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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
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Vision for Communications and MediaEmpower 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
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
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
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.
CustomerCall
Center Agent
Specialist
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
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
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.
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.
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.
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 castingStan 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
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
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
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
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.
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
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SolutionSprint 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
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SolutionAs 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
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SolutionTP 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
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SolutionTV 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
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SolutionShowcase 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
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SolutionWhen 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
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Eric Whitacre's Virtual Choir, Live at TED 2013
Recording
SolutionEric Whitacre staged a choir that included 100 live signers and 32 singers from 32 different countries who connected via Skype from their homes
Customer SuccessEric Whitacre’s Virtual Choir
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Skype Talks With LIVE with Kelly and Michael's Michael StrahanLive 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/
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Estimated Economic Value of Lync, Skypeall values estimated on per user, per year basis
Drive Personalized Consumer Experiences
Enable Remote Workforce – $4,000 per remote
workerDeliver 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
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Extending Unified Communications ReachConnecting 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
#1Microsoft leads the UC market
90of Fortune 100
companies have Lync
Anne, small supplier
(Singapore)
Casey, customer (Tucson, AZ,
USA)
300MConnected users
Lync-Skype
connectivity
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Security with Lync and Skype
Users own accounts
and settings
User-controlled
privacy settingsCommunication
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
© 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.
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