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Metrigy’s UCaaS TCO 2023 study provides real-world insight into the operating costs of unified communications as a Service solutions from leading providers.

January 12, 2024 – Research and advisory firm Metrigy has released its Unified Communications as a Service Total Cost of Ownership 2023 research study. Metrigy conducted research with 386 participating firms in the U.S. and Canada in 42 vertical industries.

“Metrigy’s study shows a wide range of costs for licensing, staffing, training, and the use of third-party performance and administrative management tools to support UCaaS,” says Irwin Lazar, Metrigy’s President and Principal Analyst. “IT buyers must carefully consider costs, as well as functionality, in evaluating competing providers.”

Metrigy’s UCaaS TCO study provides real-world insight into the operating costs of unified communications-as-a-service (UCaaS) solutions from leading providers. In addition, this study gathered high-level data on views toward generative AI assistants for collaboration and views toward integrating UCaaS into Microsoft Teams.

Specific topics include:

  • Licensing and operational costs for on-premises and UCaaS solutions
  • Staffing requirements and costs
  • Impact of third-party administrative and performance management platform adoption
  • Microsoft Teams Direct Routing and Operator Connect costs

Some key findings in this study include:

  • Companies spend an average of $791 per year per license on UCaaS, including licensing, staff, managed services, management tools, and training
  • Roughly 80% of companies use the same UCaaS provider for calling and meetings
  • This study found that Microsoft is the most represented UCaaS provider among large companies (1,000+) and Zoom is most represented among SMBs (less than 1,000).
  • Smaller companies using UCaaS often consider their UCaaS provider to be their MSP since the UCaaS provider manages the platform.
  • Companies spend an average of $4,429 per IT employee, per year, in training costs for those who train

This study is available for purchase on our website here.