Similarly, 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. Both of these metrics underscore the time (and cost) savings for the IT staff, along with the quick onboarding of new employees. Figure 5: Update Profile/Permissions Within 15 Minutes Self-Service Making the IT staff even more productive, platforms offer varying levels of employee self-service capabilities for administrative functions. 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. Self-service is growing in many areas of both employee and customer engagement technologies. As people become more comfortable with technology, they want easy-to-use interfaces that allow them to quickly change functions, such as password changes or simple policies guiding functions such as call forwarding. Self-service improves employee satisfaction because they can quickly handle administrative functions without waiting for IT, and it also keeps IT’s focus on more urgent or complex issues. 9 ©Metrigy, 2022 www.metrigy.com