Platform Reliability Crucial to Company Communications In addition to addressing internal trouble tickets (i.e., device issues, provisioning problems, etc.), IT must report platform performance issues to the UCaaS provider. Of course, phone downtime makes it impossible for customers to call the business, but almost as important, no video calls or screen shares can take place when meeting solutions are down. As people continue to work remotely, the ability to support visual engagement has become increasingly important—and expected. Percent of Issues Resolved by Provider in One Hour Overall Average Zoom 26.6% Meetings 35.9% 27.5% Voice 51.4% 0% 10% 20% 30% 40% 50% 60% 10 Metrigy 2022