

  • HD voice and video calling
  • Screen sharing and annotation
  • Meeting recording and transcription
  • Chat and messaging functionality
  • Presence status and availability indicators

AI-Powered Capabilities

  • Intelligent noise cancellation
  • Real-time translation
  • Automated meeting summarization
  • Sentiment analysis for customer interactions
  • Voice command and control

Security and Compliance

  • End-to-end encryption (E2EE)
  • HIPAA compliance (if applicable)
  • SOC 2 Type II certification
  • Data residency options
  • Role-based access control

Integration Requirements

  • CRM integration (specify platforms)
  • HRIS integration (specify platforms)
  • Calendar integration (specify platforms)
  • Contact Center integration (if applicable)
  • API availability for custom integrations

Deployment and Management

  • Cloud, on-premise, or hybrid deployment options
  • Centralized management console
  • User provisioning and deprovisioning
  • Reporting and analytics dashboards
  • Mobile device support (iOS and Android)

Questions to include in your RFP

Architecture & Deployment

  • Describe your multi-tenant architecture and how customer data is logically isolated.
    Ensures data security and privacy in a shared environment.
  • What deployment options are available (cloud, on-premise, hybrid) and what are the advantages/disadvantages of each?
    Helps determine the best fit for the organization's infrastructure and security requirements.
  • What is your disaster recovery and business continuity approach? What is your RTO (Recovery Time Objective) and RPO (Recovery Point Objective)?
    Ensures minimal downtime and data loss in case of a system failure.
  • Do you own your infrastructure, or do you rely on public cloud providers? What are the implications for performance and security?
    Understanding infrastructure control impacts service reliability and data protection.

Functionality and Features

  • Detail your platform's support for ultra-HD (4K) video conferencing. What bandwidth is required per participant?
    Ensures high-quality video communication for remote collaboration.
  • Describe your interactive collaboration features, such as co-annotation, digital whiteboarding, and breakout rooms.
    Facilitates active work sessions and enhances team productivity.
  • What moderator controls are available for large meetings (mute all, lock meeting, waiting rooms, spotlight speakers)?
    Enables effective management of large virtual events and town halls.
  • Explain your platform's support for spatial audio and immersive meeting experiences.
    Reduces cognitive load and enhances the sense of presence for remote participants.

AI Capabilities

  • Describe your intelligent noise cancellation technology. What types of noise can it effectively suppress?
    Improves audio quality and reduces distractions in remote work environments.
  • Explain your real-time transcription and translation capabilities. What languages are supported?
    Enhances accessibility and removes language barriers for global teams.
  • How does your platform generate meeting summaries and extract action items? What is the accuracy rate?
    Automates meeting documentation and improves follow-up efficiency.
  • Does your platform offer sentiment analysis for customer interactions? How is this data used to improve agent performance?
    Enables proactive intervention and enhances customer satisfaction.

Integration and Interoperability

  • Describe your CRM integration capabilities. What data is synchronized between the UC platform and the CRM?
    Streamlines workflows and improves customer relationship management.
  • Do you offer pre-built integrations with popular HRIS systems? How does this integration automate user provisioning and deprovisioning?
    Simplifies user management and enhances security.
  • What APIs are available for custom integrations? Provide documentation and examples.
    Enables integration with other business systems and custom workflows.
  • How does your platform interoperate with existing telephony infrastructure (PBX, SIP trunks)?
    Ensures a smooth transition from legacy systems.

Security and Compliance

  • Describe your end-to-end encryption (E2EE) implementation. Do you support Bring Your Own Key (BYOK)?
    Ensures the privacy and confidentiality of sensitive communications.
  • Are you HIPAA compliant? Provide your Business Associate Agreement (BAA) template and compliance documentation.
    Essential for organizations handling protected health information (PHI).
  • Do you have SOC 2 Type II certification? Provide your latest audit report.
    Demonstrates adherence to industry best practices for data security and availability.
  • What data residency options do you offer? Can we specify the geographic location of our data?
    Ensures compliance with data sovereignty regulations (e.g., GDPR).

Service Level Agreement (SLA)

  • What is your uptime guarantee? What are the penalties for failing to meet the SLA?
    Ensures service availability and provides recourse for downtime.
  • Does your SLA cover all components of the service, including API integrations and analytics dashboards?
    Ensures comprehensive service coverage and support.
  • Do you offer SLAs for voice quality metrics (MOS score, jitter, latency)?
    Ensures acceptable audio quality for voice communications.
  • What is your process for incident management and resolution? What is your average response time?
    Ensures timely support and resolution of service issues.

Pricing and Licensing

  • Provide a detailed breakdown of your pricing model, including all licensing fees, implementation costs, and ongoing support charges.
    Ensures transparency and avoids hidden costs.
  • Do you offer tiered pricing plans? What features are included in each tier?
    Allows organizations to choose the plan that best meets their needs and budget.
  • Are there any limitations on usage, such as participant caps or storage limits? If so, what are the fees for exceeding these limits?
    Avoids unexpected charges and ensures scalability.
  • What is your data portability policy? How can we extract our call recordings and user data if we decide to switch providers?
    Avoids vendor lock-in and ensures data ownership.

Compliance and security requirements

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

HIPAA

Required for healthcare organizations handling protected health information (phi). If applicable, request a Business Associate Agreement (BAA) and documentation outlining HIPAA compliance measures.

SOC 2 Type II

Required for organizations requiring assurance of data security and availability. If applicable, request the latest SOC 2 Type II audit report.

GDPR

Required for organizations operating in the european union or processing data of eu citizens. If applicable, inquire about data residency options and GDPR compliance measures.

PCI-DSS

Required if processing or transmitting payment card data. If applicable, request PCI-DSS compliance documentation and certification.

ITAR

Required if handling defense-related data. If applicable, confirm compliance with International Traffic in Arms Regulations (ITAR).

Evaluation criteria

Here is the suggested weighting for voice and video communication RFPs.

Functionality Fit How well the solution meets the stated requirements and user needs.
25%
Security and Compliance The strength of security measures and adherence to compliance standards.
20%
AI Capabilities The effectiveness and sophistication of AI-powered features.
15%
Integration Capabilities The ease and depth of integration with existing systems.
15%
Total Cost of Ownership Implementation, licensing, and ongoing costs.
15%
Vendor Reputation and Support Vendor's track record, customer references, and quality of support.
10%

Some weights were adjusted based on your priorities.

  • Increase if replacing a highly customized legacy system.
  • Increase if AI-driven automation and insights are critical.
  • Increase if complex integration landscape exists.
  • Increase for highly regulated industries (e.g., healthcare, finance).
  • Increase if budget constraints are a primary concern.
  • Increase for long-term partnerships and critical business operations.

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 provide a BAA (if required)

    Indicates non-compliance with HIPAA regulations and potential legal risks.

  • Reliance on public cloud without data residency options

    Raises concerns about data sovereignty and compliance with GDPR or other data privacy laws.

  • Limited API availability for custom integrations

    Restricts flexibility and limits the ability to integrate with other business systems.

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

Provides insight into service reliability and availability.

Customer satisfaction scores

Reflects the overall quality of the vendor's service and support.

Number of active users and meeting minutes per month

Indicates the platform's adoption and usage levels.