Lync skype in communications and media
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56% of office workers said they are expected to be able to get work done no matter where they are. http://www.trendmicro.com/cloud-content/us/pdfs/rpt_consumerization-survey-report.pdf 1.6 billion smart mobile devices will be purchased globally by 2016: http://www.networkworld.com/news/2012/102612-mobile-device-management-gartner-263724.html
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Lync skype in communications and media
- 1. Lync, Skype in Communications & Media
- 2. www.smartlync.be 1 billion By 2016, smartphones and tablets will reach 1 billion consumers 56% of office workers said they are expected to be able to get work done no matter where they are The world has changed More Connected, More Places, More Content, More Devices, More Personalized
- 3. www.smartlync.be Vision for Communications and Media Empower your people with integrated, connected solutions that help you enhance operational efficiency and create personalized customer experiences. Meet customer demands for innovation and service Organize teams and processes across organizations to collaborate on product design/delivery Improve agility and shorten decision loops Deliver continuous process improvement
- 4. Lync and Skype Scenarios Field service mobility Remote call center agents Customer-initiated customer service Assisted selling for Telco retail stores Connected marketing teams New product design Responding to an RFP Remote screen test and casting Live interviews from almost anywhere Remote contributors (citizen journalists) Virtual meetings (script reviews, storyboard, editorial, production) Remote ad pitch preparation Rapid collaborative content approval Telecom Media & Cable
- 5. Benefits Field service mobility Improve productivity with enriched collaboration tools (video, desktop sharing, presence) Better customer service with immediate access to the right information and experts Improve employee satisfaction with the ability to work across multiple phones (i.e., Windows, iOS, Android) Tim, a field service technician, was not given the correct customer address. He can click-to-call to the office from his smartphone to get directions. When at the site, he connects with a colleague by video on his phone to show improper wiring installation and discuss possible solutions. Field Service Dispatcher Expert Because he is federated with the customer, he can click-to-call to inform the customer that he will be late
- 6. Benefits Remote call center agents Cheryl relays the information to the customer and agrees to make an adjustment. Faster customer issue resolution Improve customer satisfaction by enabling customers to use their choice (video, chat, or call) for contact method Reduce average call handling time Reduce costs with better support for teleworking She initiates a desktop sharing session with an available 2nd tier billing specialist, who reviews the bill and confirms that an error was made. Cheryl, a call center agent who works from home, receives a call from a customer with a billing question. Customer Call Center Agent Specialist
- 7. Benefits Customer-initiated customer service Simplify customer acquisition Improve customer satisfaction and customer retention Victor, a small business owner, is researching faster business Internet services on his tablet. While browsing a provider’s website, he selects a “Click to Chat” button. Victor is immediately routed to an advisor, who appears in a pop-out video window, based on his research topic and location. Victor gets the information he needs and completes the application forms online Customers Advisor
- 8. Benefits Assisted selling for Telco retail stores Associates Associates Head Office Sara is a retail sales associate whose store recently began selling a new tablet. The customer also has a technical question about the new device. Sara and the manager use Lync presence to find an available technical resource at the head office who resolves the customer’s question. A customer asks Sara a pricing question she cannot answer. Because her in-store managers are busy, Sara uses Lync presence to connect with an available manager at another store. Improve shopping experience by quickly answering consumer questions, and having the right information at the right time Bridge informational gap between associates and consumers Build and retain consumer loyalty with differentiated shopping experiences
- 9. Benefits Reduce time communicating marketing ideas, improve sharing of information Reduce travel costs Connected marketing teams Agency Marketing 3rd Party Experts They use the Lync Room System to connect across geographies and with 3rd parties. The team approves the marketing plan. Marketing teams meet via video conference to discuss campaign ideas.
- 10. Benefits Reduce time to market with faster reviews and updates Reduce travel costs Improve product quality and designs by including more viewpoints and data Manage product lifecycle efficiently New product design After the design is select, they invite the supplier to join the conference to discuss changes. The supplier makes sure that product meets all specifications. Design Engineering Other teams* *Production, Marketing, etc. Kevin, a wireless design engineer, connects via video with Brian, the head of product design. Kevin shares his desktop to review recent design changes.
- 11. Benefits Responding to an RFP Improve team collaboration across global locations, reducing sales response time Improve proposal quality to support revenue growth IT Services Sales Account Manager Engineering Janet is organizing the response to an RFP for a client request for a MPLS VPN. She arranges a web conference with sales, engineering, and IT services to review the RFP. Later, as Janet is organizing the responses, she uses the presence status viewed directly in the document to clarify information with the team members.
- 12. Benefits Reduce time spent on screen tests Make better casting decisions with access to more talent options Reduce cost of travel to studios Remote screen test and casting Stan is a casting director looking for talent for an upcoming TV series. He reviews recorded videos from several candidates to narrow down his options. For the lead roles, the actors come into the studio to do a screen test, which is recorded via Lync from a laptop or tablet. The producer who is not at the screen test can watch it at a later time. For the supporting roles, the actors conduct their screen test remotely via video conferencing from their homes. Casting Directory Actors
- 13. Benefits Live interviews from almost anywhere Improve programming quality Increase home audience engagement Reduce cost to bring guests into the studio Participant Content Director Participant TV broadcasts can easily bring in live guests remotely Journalists can report from almost anywhere Audience members can be included from home Experts, celebrities, politicians and other guests can be interviewed without requiring them to be in a studio
- 14. Benefits Faster reporting; on-location reporting More robust reporting from multiple sources, including citizen journalists Better access to experts during broadcasts without requiring them to come to a studio Remote contributors (citizen journalists) Josh is a citizen journalist who records video and a story using just his tablet about an earthquake in his home city. He finds an available producer at a TV station via Skype connectivity which has been established since he is a frequent contributor He submits the story to a news TV channel. The story is edited for the evening news broadcast and confirmed via Lync interview with citizen. During the evening news broadcast, the anchor interviews a staff reporter at the earthquake site over video conferencing for an update. Citizen Journalist News Producer News Anchor Reporter
- 15. Benefits Faster decisions on revisions Reduce risk of going over-budget on costs related to time delays Reduce risk of information being lost with more secure conferencing Save time and improve productivity by enabling staffers to attend meetings from anywhere Virtual meetings (script reviews, storyboard, editorial, production) Allison is a movie producer who needs to review script changes. She sets up a meeting that will use video conferencing with built-in security capabilities. Writers can attend from their homes or the studio. The director can attend while on- location. During the meeting, they have a question on how a script change will affect set design. They find a set designer who is showing available via presence, and she is brought into the meeting to confirm set design changes. Reviewer Project Leader* 3rd Party Experts *Producer, Ad Director, Editor, Director
- 16. Benefits Improve ad pitch quality by improving meeting preparation Reduce travel costs Remote ad pitch preparation Ad Director Agency 3rd Party Experts They use the Lync Room System to connect with 3rd party sources such as artwork and copy to prepare and rehearse the pitch. Ad agency representatives meet over video conferencing to prepare for a presentation of an ad pitch to a client.
- 17. Benefits Faster approvals, time to publish Provides a document record of approval to meet compliance requirements for publication (without have a complex workflow) Rapid collaborative content approval Steve is a journalist who just finished an article. In order to be published tomorrow, the article must be approved in the next 30 minutes. He searches on Lync for an available editor who can review the story. He sends an IM and attaches the story in the Lync chat. The editor asks a clarifying question which Steve can answer from his phone via IM on Lync Mobile. Then the editor sends a message approving the article. Journalist Editor
- 18. www.smartlync.be Solution Sprint recently upgraded to Lync Server 2013 to provide enhanced communication, collaboration, and voice capabilities to its 40,000 employees Benefits – Cost Savings $2.5M avoid PBX upgrades $6.7M recurring circuit costs $4.0M conferencing $0.7M environmental sustainability ”Lync has enabled us to save nearly $13 million annually.” — Joe Hamblin, Manager of UC, Sprint Customer Success
- 19. www.smartlync.be Solution As Switzerland’s largest telecommunications provider, Swisscom depends on Lync to help employees work effectively. About 15,000 employees have the full voice capabilities in Lync Server. Benefits – Cost Savings $10M savings in operational costs $2.5M savings in PBX upgrades Improved productivity “For the next five years we have calculated a savings of U.S.$17 Million…5,000 employees are using Enterprise Voice and we have retired all our PBXs-94 PBXs.” — Andreas Arrigoni, Sr. Director UC Architecture, Swisscom Customer Success
- 20. www.smartlync.be Solution TP Group is one of the largest communications companies in Central Europe. It deployed Lync for enterprise voice and conferencing capabilities. Employees can easily escalate a chat session to conferencing or a desktop sharing session. Benefits Improve project completion time by 20% Reduce PBX costs Simplified IT management “We expect to improve our project completion times by 20 percent or more with the unified client.” — Maciej Niemczycki, Technical Architect, TP Group Customer Success
- 21. www.smartlync.be Solution TV Record was the first broadcast TV service in Brazil. Record used Lync extensively during the 2012 Summer Olympics to hold meetings between teams in London and São Paulo, which helped them share ideas and plan broadcasts. Benefits Reduce travel, telephony costs Increased productivity by simplifying communications by employees across locations “When our team was in London for the Olympics, they frequently needed to call the office. Using a mobile phone to call Brazil from London could cost [US]$10 per minute. We can save all of that money by using Lync.” — Anderson Gonçalves de Moura, IT Manager, TV Record Customer Success
- 22. www.smartlync.be Solution Showcase Magazine publishes regional magazines. The company adopted Microsoft Office 365. It uses Lync Online for video conferences, which is especially helpful when meetings include the graphic designers, who might live hundreds of miles away. Benefits Expand business opportunities without travel Reduce IT management by 80% “Most of our work has a pretty low profit margin, and if I have to travel beyond the region to meet with clients, I can’t really afford to take the work—the costs are prohibitive. But by using Lync Online with the Attendee client, we can successfully interact with customers through video conferencing.” — Andrew Scott Brooks, Owner and Publisher, Showcase Magazine Customer Success
- 23. www.smartlync.be Solution When Hurricane Sandy struck New York City, the 400 employees who work at the global headquarters for News Corporation were unable to get to their offices. Thankfully, it had deployed a Microsoft unified communications solution, so employees could work effectively from any location with an Internet connection. Benefits – Cost Savings Promotes a flexible workforce Improves productivity “We are federated with most every News Corporation business unit and that has been a big plus to cut down on email. We would like people to use more of the Lync capabilities, especially for online meetings and videoconferencing.” — Senior Director, Operations and Technology, News America Inc Customer Success
- 24. www.smartlync.be Eric Whitacre's Virtual Choir, Live at TED 2013 Recording Solution Eric Whitacre staged a choir that included 100 live signers and 32 singers from 32 different countries who connected via Skype from their homes Customer Success Eric Whitacre’s Virtual Choir
- 25. www.smartlync.be Skype Talks With LIVE with Kelly and Michael's Michael Strahan Live with Kelly and Michael is a popular U.S. morning show (averages 5 million viewers per episode). The show uses Skype for Travel Trivia and Inbox segments of the show to interact with viewers around the country. Improves personal connections during conversations Builds connections with viewers “[Skype] allows us that extra feeling to the conversation. Like me talking to you now. You have that Star Wars mask in the background - now I know what you’re like, man…I like talking to somebody when they are in their environment.” — Michael Strahan, TV personality, LIVE with Kelly and Michael Customer Success http://blogs.skype.com/2013/01/21/skype-talks-with-live-with-kel/
- 26. www.smartlync.be Estimated Economic Value of Lync, Skype all values estimated on per user, per year basis Drive Personalized Consumer Experiences Enable Remote Workforce – $4,000 per remote worker Deliver Continuous Improvement Cut telephony costs: $94-$156 Reduce conferencing costs: $325-$541 Lower real estate and facility costs: $590-$984 “Lync Online costs one-third the price of custom solutions for providing online events to our customers, saving us $13,000 annually.” Jaime Chong, Operations & Special Projects, Crystal Edge Reduce travel costs: $54-$90 Vodafone (formerly Cable&Wireless) saved an estimated £70,000 with Lync in the first three months of 2012 by reducing travel expenses. Cost savings for Swisscom during the next five years include $2.5 million in PBX upgrade costs, plus $10 million in operating costs. “The implementation of the Spring Mobile Workforce has resulted in $30 million a year in net savings simply because we need less square footage.” Scott Woodrome, Strategy Manager, Enterprise Real Estate, Sprint Next Step: Ask how a Business Value Assessment with Microsoft or a partner to help understand the impact to your organization Communications & Media “The savings alone in the expenses of commuting to work translates to a $4,000 annual pay increase“ Elio Evangelista, Analyst, Cutting Edge Information Access to Millions of Potential Customers through Skype
- 27. www.smartlync.be Extending Unified Communications Reach Connecting with Others from Anywhere Sheryl in her home office at Contoso (Denver, CO, USA) John at his office at Contoso, (London, UK) Fabian, partner (Sao Paulo, Brazil) Lync-Lync Federation #1 Microsoft leads the UC market 90 of Fortune 100 companies have Lync Anne, small supplier (Singapore) Casey, customer (Tucson, AZ, USA) 300M Connected users Lync-Skype connectivity
- 28. www.smartlync.be Security with Lync and Skype Users own accounts and settings User-controlled privacy settings Communication modes are controlled by the user AE256 for signaling, Chat and media Personal archiving only Consumer application Enterprise design, interoperability and controls Accounts and licenses belong to business Allow Federation per user, group Control communication modes and domains by user, group Supports industry- standard encryption: TLS Signaling, sRTP Media (AES128) Data-retention policies set per user, group Authentication Access Control Authorization Encryption Compliance Lync-Skype Connectivity Extending your Business-to-Consumer scenarios more securely
- 29. © 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
Editor's Notes
- TRENDS -56% of office workers said they are expected to be able to get work done no matter where they are. Link to report http://www.trendmicro.com/cloud-content/us/pdfs/rpt_consumerization-survey-report.pdf 1.6 billion smart mobile devices will be purchased globally by 2016: http://www.networkworld.com/news/2012/102612-mobile-device-management-gartner-263724.html
- Communications and Media organizations operate in a global environment. Typically their operations are global, their customer base is global, and their competition is global. With teams that are spread across many different locations, effective communications are an absolute requirement for success.
- These are the scenarios covered in the upcoming slides. Many account teams may want to use this list as a menu to decide which scenarios to show to customers.
- For Telcos, Cable. A fast, complete response to an RFP is often the key to winning contracts. Rapid responses are only possible when teams can work together to provide the information required and come up with creative responses to the challenges posed by the customer. Lync interoperates with Word, Excel, and PowerPoint to provide the presence information of contributors within documents. This feature makes it easy to consult with the person who provided the information.
- For Telcos, Cable. Lync integration leads to low cost call center solutions that have capabilities that complement existing systems. Lync makes it easy to implement solutions that help call center agents take advantage of presence information to identify available resources to answer customer questions immediately rather than requiring a follow-up call. The soft phone capabilities make it easy to handle agent turnover and enable agents to work from any location. With soft phone capabilities and presence information, working from home doesn’t have to be any different than working at the office. The flexibility this provides can save money and improve employee satisfaction. When employees are forced to stay home due to an illness, severe weather, or other unusual circumstance, the ability to seamlessly work from home can mean the difference between a lost day and normal productivity. Companies who encourage a flexible workplace are able to reduce real estate costs by implementing hot-desking and reducing office space requirements.
- For Telcos, Cable, Media. Putting the Telco marketing information online is not enough. Telco services are too complex for most customers to make a decision without talking with an advisor. Lync can make these advisors accessible with a click or though a chat box that pops up automatically. Rather than giving the customer the opportunity to go to a competitor’s website, Telcos can answer their questions immediately and make the sale. Key Differentiator: Lync routing capabilities can be used to identify an advisor that matches the required skills, the location, and immediate availability. As of Nov. 2013, Lync-Skype connections allow you to add a contact, see presence, and connect with peer-to-peer IM and peer-to-peer Voice. In the future, Lync-Skype federation will support video. Questions to ask Do you have an online chat solution today?
- For Telcos, Cable. Lync makes communications capabilities available where they are needed; In this case the retail sales floor for a telco. The ability to hold a conference call with video from a mobile phone or tablet out on sales floor to a sales or technical expert can improve the customer experience. Product info: Microsoft Lync meetings bring together traditionally separate components of desktop video, audio conferencing, web conferencing, content sharing, and room-based video conferencing solutions into a single, unified conferencing experience. Lync Meetings provide unified conferencing for two to 250 parties with any combination of: • Voice communications (audio conferencing). • Video communications. • Web collaboration through presentation, joint editing, and control of documents, applications, and desktops. • Whiteboard, with the ability to cut and paste content of any type
- For Telcos, Cable, Media Facilitate collaborative participation during marketing planning sessions Help project team members meet virtually to review creative ideas in HD and make better and faster decisions. See multiple video streams simultaneously and see the active speaker automatically. Single click to join from PC or mobile device. Marketing plans typically require inputs from many different teams within and outside an organization. Alternate Scenario: Executives from across the globe connect via video conferencing The Lync Room System makes holding large meetings easy and HD video makes it possible to review samples in great detail. Ad hoc desktop sharing is another capability that speeds the decision process. Creative directors can demonstrate their work and receive feedback at a moment’s notice. The Lync Room System is an improvement on current videoconferencing system technology. Common complaints about videoconferencing systems: It takes too long to get the meeting started – inevitably, it takes 8-10 minutes to get video going. The equipment is underutilized – it’s easier to use the speaker phone on the conference room table, so that is what people do. Remote attendees feel isolated – typically the video shows the content so remote attendees are not visible. Meetings are hard to manage – changing presenters, showing attendees, muting participants, etc., are seldom intuitive. The Lync Room System makes managing a video conference as intuitive as a desktop video session. Resource: http://blogs.technet.com/b/lync/archive/2013/02/19/the-lync-room-system-lrs.aspx As of Nov. 2013, Lync-Skype connections allow you to add a contact, see presence, and connect with peer-to-peer IM and peer-to-peer Voice. In the future, Lync-Skype connectivity will support video.
- For Telcos, Cable. Product design typically requires inputs from many different teams within an organization. Ad hoc desktop sharing and video conferencing are capabilities that speed the design process. Designers can demonstrate their work and receive feedback at a moment’s notice. Interoperability between Lync and SharePoint help with Product Lifecycle Management. Documents can be stored within SharePoint, and you can be in a file and find out who the author is, who modified a certain section and presence is built-in so you can click to communicate. As of Nov. 2013, Lync-Skype connections allow you to add a contact, see presence, and connect with peer-to-peer IM and peer-to-peer Voice. In the future, Lync-Skype connectivity will support video and multi-party conferences.
- For Telcos, Cable. A fast, complete response to an RFP is often the key to winning contracts. Rapid responses are only possible when teams can work together to provide the information required and come up with creative responses to the challenges posed by the customer. Lync interoperates with Word, Excel, and PowerPoint to provide the presence information of contributors within documents. This feature makes it easy to consult with the person who provided the information.
- For Media, Cable. The cost and time spent on screen tests can skyrocket for media companies. One way to help reduce the cost and time spent on screen tests is to do them virtually via video conferencing. This is probably not likely for major roles, but for supporting roles when time is important, it may be very easy for a studio to organize a remote screen test to help with casting. Key capabilities include Lync-Skype connectivity The ability to easily record Access across almost any As of Nov. 2013, Lync-Skype connections allow you to add a contact, see presence, and connect with peer-to-peer IM and peer-to-peer Voice. In the future, Lync-Skype connectivity will support video.
- CatCall -Video over IP for Broadcast CatCall is a unique Skype based system that allows the routing of both the video and audio aspects of a Skype call seamlessly through the television broadcast chain to air. It automatically optimises the call quality and re-sizes and adjusts the video content, outputting the call as a single HD-SDI broadcast video signal – without the need for scanconvertors. For Media. https://support.skype.com/en/faq/FA11048/can-i-use-skype-in-broadcast-and-film-productions Information as of December 20, 2013 Can I use Skype in broadcast and film productions? Yes. Using Skype in broadcast and film allows production companies and studios to incorporate live face-to-face video calls into TV and film. Skype can also be used for free Skype-to-Skype calls during radio programming. Use Skype for live on-air feeds from remote locations, for interviewing viewers in their homes, for engaging experts from around the world, and even for connecting with correspondents in the field. Skype is a great complement to traditional production methods. With Skype’s free, great quality voice and HD video calls, you can get cost savings, rich new content and even go places you’ve never considered. The following FAQs will help you get started using Skype within your broadcast and film productions. What do I need to integrate Skype HD video calls into my production? To integrate Skype HD video calls into your production, you’ll need the latest version of Skype for Windows or Skype for Mac OS X, an HD webcam, and a Skype account registered to your production company. As Skype is being used for commercial purposes, you'll need to review and agree to the Broadcast terms of service. You'll also need to meet the minimum hardware and minimum internet connection requirements. To get the best results when broadcasting a Skype video on air, make sure that: The frame rate is sufficient and stable The frame rate is greater than 20fps The video resolution is at least 640x480 (for HQV) If you only want to receive (not send) HD video calls for broadcast and film, you need a fast CPU and a broadband internet connection. If you can’t meet the above recommendations, video and call quality can vary greatly. How can I integrate HD video calling with Skype into broadcast/recording equipment? To insert HD video into your broadcasting, film or recording equipment, you’ll need a video card with dual video outputs and equipment that further processes the captured HD video, that is, a video capture card, second computer, video switch or video recorder. The steps required are: Connect the first video output to a monitor to see what’s happening during the HD call with Skype. Connect the second video output to a video capture card, second computer, video switch or video recorder. Set the computer/video card into “clone” mode, which duplicates the content of the first video output to the second. Set the video card to a broadcast-friendly HD resolution (for example NTSC, 1280x720, 1920x1080). The goal is to avoid rescaling of the video inside the Skype application as much as possible. For broadcasts, film or recording, you should only capture the actual Skype video window. To send the program feed to the remote Skype participant, replace the video camera in the instructions above with the feed. You can also use HQV/S-Video in the same way as you would use HD Video. To get the best possible video quality for broadcast or film, you should set the Skype video window to full screen once the call is set up. Can I use a Digital Video Camera as a video source? Yes. Any DV camera with HDMI, composite or S-Video outputs that supports a resolution of VGA 640x480 and 30 frames per second or higher will work with Skype. The camera needs to be connected to a video capture card. Skype has successfully tested the following capture cards (others might work but were not tested) for HD film and broadcasting: ATI graphics cards with video IN, for example, ATI Radeon X1900 GT Hauppauge WinTV-PVR-USB2 Belkin Hi-Speed USB 2.0 DVD Creator Pinnacle Analog Pro USB Skype might need a special driver to recognize the new video source. You can use Graphedit or ffdshow for this.* * Skype is not responsible for the content of the external sites. How do I ensure good quality HD video calls on air? The advice in the table below can help you get the best possible quality when broadcasting on air. Computer: Your computer hardware needs to meet the minimum requirements to broadcast HD video as best as possible. Restart your computer before the broadcast, switch off all background applications, and disable firewalls and virus scanners during the broadcast. If you are using a laptop, it should be mains powered where possible, and set to “optimal performance mode” Internet Connection: Check that your internet connection speeds are suitable for HD video calls. You need at least 400kbps upload and 500kbps download speed. See more on internet connection requirements for broadcast and film. To check your internet connection, use an online checking tool such as Speedtest or Pingtest. Webcam: You'll need an HD webcam or camera in order to record and broadcast HD video content. When recording, good lighting is important, as is avoiding sudden movements. We recommend plain clothing for participants, as patterns and black or white clothing can be difficult for cameras to decode. Sound: You should use separate microphones and speakers for optimal sound on your broadcast. In-built systems tend to pick up more background noise and therefore should be avoided for professional use. During the broadcast, mute all microphones when not in use. Video: Everything that is visible on the computer screen will also be visible on the recording. Therefore, it is best to avoid mouse movements over the picture, and to disable pop-ups, screen savers and sleep mode. You should also set Skype to “do not disturb” to avoid incoming calls and messages. Can I record a Skype HD video call? Currently, Skype doesn’t have any built-in recording functionality. However, you can use a video capture card connected to the computer that’s running Skype to record a Skype video call for broadcast or film.
- For Media. Citizen Journalism represents a huge untapped potential. Anyone can report the news. Submissions are reviewed by moderators. Notable examples of citizen journalism reporting from major world events are, the Arab Spring, the Occupy Wall Street movement, the 2013 protests in Turkey, and the 2010 Haiti earthquake Key capabilities include Lync-Skype connectivity The ability to easily record Access across almost any device including phones and tablets As of Nov. 2013, Lync-Skype connections allow you to add a contact, see presence, and connect with peer-to-peer IM and peer-to-peer Voice. In the future, Lync-Skype connectivity will support video.
- For Media, Cable, Telco. Facilitate collaborative participation during productions Help project team members meet virtually to review creative ideas in HD and make better and faster decisions. See multiple video streams simultaneously and see the active speaker automatically. Single click to join from PC or mobile device. Production design typically requires inputs from many different teams within and outside an organization. Ad hoc desktop sharing is another capability that speeds the decision process. Creative directors can demonstrate their work and receive feedback at a moment’s notice. The Lync Room System makes managing a video conference as intuitive as a desktop video session. As of Nov. 2013, Lync-Skype connections allow you to add a contact, see presence, and connect with peer-to-peer IM and peer-to-peer Voice. In the future, Lync-Skype connectivity will support video.
- For Media (advertising). Facilitate collaborative participation during ad pitch preparation meetings Help project team members meet virtually to review creative ideas in HD and make better and faster decisions. See multiple video streams simultaneously and see the active speaker automatically. Single click to join from PC or mobile device. Product design typically requires inputs from many different teams within and outside an organization. The Lync Room System makes holding large meetings easy and HD video makes it possible to review samples in great detail. Ad hoc desktop sharing is another capability that speeds the decision process. Creative directors can demonstrate their work and receive feedback at a moment’s notice. The Lync Room System is an improvement on current videoconferencing system technology. Common complaints about videoconferencing systems: It takes too long to get the meeting started – inevitably, it takes 8-10 minutes to get video going. The equipment is underutilized – it’s easier to use the speaker phone on the conference room table, so that is what people do. Remote attendees feel isolated – typically the video shows the content so remote attendees are not visible. Meetings are hard to manage – changing presenters, showing attendees, muting participants, etc., are seldom intuitive. The Lync Room System makes managing a video conference as intuitive as a desktop video session. Resource: http://blogs.technet.com/b/lync/archive/2013/02/19/the-lync-room-system-lrs.aspx As of Nov. 2013, Lync-Skype connections allow you to add a contact, see presence, and connect with peer-to-peer IM and peer-to-peer Voice. In the future, Lync-Skype connectivity will support video.
- For Media. Most newspapers, magazines, etc. have a standardized approval workflow engine. But in some cases there are exceptions where the approval is done on an ad-hoc basis and by merely asking for an approval. The downside to a verbal approval over the phone is that there is no record. The downside to a written approval using workflow or over email is the lack of speed Lync can provide a record of approvals made over chat in real-time that solves both of those issues. Plus the approver can typically make the approval across almost any device.
- Case study: http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2013/Sprint-Nextel/Sprint-Nextel-Upgrades-Communication-Solution-to-Support-Ongoing-Mobile-and-Environmental-Initiatives/710000001897 Cost savings come from this and previous case studies http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2010/Sprint-Nextel/Sprint-Nextel-Supports-Mobile-Workforce-and-Reduces-Costs-with-Enterprise-Voice/4000011522 http://www.microsoft.com/casestudies/Microsoft-System-Center-Configuration-Manager-2007-R3/Sprint-Nextel/Sprint-Estimates-Savings-of-1.3-Million-Through-Centralized-Power-Management-of-PCs/4000009240 Organization Profile Sprint Nextel is a principal provider of wireless and wireline communications services. Headquartered in Overland Park, Kansas, Sprint has approximately 40,000 employees located around the globe. Business Situation Sprint wanted to provide a total ecosystem of Microsoft technologies to support an empowered virtual workforce. Solution By deploying Microsoft Lync Server 2013, Sprint took the next step to free its mobile workforce from their desks and make it possible for them to work virtually anywhere. Benefits Reduced costs Improved productivity Improved administration and support
- Reduce Cost of Communications Systems – cost savings 40%-60% (for Swisscom this is $17M) Full Video - http://www.microsoft.com/en-us/showcase/details.aspx?uuid=d412b4a7-e52f-48c8-ab7f-af9f53aeb3bd Link to Written Case Study - http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2010/Swisscom/Swiss-Telecom-Firm-Reduces-Costs-and-Builds-Confidence-with-Communications-Upgrade/4000011576 Organization Profile With 5.8 million mobile customers and 1.6 million broadband connections, Swisscom is the major telecommunications provider in Switzerland. Business Situation Swisscom wanted to expand the capabilities of its unified communications solution and evaluate the solution to understand the challenges that its own customers might face. Solution Swisscom deployed Microsoft Lync Server 2010 for its 20,000 employees to provide enterprise voice and enhanced collaboration capabilities. Benefits Reduces costs Improves user experience Builds customer confidence
- Case study: http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2010/TP-Group/Telecom-Company-Upgrades-Communications-Solution-to-Help-Reduce-Costs/4000008675 Organization Profile TP Group is the top telecommunications company in Poland. Headquartered in Warsaw, the company employs more than 29,000 people and serves over 25 million customers. Business Situation TP Group wanted to ensure that its employees received the latest communications technology to reduce costs, improve productivity, and provide additional services for its customers. Solution TP Group deployed Microsoft Lync Server 2010 as a pilot project to evaluate the more flexible hardware options for reducing reliance on private-branch exchange (PBX) systems. Benefits Reduced costs Improved productivity Eased management
- Case study: http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2013/TV-Record/Global-Broadcaster-Reduces-Travel-and-Enhances-Collaboration-with-Communications-Upgrade/710000001842 Situation TV Record is a leading entertainment company that produces and delivers content to television, Internet, and radio audiences. The company has about 5,000 employees and delivers entertainment content in more than 150 countries. Challenge Record wanted to consolidate its communications solutions and provide an effective way for employees to collaborate between offices without traveling. Solution Record deployed Microsoft Lync Server 2013 to provide instant messaging, presence, conferencing, and voice capabilities to employees Benefits Reduced costs Simplified communications Improved conferencing quality Improved availability
- Case study: http://www.microsoft.com/casestudies/Microsoft-Office-365/Showcase-Magazine/Publisher-Gains-Efficiency-Trims-IT-Management-Time-by-80-Percent-with-Online-Tools/710000000287 Situation Showcase Magazine, based in Danville, Virginia, publishes eight city/regional and private-label magazines and provides marketing consulting for its clients Challenge Helly Hansen had an outdated IT infrastructure that was not meeting the needs of employees. There was a lack of collaboration tools that resulted in many email messages, frequent business trips, and expensive phone calls. Solution Showcase deployed Office 365. The company uses Microsoft Lync Online for video conferences, which is especially helpful when meetings include the graphic designer, who lives in Minnesota. Showcase Magazine now runs more efficiently, offers increased value to customers, and can better focus on expanding the business into new geographies. Benefits Reduce IT management by 80% Faster service, enhanced value to customers Expanded business opportunities Greater business focus
- Case study: http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2013/News-America-Inc/Media-Company-Provides-Executives-with-Flexible-Communications-Options/710000002127 Organization Profile News America Inc. (NAI) is the principal US subsidiary of News Corporation, one of the world’s largest media companies. NAI provides legal, financial, IT, and other corporate services from its headquarters in New York City. Business Situation NAI wanted to promote user adoption of Microsoft Lync Server meeting capabilities so that it could retire its web conferencing service. Solution NAI deployed Microsoft Lync Server 2013, which delivers enhanced conferencing capabilities, including multiple video streams and easy access for external users. Benefits Delivers easy communications Promotes flexible workplace Improves availability
- http://www.youtube.com/watch?v=vGngoGvOSuY - Eric Whitacre's Virtual Choir, Live at TED 2013 Recording at TED http://www.ted.com/talks/eric_whitacre_virtual_choir_live.html
- Case study: http://blogs.skype.com/2013/01/21/skype-talks-with-live-with-kel/ From winning a Super Bowl and setting a record in his final NFL season to producing and starring in a sitcom to now taking over one of the biggest jobs in television as the co-host of LIVE with Kelly and Michael – Michael Strahan constantly takes on new challenges. Strahan uses Skype on a regular basis to reach out to real people all across America on LIVE – and we wanted to know how talking with people via video call increased a sense of connection with them. Via a Skype video call straight to the set of LIVE, our blogger, Thomas, talks all about it with Michael. Check it out:
- “We found that the more convenience and benefits you offer the CSR, the more that you improve your turnover rate. The savings alone in the expenses of commuting to work translates to a $4,000 annual pay increase," not to mention the time saved in travel, Elio Evangelista, Analyst, Cutting Edge Information, said. Source: Technology Can Help Cut Call Agent Churn, ARO, http://www.callcenteroptions.com/press.asp?id=20041226 Cut telephony costs – based on Swisscom. $12,500,000 / 5 years / 20,000 employees = $125/user/year savings. Range is plus or minus 25%. Swisscom – http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2010/Swisscom/Swiss-Telecom-Firm-Reduces-Costs-and-Builds-Confidence-with-Communications-Upgrade/4000011576 Cut Conferencing Costs – based on Crystal Edge. $13,000/year/30 employees =$433. Range is plus or minus 25%. Crystal Edge (Advertising) – http://www.microsoft.com/casestudies/Microsoft-Office-365/Crystal-Edge/Marketing-Services-Firm-Cuts-Costs-40-Boosts-Productivity-35-with-Cloud-Services/4000011268 Reduce travel costs – based on C&W. £70,000 x 4 quarters/year x US$1.67 per £1.00 / 6,500 employees = $72/user/year. Range is plus or minus 25%. Cable&Wireless Worldwide – http://www.microsoft.com/casestudies/Microsoft-Enterprise-Strategy-Services/CableWireless-Worldwide/Communications-Firm-Uses-Strategic-Alliance-to-Speed-Deployment-Gain-Value-Faster/710000001247 Lower real estate and facility cost – used Lync business value tool. Average square foot/EE = 250 Average facilities cost per square foot (US) = $21. 250 square feet x $21 x 15% potential reduction in real estate = $787/user/year. Range is plus or minus 25%. 250 square foot/EE from Sprint case study $21 per square foot are annual lease rates from The Business Case for Telecommuting 15% reduction from Unified Communications Improves Business Outcomes, Lowers Costs, and Enhances Environmental Sustainability Sprint Nextel – http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2010/Sprint-Nextel/Sprint-Nextel-Supports-Mobile-Workforce-and-Reduces-Costs-with-Enterprise-Voice/4000011522 Alternative to Telephony cost savings – used Forrester TEI study “The Total Economic Impact of Microsoft Lync Server 2010.” The total for PBX eliminated or avoided cost savings (table 3) was $469,700 over three years for a composite 5,000 employee company. $469,700 / 3 years / 5,000 employees = $31/user/year. Low range = $31 x .5 = $16. Business Value Assessment At this stage a customer maybe unaware or unclear of how UC can help their organization. They are developing new business strategies and defining ROI goals however the value proposition for UC is vague or undefined. Alternatively, the customer may have components of UC with various vendors and have developed a limited or skewed definition of UC. Business Value Assessment UC Strategy Workshop Alternative to Travel cost savings – used Forrester TEI study “The Total Economic Impact of Microsoft Lync Server 2010.” $3,750,000 / 3 years / 5,000 employees = $250/user/year. Low range = $250 x .5 = $125. Alternative to Conferencing Costs – used Forrester TEI study “The Total Economic Impact of Microsoft Lync Server 2010.” The total for teleconferencing and web conferencing savings (tables 4 and 5) was $999,000 over three years for a composite 5,000 employee company. $999,000 / 3 years / 5,000 employees = $67/user/year. Low range = $67 x .5 = $33. Other Communications and Media case studies and blogs Two Camels Films - http://www.microsoft.com/casestudies/Microsoft-Office-365/Two-Camels-Films/Film-Company-Sets-the-Scene-for-Improved-Productivity-with-Cloud-Based-Business-Tools/710000000264 “Both Emily and I will be moving between casting and administration offices in Los Angeles and shoots on location,” says Elizabeth Dell, Producer, Two Camels Films. “I estimate that we’ll each save two round trips that would have cost us [US]$2,000. Using video conferencing, we can collaborate more closely with our casting group, our editing team, and others.” Swisscom - http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2010/Swisscom/Swiss-Telecom-Firm-Reduces-Costs-and-Builds-Confidence-with-Communications-Upgrade/4000011576 “For the next five years, we have calculated a savings of [U.S.]$17 million,” says Andreas Arrigoni, Sr. Director UC Architecture Small and Medium Enterprises for Swisscom. Those cost savings include $10 million in operating costs and $2.5 million in PBX upgrade costs. “About 30 percent of our employees are always on the road and use their laptops as their phone,” ,” says Andreas Arrigoni, Sr. Director UC Architecture Small and Medium Enterprises for Swisscom. “We estimate we save about [U.S.]$5 million a year in reduced travel charges because people use Lync.” In fact, the company estimates that employees can respond to requests for proposals (RFPs) 20 percent faster because people can join online meetings and stay in touch with customers through Lync on their laptops. “With Lync, it’s very easy to see productivity gains for the company and for the people,” says Erich Gebhardt, Vice President Products Corporate Business at Swisscom. Sprint Nextel - http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2010/Sprint-Nextel/Sprint-Nextel-Supports-Mobile-Workforce-and-Reduces-Costs-with-Enterprise-Voice/4000011522 “The implementation of the Sprint Mobile Workforce has resulted in [U.S.]$30 million a year in net savings simply because we need less square footage,” says Scott Woodrome Strategy Manager, Enterprise Real Estate, Sprint Nextel. “So a reduction of 1.5 million square feet times an annual rent of around $20 per square foot equals $30 million.” “Lync Server has enabled us to save nearly $13 million annually,” explains Joe Hamblin, Manager of Unified Communications for Client Services, Sprint Nextel. “We eliminated costs for our PBX systems by about $2.5 million a year in avoiding upgrades, and another $6.7 million in recurring circuit costs.” Furthermore, Sprint continues to save money on solutions that it has replaced with Lync Server, such as its audio conferencing system. Joe Hamblin, Manager of Unified Communications for Client Services, Sprint Nextel says, “We were spending more than $300,000 a month in our conference bridging, which we have eliminated entirely with Lync.” By implementing Lync as its primary conferencing service, Sprint saves U.S.$4 million in conferencing costs annually. It can also more effectively negotiate costs with vendors that provide IP headsets and phones. Sprint has also reduced overall utility costs, because the smaller office spaces require less energy to heat and cool. Finally, more mobile employees mean fewer people in the office using electricity. All of this adds up to about $700,000 a year in additional savings. By deploying Lync enterprise voice and retiring its PBX systems, Sprint changed its internal help-desk and support models to reflect its unified communications model. Taking a cross-platform approach, it has 22 employees to help manage all aspects of its unified communications solution that includes Lync Server, Exchange Server, and SharePoint Server. It used to have 30 engineers just to maintain its voice solution alone. Crystal Edge - http://www.microsoft.com/casestudies/Microsoft-Office-365/Crystal-Edge/Marketing-Services-Firm-Cuts-Costs-40-Boosts-Productivity-35-with-Cloud-Services/4000011268 “We’re an agency, so clients don’t come to us—we travel to them. We can save 15 hours per week with Lync Online because our staff can attend meetings from anywhere. And we can edit documents together in real time during meetings,” says Jaime Chong Operations & Special Projects Crystal Edge. “Lync Online costs one third the price of custom solutions for providing online events to our customers, saving us $13,000.00 annually. And, we design and host customers’ events. Now we can move forward with what is the fastest-growing segment of our business,” says Jaime Chong Operations & Special Projects Crystal Edge. News America Inc. - http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2013/News-America-Inc/Media-Company-Provides-Executives-with-Flexible-Communications-Options/710000002127 “The availability of presence information has really helped our staff because people can see when someone is online and available,” says the Senior Director, Operations and Technology, News America Inc.. “Before we had Lync, working from home or at another of our offices in New York was not readily accepted, but now since we can see presence and communicate immediately, people can work from wherever they need to be.” TV Record - http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2013/TV-Record/Global-Broadcaster-Reduces-Travel-and-Enhances-Collaboration-with-Communications-Upgrade/710000001842 Record is using Lync to reduce employee travel. “One of the most notable benefits from Lync is that we have fewer employees flying between São Paulo and Rio,” says Carlos Eduardo Bernardo, Infrastructure Coordinator at TV Record. “The benefits go beyond reducing travel; we reduce costs for hotels and mobile calls. We also find that employees are more productive when they are not traveling.” Employees are also making PC-to-PC calls through Lync instead of using the telephone. “When our team was in London for the Olympics, they frequently needed to call the office. Using a mobile phone to call Brazil from London could cost [US]$10 per minute. We can save all of that money by using Lync,” says Anderson Gonçalves de Moura, IT Manager at TV Record. Cable&Wireless Worldwide - http://www.microsoft.com/casestudies/Microsoft-Enterprise-Strategy-Services/CableWireless-Worldwide/Communications-Firm-Uses-Strategic-Alliance-to-Speed-Deployment-Gain-Value-Faster/710000001247 On top of this savings, the company realized an estimated £70,000 (US$108,000) in the first three months of 2012 by reducing travel expenses through the use of Lync 2010. Australian Communication and Media Authority (ACMA) - http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2010-Enterprise-Edition/The-Australian-Communications-and-Media-Authority-ACMA/Regulator-creates-seamless-desktop-smartphone-collaboration-experience-with-unified-communications/710000001025 “Considered purely as a phone system, in our circumstances we have found Lync to be half the cost of a traditional PBX,” says Carsten Larsen General Manager Corporate Services and Coordination, Australian Communication and Media Authority (ACMA).
- Slide Objective: Explain how Skype connectivity gives Lync customers the best of both. It is an integral part of realizing the vision #1 in Enterprise - Voice Microsoft leading in UC market, now shipping more enterprise voice lines than any other technology company. Skype is Built for Consumers First: Simple, Self-Serve, Useful, and Fun The magic of Skype is in its simplicity and self-service nature. It is available on virtually all devices for individuals to download and start communicating within minutes. It enables cost-effective calling to landlines and mobiles around the world, and it boasts a large and active online support community with user-generated content. With an active community of hundreds of millions of users, Skype is both useful and fun. Skype is for doing things together, whenever you’re apart. Skype’s text, voice and video make it simple to share experiences with the people that matter to you, wherever they are. With Skype, you can share a story, celebrate a birthday, learn a language, hold a meeting, work with colleagues – just about anything you need to do together every day. You can use Skype on whatever works best for you - on your phone or computer or a TV with Skype on it. It is free to start using Skype - to speak, see and instant message other people on Skype for example. That said, there are some things to be aware of as a business customer. The simplicity and self-service means that it cannot be managed like a business application. Moreover, services like Microsoft Premier Support and Microsoft Consulting Services are not available for Skype. Likewise, there are no volume licensing or similar purchase and distribution mechanisms. Skype purchases are all pre-paid via credit card or wire transfer. Only standard web-based click-through contracts are available, and, while Skype Manager is a useful portal for centralizing some cross-account management, it is designed for less than 20 users. To meet the full range of businesses’ needs, an alternative is needed. Microsoft offers another real-time communication software product, specifically designed for businesses: Lync Businesses deploying real time communications tools are looking for solutions that deliver flexibility (e.g., in the cloud, on-prem, hybrid), enable Information Workers to be more productive, and provide IT with control and management capabilities to support their individual requirements. Lync provides all of this and more. Microsoft Lync is an enterprise-ready unified communications platform. Lync empowers IT administration flexibility and control via Active Directory and archiving and compliance tools, it is an extensible platform with application programming interfaces based on industry-standard technology, and interoperates with other systems and devices. Lync offers the resiliency, scalability, and critical features necessary to enhance or replace traditional PBX systems. Lync enables professional online meetings scaling to hundreds of participants. Lync supports everyday productivity with deep integration with Microsoft Office, Exchange, and SharePoint. Lync has the option of running as a hosted service or as an on-premises deployment and has many options for customized support, including Microsoft Services Premier Support and a large and growing partner community. We’ve continued to see tremendous growth with Lync, Skype accelerates the path that Lync is on. With Skype part of the Microsoft family, new possibilities open up for extending unified communications scenarios to hundreds of millions of people, making rich experiences universal for business communications. Connect Lync with Skype and get the best of both Lync-Skype connectivity gives Lync customers the ability use the global reach of Skype to connect and collaborate with suppliers, customers, and partners while still relying on the enterprise richness of Lync. Microsoft stands alone in being able to deliver such a combination. We will continue to invest in Lync to deliver the controls, manageability, and other enterprise-grade features our customers need
- Lync (more information at http://technet.microsoft.com/en-us/library/dn342829.aspx) Planning and design tools: Two tools, Topology Planning Tool and Topology Builder, to facilitate planning and design, and to reduce the chance of misconfiguration. Topology Planning Tool automates much of the topology design process. You can export the results from the Planning Tool to Topology Builder, which is the tool that is required to install each server running Lync Server 2013. More information at http://www.microsoft.com/en-us/download/details.aspx?id=36823 Topology Builder stores all configuration information in the Central Management store. More information at http://technet.microsoft.com/en-us/library/gg398339.aspx Server-to-server authentication: In Lync Server 2013, authentication can be configured between servers by using the Open Authorization (OAuth) protocol. More information at http://technet.microsoft.com/en-us/library/jj204817.aspx Role-based access control: Enables you to delegate administrative tasks while maintaining high standards for security. More information at http://technet.microsoft.com/en-us/library/gg425917.aspx Simplified certificates: The Deployment Wizard can automatically populate subject names (SNs) and subject alternative names (SANs), reducing the possibility of including unnecessary and potentially unsecure entries (see http://technet.microsoft.com/en-us/library/dn342829.aspx). Trustworthy SDL: Lync Server 2013 is designed and developed in compliance with the Microsoft Trustworthy Computing Security Development Lifecycle (SDL). More information about SDL at http://msdn.microsoft.com/en-us/library/ms995349.aspx. More information about Lync SDL at http://technet.microsoft.com/en-us/library/dn342829.aspx Additional information about Lync administrative tools: http://technet.microsoft.com/en-us/library/gg195756.aspx Skype (more information at http://www.skype.com/en/security) Robust privacy settings: Skype’s privacy settings let you control who can contact you on Skype, and help you manage your conversation history. You can change your privacy settings to prevent nuisance calls or spam messages, as well as block and report any nuisance contacts. More information at https://support.skype.com/en/faq/FA140/how-do-i-manage-my-privacy-settings-in-skype-for-windows-desktop User profiles: When you create a Skype account, you can provide as much or as little information as you like. Some of the information you provide is displayed to your contacts. Your e-mail address is never displayed. More information at https://support.skype.com/en/faq/FA390/who-can-see-my-profile-information-in-skype-for-windows-desktop Digital certificates: A digital certificate is an electronic credential that can be used to establish the identity of a Skype user, wherever that user may be located. Just like a physical identity document, such as a driving license, a digital certificate must have certain properties in order to be used as a form of identification. More information at http://www.skype.com/en/security/#digital User authentication: As each Skype user possesses a digital credential, it is possible for any Skype user to verify the identity of any other Skype user. Authentication is a critical step in ensuring secure communications. More information at http://www.skype.com/en/security/#digital and http://www.skype.com/en/security/#identity Additional information about TLS and SRTP protocols: https://support.skype.com/resources/sites/SKYPE/content/live/DOCUMENTS/0/DO14/en_US/skype-connect-technical-datasheet.pdf