In addition to the internal trouble tickets that IT staffs address internally (i.e., device issues, provisioning problems, etc.), there are platform performance issues that IT must report to the UCaaS provider. These are problems that may be happening within the providers’ routers, applications, operation support systems, etc. We asked organizations how quickly their providers resolve these issues. Overall, 26.6% of issues are resolved within one hour for meetings, and 27.5% for voice. Those same figures for Zoom are 35.9% and 51.4%, respectively. 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 meetings 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 Within 1 Hour Overall Average Zoom 26.6% Meetings 35.9% 27.5% Voice 51.4% 0% 10% 20% 30% 40% 50% 60% Figure 8: Percent of Issues Resolved by Provider Within 1 Hour 11 ©Metrigy, 2022 www.metrigy.com