Executive Summary Metrigy conducted a detailed study of 761 IT leaders from nine countries to determine the true cost of UCaaS—everything from implementation to training to operational costs—along with the value companies find with ease of use. IT leaders provided insight into their costs and utilization of several UCaaS providers. Zoom performed well in costs, as well as ease of use for both IT staffs and end users. According to the analysis: • Zoom costs 60% less to deploy than the industry average. • Compared to the industry average, organizations require nearly one fewer full-time- equivalent IT staff member to manage a Zoom UCaaS deployment, which equates to $83,000 annually. • 54% of research participants reported it took less than 15 minutes to onboard new employees onto Zoom Phone, compared to the industry average of 32.8%. • Research participants found Zoom generally easy for their end users, with Zoom having the highest percentage of employees with no training required (24%) to use the applications, or less than one hour of training (47.1%) required to use the applications. • Reliability and uptime also are high, with Zoom resolving more than 50% of all Zoom Phone-related issues within one hour, compared to the industry average of only 27.5%. 3 ©Metrigy, 2022 www.metrigy.com