Evaluation resource

Enterprise communications evaluation checklist.

Prepare the information needed to evaluate customer engagement, business voice, connectivity, security, and deployment.

Organization and scope

Business locations and operating hours
User, department, and role inventory
Remote and mobile working requirements
Project owners and approval responsibilities

Numbers and voice

Telephone-number inventory and current carriers
Inbound call paths, queues, and transfer destinations
Concurrent call and continuity requirements
Portability, activation, and cutover constraints

Customer journeys

Highest-volume customer intents
Approved answers, actions, and recommendation rules
Digital channels and follow-up requirements
Human escalation conditions and ownership

Network and infrastructure

Internet providers, capacity, and failover
Network equipment, segmentation, and voice readiness
Existing PBX, SIP, and endpoint inventory
Monitoring and recovery expectations

Security and governance

User roles and administrative access
Data sources and authorized workflows
Recording, transcript, and retention requirements
Vendor review and contractual requirements

Success and deployment

Operational outcomes and reporting priorities
Representative test journeys and call paths
Training, release stages, and support ownership
Post-launch review and change-management process