40-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.
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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