25-Point UCaaS Evaluation Checklist
Score RingCentral, Zoom Phone, Microsoft Teams Phone, and other UCaaS vendors on call quality, integration depth, and cost transparency before you sign.
A UCaaS vendor evaluation checklist is a weighted scorecard for comparing UCaaS vendors against the same criteria instead of against their own demos. This one scores 5 categories — call quality and reliability, integration capabilities, cost transparency, mobile and remote functionality, support and implementation — on a 1-to-5 scale, weights each by importance, and produces a single comparable total per vendor across 25 questions.
Download the UCaaS scorecard (Excel/CSV)
All 25 questions across 5 weighted categories, with scoring columns for three vendors and weighted totals already calculated.
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Scoring Framework
Rate each criterion 1 to 5 based on vendor demonstration and documentation. Vendors scoring below 3 on any 30-percent-weighted criterion should be eliminated. Focus on measurable answers over marketing language.
Evaluation Criteria
Call Quality and Reliability
30% weightTests actual call quality under your network conditions, reviews uptime history, and verifies codec support for bandwidth-constrained scenarios. Poor call quality loses deals and frustrates customers in ways that don't show up on a feature matrix.
Sample Questions
- What MOS score does the vendor guarantee when bandwidth drops to around 100 kbps per concurrent call?
- Can they demonstrate call quality with 5 percent packet loss and 150ms latency during a live test?
- What was their actual monthly uptime percentage for the last 12 months with specific outage details?
- Which codecs do they support, and how does quality degrade under network stress?
- What happens to call quality when switching between WiFi and cellular on mobile devices?
Integration Capabilities
25% weightVerifies API limits, CRM integration depth, and system behavior when integrations fail. Poor integrations break sales workflows and depress team productivity meaningfully across a typical sales week.
Sample Questions
- What are the specific API rate limits for Salesforce integration, and what happens when exceeded?
- Can they show click-to-dial from CRM with screen-pop working in under a couple of seconds?
- How does the system handle integration failures: can users still make calls when the CRM is down?
- What webhooks are available for logging call outcomes and creating contacts automatically?
- Do Microsoft Teams integrations require specific Office 365 licensing levels beyond E1?
Cost Transparency
20% weightVerifies total costs including implementation, likely add-ons, and hardware requirements. Hidden costs typically add 40 to 60 percent on top of first-year software expenses for most teams.
Sample Questions
- What are itemized implementation costs including professional services and training?
- Which features require paid add-ons, and what's the total cost for likely usage scenarios?
- What hardware is required, and what are the actual costs versus quoted estimates?
- Are there overage fees for minutes, storage, or API usage, and at what thresholds?
- What cost increases should we expect at contract renewal once promotional pricing expires?
Mobile and Remote Functionality
15% weightTests mobile app performance, battery consumption, and offline capabilities. Poor mobile experience drives field-team app abandonment within the first month or two and quietly breaks call recording and CRM logging.
Sample Questions
- How much battery does the mobile app consume during 8 hours of active use?
- Does the app maintain registration when switching between WiFi and cellular networks?
- Can users access voicemail transcription when offline, and what's the accuracy rate?
- What happens when the mobile data connection drops during a call: does it failover to cellular voice?
- Can users change presence status without opening the app, and do changes sync in real time?
Support and Implementation
10% weightReviews actual support response times, number-porting success rates, and training requirements. Poor support compounds business disruption when systems fail during business hours.
Sample Questions
- What were the actual average support hold times last quarter by priority level?
- What's the number-porting success rate for our specific area codes and timeline accuracy?
- How many hours of training do non-technical users typically need to become proficient?
- What are the specific contract termination conditions and data export procedures?
- Do they offer callback support options instead of hold queues for urgent issues?
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