Audit 1: contact history retention and export
Confirm what historical data (recordings, transcripts, CDRs, disposition history) the current platform will export, in what format, and for how long export access remains available after a contract ends. Separately confirm what retention requirement applies to that data — regulatory, contractual, or internal — and whether the destination platform can ingest it or only begin a fresh historical record from cutover day.
Audit 2: integration inventory
List every system integrated with the current telephony platform — CRM, ticketing, workforce management, reporting/BI, identity provider — and for each one, identify whether the integration is a standard connector, a custom build, or logic embedded inside the current platform’s workflow engine. Custom and embedded integrations are the ones migration timelines most often underestimate.
Audit 3: compliance re-certification needs
Identify which compliance requirements (industry-specific, contractual, or regulatory) the current platform’s controls were relied upon to satisfy, and confirm explicitly whether the destination platform documents equivalent controls — do not assume equivalence between two vendors’ marketing claims of "enterprise-grade security." Where a formal certification (SOC 2, PCI-DSS, HIPAA-relevant controls) matters to the requirement, confirm the destination platform’s actual, current certification status directly with that vendor rather than inferring it from general marketing language.
Audit 4: agent workflow parity
Map the specific day-to-day agent actions that matter most in the current platform — transfer, conference, hold, disposition, supervisor escalation, softphone controls — and confirm the destination platform supports each at comparable speed and clarity, not just in feature-list form. A feature that exists but takes twice as many clicks changes average handle time in production, even though it "checks the box" in an RFP.
Audit 5: dialer-mode and campaign-data migration
For any operation running outbound campaigns, confirm which dialer-pacing modes the destination platform actually supports (manual, preview, progressive, power, predictive, robo, or a subset), whether campaign configuration and consent/DNC-suppression history migrate, and whether compliance gating (DNC, consent matching, allowed-hours) is enforced at the dial-path level in the new platform or has to be rebuilt as a separate process.
Can the vendor tell you — in one sentence — which of their AI capabilities are rule-based, which are generative, and which are still roadmap?