40-Point UCaaS Evaluation Checklist
Score RingCentral, Zoom Phone, Teams, and other UCaaS vendors on what actually matters. Includes cost transparency and integration testing criteria.
Scoring Framework
Rate each criterion 1–5 based on vendor demonstration and documentation. Vendors scoring below 3 on any 30%-weighted criterion should be eliminated. Focus on measurable answers over marketing promises.
Evaluation Criteria
Call Quality & Reliability
30% weightTest actual call quality under your network conditions, review uptime history, and verify codec support for bandwidth-constrained scenarios. Poor call quality loses deals and frustrates customers.
Sample Questions
- What MOS score does the vendor guarantee when bandwidth drops to 100 kbps per concurrent call?
- Can they demonstrate call quality with 5% 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% weightVerify API limits, CRM integration depth, and system behavior when integrations fail. Poor integrations break sales workflows and reduce team productivity by 20–30%.
Sample Questions
- What are 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 2 seconds?
- How does the system handle integration failures – can users still make calls when 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% weightVerify total costs including implementation, likely add-ons, and hardware requirements. Hidden costs typically add 40–60% to first-year software expenses.
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 vs. 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 when promotional pricing expires?
Mobile & Remote Functionality
15% weightTest mobile app performance, battery consumption, and offline capabilities. Poor mobile experience leads to app abandonment by field teams within 60 days.
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 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 & Implementation
10% weightReview actual support response times, number porting success rates, and training requirements. Poor support creates business disruption when systems fail.
Sample Questions
- What were 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 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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