Require every vendor to respond in the same structure. Collect agent, supervisor, admin, location and remote-user counts. Require named, concurrent and other licensing rates, minimum seats and commitments.
Evaluate inbound voice, outbound, email, SMS, chat and social channels; routing; callbacks; dialer modes; recording; QA; WFM; analytics; agent assist; autonomous AI; integrations; identity; APIs; data export; security; data residency and incident response.
Require separate prices for licenses, telecom, messages, AI usage, WFM/QM, storage, numbers, implementation, training, support and professional services. Ask every vendor to complete a 36-month TCO worksheet.