What the checklist should cover
The strongest RFPs test operational fit, technical fit, implementation confidence, commercial exposure, and service ownership. They do not simply ask suppliers to confirm a long list of features.
- Core platform capabilities: ACD, IVR, routing, recording, reporting, analytics, and administration.
- Omnichannel, CRM, integration, data, security, compliance, AI, workforce management, and quality management requirements.
- Migration approach, client-side effort, implementation governance, acceptance criteria, support model, exit terms, and optimisation responsibility.
Why scoring needs care
A polished supplier response can still mask delivery risk. Weighted scoring should separate genuine capability from roadmap ambition, implementation assumptions, professional services dependency, and commercial opacity.
Use the resource
The HiSynergy checklist is designed as a practical starting point. It should be adapted to the procurement route, business case, integration estate, customer engagement strategy, and governance model.