Preview
Use these prompts to make supplier responses more comparable and to expose the assumptions that usually sit behind the sales deck.
- Current-state and operating model assumptions
- Customer journey and channel storyboards
- Integration, data, reporting, and AI readiness
- Implementation effort and client-side resource
- Commercial model, exit terms, and optimisation responsibilities
- Governance, acceptance criteria, and post-go-live service ownership
The download expands the checklist into practical questions covering current state, supplier capability, AI, integrations, implementation, commercial model, governance, and evaluation.
How to use the CCaaS RFP checklist
Set the decision context first
Agree the customer and operational outcomes, current-state constraints, target operating model, procurement route and decision timetable before turning the checklist into supplier questions. Use an RFI first when the market or solution shape is still too unclear for comparable proposals.
Ask suppliers for comparable evidence
Adapt each question to the organisation's journeys, integrations, data, service model and delivery conditions. State the response format and require suppliers to distinguish current capability from configuration, custom work, partner dependencies and roadmap commitments.
Agree evaluation criteria before responses arrive
Define the evidence needed for each score, the weighting of material requirements and the treatment of commercial, implementation and service risk. Connect the written response to clarification, scripted demonstrations, reference checks and any proof activity needed before selection.
Keep the checklist tied to the decision
A template is a starting point, not a substitute for discovery. Remove questions that do not affect the decision, add the requirements that reflect the real operating environment and keep a clear record of assumptions that still need to be tested.
CCaaS RFP questions
What should a contact centre RFP include?
A contact centre RFP should define the outcomes, current-state constraints, customer journeys, user and operational requirements, integrations, data, security, AI, implementation responsibilities, service model, commercial assumptions, total cost, governance, acceptance criteria and exit. It should also state how responses will be evidenced and scored so suppliers answer on a comparable basis.
How do I run a CCaaS RFP?
Start by agreeing the outcomes, current-state constraints, requirements, evaluation criteria and decision process. Give every supplier the same response format, then test written answers through clarification, scripted demonstrations, references and proportionate proof before recording the selection decision.
What questions should I ask CCaaS suppliers?
Ask suppliers to separate current capability from configuration, custom work, partner dependencies and roadmap commitments. Cover customer journeys, integrations, data, security, AI, implementation ownership, support, service levels, total cost and exit, with evidence for each material answer.
How should CCaaS suppliers be scored?
Set the scoring model before responses arrive. Separate mandatory gates from weighted differentiators, define the evidence required for each score and use the same scenarios for every supplier. Moderate scores against recorded evidence, dependencies, delivery risk and total cost before making a recommendation.