What to ask before you buy

What is the real all-in cost per minute, not just the headline?

Why it matters. Headline rates are usually a fraction of the bill once speech-to-text, the AI model, the voice and the phone line are added. Ask for the total a typical setup pays.

What moves that number up or down?

Why it matters. Knowing which choices change the price (the model you pick, optional add-ons, how many calls run at once) lets you control it instead of being surprised by it.

Is there a monthly platform fee, minimum or annual commitment?

Why it matters. A low per-minute rate can sit on top of a fixed floor or a yearly contract. Find the floor before you compare per-minute numbers.

What is your p95 latency, and how was it measured?

Why it matters. The pause after the caller speaks is what makes an agent feel robotic. Ask for a measured number on a real connection, not a marketing figure, and ask what hardware and region produced it.

Can I hear it on my own script, with my awkward edge cases?

Why it matters. Demos use copy chosen to sound good. Your brand name, a number-heavy sentence and an interrupting caller tell you far more than the vendor's sample line.

Do you offer HIPAA, and at what cost?

Why it matters. Some platforms include it; others charge a large monthly add-on and switch off recordings when it is on. The price and the trade-off both matter.

What is your data-retention policy, and can I turn retention off?

Why it matters. Call recordings and transcripts are sensitive. Know what is kept, for how long, and whether you can run with nothing stored.

For outbound, how do you handle consent and opt-outs?

Why it matters. Automated and AI-voice calls fall under rules like the United States TCPA. The platform does not make you compliant; you need the right consent for the list you dial. A vendor that takes this seriously is a good sign.

Can it transfer a live call to a human, with the context attached?

Why it matters. When the agent reaches a hot lead or a hard question, it should hand the call to a person with a summary, not dump the caller into voicemail. That is a warm transfer.

Does it do bulk or batch outbound, with reporting?

Why it matters. Outbound means calling a list. You want to upload numbers, personalise each call and see who connected and what happened, not place one call at a time.

What is the concurrency limit, and the price per extra line?

Why it matters. Concurrency is how many calls run at once. At real volume the cap and its per-line price can change your bill as much as the per-minute rate, so do that sum for your own call pattern.

Which CRMs and tools does it integrate with natively?

Why it matters. Confirm your specific CRM is a live, two-way connection. Some advertised integrations turn out to be exporting a spreadsheet and uploading it, which is not the same thing.

If I leave, what is portable and what is not?

Why it matters. Your prompts, call flows and logic should be yours; keep them in your own notes or repository from day one. Phone numbers and deep platform wiring are the stickier parts. Know the exit before you sign the entrance.

Who are your named customers, and can I speak to one?

Why it matters. Logos on a homepage are easy to put up. A customer willing to take a reference call is much stronger evidence, and the outcome figures vendors quote are their own numbers until someone independent checks them.