Conclusion UCaaS always has been a vital service to serving employees and customers, but as employees continue to work remotely, the meetings capabilities have become even more vital. Organizations must carefully evaluate providers in a bevy of areas, including technology capabilities, innovation, customer service, and value. Value not only encompasses costs but also factors such as ease of use, reliability, and self- service. As this report, backed by a large global study, indicates, Zoom’s meetings and voice services are performing significantly better than industry average across a variety of areas. To summarize the data gathered in the study: • Zoom costs 60% less to implement and train employees, with Zoom customers 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. • Those using Zoom said 24% of their employees require no training, compared to 17.3% of all employees from the overall industry average. • Nearly half (47.1%) of Zoom’s customers spent only 31 to 60 minutes per employee for training, compared to 25.6% for all providers measured in the study. Employees at only 29.4% of companies using Zoom required two or more hours of training, compared with nearly half of companies overall. • Those using Zoom spend an average of $239.28 per employee per year, while the overall average among all vendors is $534.48 per employee per year. Those using Zoom spend 55% less to manage and operate their UCaaS platform than the industry average. This equates to $295 per employee, per year, or $24.60 per employee per month—savings that nearly covers the cost of a Zoom United Enterprise license ($30 list). • Zoom customers require an average of one less IT staff member per 1,000 employees to manage the solution compared to the industry average. • On average, 32% of organizations onboard or change their employees within 15 minutes for meetings apps, and 32.8% do the same for voice. Figures for those using Zoom, are 40.6% and 53.6%, respectively. • More research participants using Zoom were able to update profiles and permissions within 15 minutes when compared to industry averages: 56.3% of those using Zoom updated profiles and permissions within 15 minutes for meetings, and 39.3% did the same for voice. Overall industry average figures are 38.7% and 36%, respectively. • Among all research participants, 69% handle more than 25% of their administration functions through self-service; 80% of research participants using Zoom rely on self- service to handle more than 25% of their administration functions. • Among all research participants, 26% of voice trouble tickets are resolved within an hour, compared to 43% of the tickets with those using Zoom. • The average number of voice trouble tickets per month is 56. Those using Zoom report only 34 on average per month. And, 27% of issues are resolved within one hour for 12 ©Metrigy, 2022 www.metrigy.com