# AI Contact Center — RFP Checklist
**DigiWorkHub · v1.0 · 2026**

A practical 47-question vendor evaluation rubric used on real telco and BFSI tenders in Vietnam. Copy, adapt, ship.

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## 1. Voice & Telephony Core (10)

1. Maximum concurrent call legs per node? Per cluster?
2. Codecs supported (G.711, G.729, Opus, AMR-WB)? Transcoding capacity?
3. SBC integration: which vendors are pre-certified? (Aarenet, AudioCodes, Oracle, Ribbon)
4. SIP trunk redundancy model — active/active or active/standby?
5. Mean call setup time under p95 load?
6. PSTN interconnect partners in Vietnam (VNPT, Viettel, FPT, Mobifone)?
7. Inbound DID provisioning lead time?
8. Outbound CLI rewriting / number masking support?
9. Recording: lossless, encrypted at rest, retention policy?
10. Real-time MOS / jitter / packet-loss monitoring exposed via API?

## 2. AI Model Layer (8)

11. ASR engines supported for Vietnamese (Cloudfon, Google, Azure, custom)?
12. ASR word-error-rate on Vietnamese telco-quality audio (8kHz, noisy)?
13. TTS voices — Vietnamese male/female, neural quality, custom voice clone?
14. LLM backend(s) supported — OpenAI, Anthropic, Gemini, on-prem (Llama, Qwen)?
15. Latency budget end-to-end (ASR → LLM → TTS)?
16. Prompt versioning & A/B testing built in?
17. Hallucination guardrails — retrieval-augmented grounding, blocklist, citation enforcement?
18. Fine-tuning on customer transcripts — supported, where does data sit?

## 3. Integration (8)

19. CRM connectors out-of-the-box (Salesforce, HubSpot, Zoho, Vtiger, custom)?
20. Core banking / ERP integration pattern — REST, SOAP, ISO 8583, event bus?
21. Webhook signing & retry semantics?
22. CTI screen-pop — supported clients (web, MS Teams, Genesys, Avaya)?
23. Omnichannel routing — voice, Zalo, WhatsApp, Facebook, email, web chat in one queue?
24. Bot handoff to human — context preservation, transcript handoff?
25. WFM / quality management tools shipped or third-party?
26. SDK & API documentation maturity — OpenAPI, Postman, sample apps?

## 4. Compliance & Security (8)

27. Data residency — can voice + transcripts + AI inference stay in Vietnam?
28. Compliance certifications — ISO 27001, SOC 2 Type II, PCI DSS L1?
29. PII redaction in transcripts — automatic or manual?
30. Consent recording prompt — built-in, multilingual?
31. Role-based access, SSO (SAML / OIDC), audit logging?
32. Encryption — TLS 1.3 in transit, AES-256 at rest, customer-managed keys?
33. Penetration test cadence — last report shareable under NDA?
34. Right-to-be-forgotten workflow — supported, SLA?

## 5. Operations & SLA (7)

35. Uptime SLA — 99.9%, 99.95%, 99.99%? Credit structure?
36. Disaster recovery — RTO / RPO targets?
37. Local 24/7 support — VN office, VN engineers, VN-language tickets?
38. Onboarding timeline for 100, 500, 2000 seats?
39. Training & enablement included?
40. Change-management process for AI prompt / model updates?
41. Roadmap visibility — quarterly briefing, customer council?

## 6. Commercial (6)

42. Pricing model — per seat, per minute, per AI interaction?
43. Vietnam local invoicing (VAT)?
44. Minimum contract term & ramp clause?
45. Exit assistance — data export format, transition window?
46. Reference customers in Vietnam — banking, telco, retail (3 each)?
47. Total Cost of Ownership over 3 years for the reference architecture above?

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## How we score

| Score | Meaning |
|-------|---------|
| 3 | Exceeds requirement, evidence provided |
| 2 | Meets requirement, evidence provided |
| 1 | Partial / roadmap item |
| 0 | Missing or unable to demonstrate |

Weight categories by buyer priority. Voice & AI typically 40%, Compliance 25%, Integration 20%, Commercial 15%.

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**Questions on this checklist?**
Email contact@digiworkhub.com or visit https://dazzling-digital-stories.lovable.app/contact

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