Day 1 Costs: Implementation and Training Two key costs are required to start realizing the benefits of the new solution: application implementation and employee training. Implementation includes the cost of third-party systems integrators, managed service providers, or the platform provider itself. It also includes the cost of the time of the internal IT staff, which is always required to some extent. Training costs comprise the internal staff time or third-party partners who train employees on how to use the applications and what value they provide. Obviously, the more complex the apps, the longer it takes to train employees, and the more training costs. As Figure 1 illustrates, Zoom costs 60% less to implement and train employees: those using Zoom are paying an average of $26.26 for implementation and $8.42 for training, per license, while the overall average for all providers is $72.53 and $13.96, respectively. Implementation and Training Costs, Per License Implementation Training $100.00 $90.00 $80.00 $70.00 $60.00 2.5x $50.00 $40.00 $30.00 $20.00 $10.00 $- Zoom Overall Average Figure 1: Implementation and Training Costs, Per License Training costs provide insight into application usability. Most UCaaS providers devote significant resources to developing intuitive applications with a logical user interface. The more intuitive applications are, the less time and cost need to be devoted to training. This also results in quicker user adoption, which in turn, drives faster time-to-value. 5 ©Metrigy, 2022 www.metrigy.com