(Company Name) Insert Your Title (Month - Year) : Request For Proposal
(Company Name) Insert Your Title (Month - Year) : Request For Proposal
(Company Name) Insert Your Title (Month - Year) : Request For Proposal
1. Introduction 3
2. Response Guidelines 3
Vendor Selection 3
Vendor Costs 4
4. Vendor Response 4
Vendor Overview 4
Implementation 5
Security 7
Feature Requirements 8
Cost 12
Vendor References 13
2. Response Guidelines
All responses must be submitted electronically no later than {date to be determined}.
Please direct all questions, communications and RFP submissions to:
[Enter the Contact Information of the Person compiling the RFP for your ORG]
(please use the Subject line “RFP: Contact Center Platform: your company name”)
Qualified vendors must respond to each item listed in Section 4: Vendor Response.
[Company Name] will be pleased to answer any vendor questions.
All responses become the property of [Company Name]. Failure to submit responses according
to these guidelines may result in rejection of the entire response. [Company Name] may request
clarification of any responses in whole or in part.
Vendor Selection
[Company Name] reserves the right to base its final decision on any combination of requirements or
specifications presented in this RFP. [Company Name] reserves the right to prioritize or waive
requirements in whatever way serves its best interests in making a final selection decision.
Information disclosed in this RFP is proprietary to [Company Name] and must be treated by vendors
as confidential. This information is to be used solely for the purpose of preparing a response to this
Vendor Costs
Costs for developing the response to this RFP and participating in any subsequent product
demonstrations, POCs or presentations are entirely the responsibility of the vendor responding to this
RFP and shall not be chargeable in any manner to [Company Name].
4. Vendor Response
Vendor Overview
● What is your company’s legal name, address, phone number, and URL?
Provide the date and state of incorporation.
○ Legal Name:
○ Address:
○ Phone Number:
○ URL:
○ Date & State of Incorporation:
● Provide the name, title, address, telephone number, fax number, and email address
for the person submitting this proposal.
○ Name:
○ Title:
○ Address:
○ Phone Number:
○ Fax:
○ Email:
● Briefly describe your organization. Include the following:
○ Business background and history:
○ Ownership structure:
○ Subsidiary relationships:
○ Acquisitions and/or mergers:
○ Number of years in the Contact Center Platform business providing the service(s)
proposed in this RFP:
○ Number of employees:
○ Number of customers using your products:
○ Provide financial information that speaks to the current financial health of your
company and its prospects for future financial health, including audited financial
statements for the last two (2) years, Dun & Bradstreet rating, Moody’s and Standard
& Poor’s ratings, Gartner, etc.
● What are your top competitive advantages as a company and for the service(s) proposed in
this RFP?
● Specific to the services covered in this proposal, are any of the services delivered via a
subcontractor partner?
● [Company Name] requires [Enter your Payment Terms] Payment Terms. Do you provide
other payment terms?
Implementation
Security
1. Provide a data flow diagram that describes how data is processed and transferred through
the system.
PRIVACY
1. Provide your Privacy Policy
2. Does your company follow GDPR standards?
3. Provide some information about what is done regarding GDPR compliance.
4. Do you have a Data Processing Agreement that can be signed for GDPR?
5. Is data processed or stored outside EEA?
6. If yes, what mechanisms are used to assure lawful transfer?
7. Are you HIPAA compliant? Do you have a BAA? Please explain.
INNOVATION
1. Please describe your feature/product update cadence and process. Is there any system
downtime involved?
2. Please highlight all products, capabilities and services you’ve released in the last 12 months.
3. Please highlight your roadmap for the next six months.
4. Please describe your product vision
Feature Requirements
The following list of technical specifications constitutes the baseline functionality required from the
Contact Center Platform solution.
GENERAL
1. Describe which products in your suite are natively built on a single platform, acquired, and
partner/third party products.
ARTIFICIAL INTELLIGENCE
1. Please summarize your use of Artificial Intelligence, Machine Learning and/or Natural
Language Processing functionality.
PERSONALIZATION CAPABILITIES
1. Does your platform allow for click-to-call dialing from a mobile app or website? What data can
be shared from the app/website with the agent so they can have more information about the
customer journey before a call begins? Please explain.
OMNICHANNEL
1. To what extent does the agent desktop support management of interactions consistently
across channels, including email, social, text, chat and messaging?
2. Can interactions in digital channels be logged onto CRMs or other systems of record?
3. Is it possible to view team-wise trends of digital channels traffic and performance metrics in
the form of visualizations?
4. Is it possible to trigger proactive web chat messages based on customer attributes like
Current Page URL or Time Spent on Page, as well as HTML events such as On Click or On
Change, directly on the business’ website?
5. Is it possible to elevate a chat to a phone call?
6. Is it possible to manage queue priority based on predefined rules?
7. Can messages from customers be escalated automatically when they ares not responded to
in a timely manner?
8. Is it possible to create templates so that agents don’t waste time writing the same answers?
SELF SERVICE
1. How well does the CCaaS solution provide self service across touchpoints? What capabilities
are there to utilize AI to enhance self-service capabilities?
2. Are self-service capabilities supported across all customer touchpoints?
3. Do applications (e.g., IVR flows) require professional services to create/modify or can
administrators manage these changes independently?
4. Is additional self-service functionality available through your partner ecosystem?
5. Is data generated during self-service interactions automatically made available to agents
when customers request live support?
KNOWLEDGE MANAGEMENT
1. Please summarize your knowledge management offering.
2. Does the offering fully integrate with the CCaaS platform?
3. Does the offering seamlessly integrate with other contact center tools, such as agent
assistants and virtual agents?
WFM/WFO
1. Is your WFM/WFO natively built on the platform you are proposing?
2. Does your WFM/WFO solution integrate out-of-the-box with your telephony platform? Please
describe the implementation requirements and level of effort/time/resources required to
execute.
3. Do you offer real-time agent status and schedule adherence monitoring? Does this integrate
with Slack or any applications for notifications?
4. Please describe the capabilities to schedule and forecast on an hourly basis (by day of week)
the call volume trends and staffing requirements.
5. Do you offer a portal where agents and supervisors can request, approve, collaborate on
scheduling needs?
OUTBOUND
1. Do you offer native predictive dialing? Describe its capabilities.
2. Do you offer preview and power dialing? Describe their capabilities.
3. Do you offer proactive notifications (agentless dialing)? Describe its capabilities.
PARTNER ECOSYSTEM
1. Does your platform have a partner ecosystem of additional functionality and offerings pre-
integrated with the solution that we can add over time? Please explain the process
of adding and implementing partner capabilities, including payment/provisioning.
2. Do you offer trials of the partner solutions to see if they meet our needs and requirements?
Cost
PRICING INSTRUCTIONS
Based on the information provided in this Request For Proposal, please provide your recommended
system configuration, pricing, and any other relevant recommendations for your company.
Vendor References
Please provide three (3) existing customer references. Customer references will only be contacted
during the final stages of the vendor selection process. [Company Name] will inform vendors of its
intent to contact references before any such contacts are made.
COMPANY REFERENCE 1
COMPANY REFERENCE 3