Who is the quote for?
Two details are enough to start. After that, I'll only ask what's needed.
What will the operation do?
Check everything that applies. This determines the channels and licenses you need.
Receive calls
Customers call a number
Make calls
Collections, sales, follow-up
WhatsApp
Conversations over WhatsApp Business
Web chat
A chat on the client's website
Email
Handle cases that come in by email
A bot that works on its own
Answers calls without an agent
Phone surveys
Calls and asks automated questions
What volume does it handle?
If you don't know the exact numbers, keep the defaults: they're typical values and you can adjust them later.
Anything else?
Optional. You can add it later without redoing the quote.
Customer management
Customer record, cases, history (CRM)
Quality control
Record, transcribe and score service
Advanced reports
Dashboards for the operations manager
Goals and ranking
Team motivation (gamification)
Here's what it needs
Each line explains why it's there and where the quantity comes from.