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Telecom Italia Believes Communications Solution Strengthens Enterprise Networks

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Telecom Italia is the leading provider of telecommunications services in Italy and one of Europe’s largest operators of fiber optic networks. Working with Microsoft Italy, Telecom Italia has helped to …

Telecom Italia is the leading provider of telecommunications services in Italy and one of Europe’s largest operators of fiber optic networks. Working with Microsoft Italy, Telecom Italia has helped to deploy Microsoft communications solutions to some of the largest companies inside Italy. To stay up-to-date with the latest technology offerings from Microsoft, the telecommunications firm deployed a proof-of-concept of Microsoft Lync Server 2010 for 100 marketing employees to evaluate the latest capabilities and provide demonstrations for customers. Telecom Italia believes that Lync Server will help employees be more productive and strengthen their relationships with each other and with partners and customers.

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  • 1. Microsoft Lync Server 2010 Customer Solution Case Study Telecom Italia Believes Communications Solution Strengthens Enterprise NetworksOverview “Customers like how the overall MicrosoftCountry or Region: Italy communications solution is taking the form of a social network. Because that is how they operate in their dailyIndustry: Telecommunications lives, it feels more familiar to them. It helps improveCustomer ProfileTelecom Italia is a telecommunications relationships.”provider that operates more than 26 Fabio Baglioni, MS Systems Engineer, Telecom Italiamillion phone lines in Italy. Based in Milan,it employs 52,000 people. Telecom Italia is the leading provider of telecommunicationsBusiness SituationTelecom Italia is a Microsoft Gold Certified services in Italy and one of Europe’s largest operators of fiberPartner that deploys communications optic networks. Working with Microsoft Italy, Telecom Italia hassolutions built around Microsoft OfficeCommunications Server 2007 R2. helped to deploy Microsoft communications solutions to some of the largest companies inside Italy. To stay up-to-date with theSolutionTelecom Italia deployed a proof-of- latest technology offerings from Microsoft, theconcept of Microsoft Lync Server 2010 to telecommunications firm deployed a proof-of-concept ofevaluate the features and benefits for itscustomers. Microsoft Lync Server 2010 for 100 marketing employees to evaluate the latest capabilities and provide demonstrations forBenefits Strengthens enterprise networks customers. Telecom Italia believes that Lync Server will help Simplifies administration employees be more productive and strengthen their relationships with each other and with partners and customers.
  • 2. Situation communications technologies. Its Top“Federation makes it The Telecom Italia Group operates in all the Clients Marketing division has 10 sectors of the advanced communications demonstration rooms around Italy whereseem as though your chain, with highly developed business in the company deploys proof-of-concept fixed-mobile communications and the solutions for employees so that they canpartners are right there Internet with the brands Telecom Italia, TIM evaluate products and providein the office with you and Virgilio; multimedia and television (La7, demonstrations for customers. Most MTV Italia); in the office and system recently, the group has been evaluatingevery day. It is a great solutions (Olivetti); and in research and Microsoft Lync Server 2010. Lync Server development (Telecom Italia Lab). With provides enhanced versions of theway to collaborate.” operations in Europe, the Mediterranean communications capabilities provided by Fabio Baglioni, MS Systems Engineer, Basin, and South America, the Telecom Office Communications Server 2007 R2— Telecom Italia Italia Group is one of the largest fixed presence, instant messaging, robust telecommunications operators, with almost conferencing, and enterprise voice—as well 15.6 million physical lines in Italy and a as improvements in topology, deployment, broadband portfolio equal to over 9 million and management tools. It deployed the accesses. The Group has also over 30.6 solution for 100 marketing employees who, million mobile telephone lines. Abroad, TIM in addition to providing demonstrations for Brasil is one of the largest operators customers, use the Microsoft Lync 2010 providing mobile telephone and desktop client to communicate with convergent services for 46.9 million mobile colleagues, partners, and shareholders lines. every day. Working with Microsoft Italy, Telecom Italia Solution helps to configure and deploy Telecom Italia deployed Lync Server 2010 communications solutions for enterprise at its main “Demo Center” in Rome in a customers. Internally, Telecom Italia has basic configuration with one Enterprise also deployed several Microsoft solutions front-end server. The company also to help employees be more productive at deployed an edge server, which enables it their jobs. For messaging, it implemented to federate with external users who also use Microsoft Exchange Server 2010. For instant Lync Server or earlier versions of Microsoft messaging and presence awareness, the communications software, or with users company deployed Microsoft Office Live communicating through public IM clients. Communications Server 2005 for 40,000 The Top Clients Marketing division uses its employees. It plans to upgrade Live own Active Directory service, so employees Communications Server to Microsoft Office in that group can easily chat with and see Communications Server 2007 R2 for those presence information for colleagues who employees by March 2011. With Office are using Office Live Communications Communications Server, Telecom Italia can Server. provide additional capabilities such as audio, video, and web conferencing and The group is also federated with technical desktop sharing to make it easier for partners, shareholders, and subsidiaries. employees to collaborate with each other. “Federation makes it seem as though your partners are right there in the office with Telecom Italia joined the Microsoft you every day,” says Fabio Baglioni, MS Technology Adoption Program (TAP) to Systems Engineer at Telecom Italia. “It is a stay up-to-date on the latest great way to collaborate.”
  • 3. For auditing and reporting, the group also Lync Server for video conferencing.deployed a Monitoring Server, which Telecom Italia supports a program forcollects call detail reports (CDRs); usage customers called “My Communication HD,”information related to voice over Internet a high-definition video conferencingProtocol (VoIP) calls; IM messages, audio service. The company hopes to tie in thisand video conversations, meetings, service with Lync Server 2010 deploymentsapplication sharing, and file transfers; to provide high-quality video conferencingnumerical data describing the media with additional capabilities, like desktopquality on the network and endpoints; and and application sharing, for its customers.call error and troubleshooting information The Top Clients Marketing employees alsofor failed calls. As it works with its proof-of- use the video cameras to communicateconcept, Telecom Italia can use these with customers or to stay in touch withreports to track usage and to troubleshoot colleagues back at the office when they areany issues. Because the Monitoring Server traveling.captures end-to-end call qualityinformation, it can also produce reports to With Lync on the desktop, users have aidentify potential problems with network single, unified client to access capabilitiesequipment and services. With a Monitoring like audio conferencing, videoServer in place, the group can provide conferencing, and desktop sharing. Severalsample reports for customers to show them enhancements to the Lync client providehow monitoring will help them more of a social networking experience fortroubleshoot issues in their own users, which Telecom Italia believes willenvironments. appeal to customers who want to encourage collaboration. With ActivityTelecom Italia has also deployed a Feed, they can provide additional presencesurvivable branch appliance (SBA), which is information for their coworkers andbased on cost-effective media gateways federated colleagues. Through Rich Contacthosting the Microsoft Survivable Branch Card, they can see organizationalAppliance software package. The SBA information such as people’s managers andprovides a public switched telephone direct reports—and they can also seenetwork (PSTN) connection that continues people’s pictures.to provide communications capabilities inthe event of wide-area network failure. The To further demonstrate the socialgroup is using the SBA to show customers networking and business productivityhow their branch offices can stay aspects of Lync for its customers, Telecomconnected. In addition to the SBA, the Italia has also configured Lync Server togroup is testing other hardware that is take advantage of the interoperation withoptimized to work with Lync Server, such as Microsoft SharePoint Server 2010 andthe Jabra GN2000 USB headset. Microsoft Exchange Server 2010. ThroughEmployees—or customers—can use the SharePoint Server or the Lync client,headset to place and manage calls and employees can use Skill Search to findconferences through the Microsoft Lync subject matter experts in other2010 client on the desktop. departments or other regions more easily. They can also view presence informationAdditionally, the Top Clients Marketing through SharePoint Server or through thedivision is evaluating the Microsoft HD Microsoft Office Outlook messaging andLifeCam Cinema video cameras to use with collaboration client. For available contacts,
  • 4. “With Lync Server, employees can click to start an instant Strengthens Enterprise Networks messaging session or voice call In its Top Clients Marketing division,administrators have immediately. Telecom Italia also deployed Telecom Italia has directly experienced the Exchange Unified Messaging, so that benefits of Lync Server 2010. “Our team ismuch more intuitive and employees can receive and manage voice- more collaborative, and it’s easier to stay inuser-friendly tools for mail messages through Outlook or through touch with presence because you can see the voice-mail tab in the Lync client. when people are available. You can talk andserver deployment and solve problems in real time,” explains Telecom Italia is also evaluating updated Baglioni. By federating with colleaguesmanagement.” deployment and management features in inside the company and at subsidiaries and Fabio Baglioni, MS Systems Engineer, Lync Server. With Topology Builder, an shareholders, employees can strengthen Telecom Italia application engineer can quickly define all relationships. the parameters required to design a new installation. Topology Builder then Another aspect of Lync Server 2010 that communicates with the servers to install Telecom Italia believes will benefit the correct configuration. For customers is the social networking administrators, the Windows PowerShell direction the solution has taken with the command-line interface and the web-based interoperation between technologies and management console provide more flexible features like Activity Feed and Rich Contact options for managing Lync Server. With Card. “Customers like how the overall PowerShell, administrators can easily Microsoft communications solution is automate repetitive tasks, or add or edit taking the form of a social network. user settings for groups. Administrators can Because that is how they operate in their use the web-based management console daily lives, it feels more familiar to them. It to access and manage the Lync Server helps improve relationships,” says Baglioni. deployment from any location, without the need to install administrative software. To Simplifies Administration better define help-desk and administration Telecom Italia has identified several areas roles, administrators can use the role-based where customers can benefit from eased access control (RBAC) feature for more deployment and management. “With Lync granular control over how they assign Server, administrators have much more permissions. intuitive and user-friendly tools for server deployment and management,” says Benefits Baglioni. With Lync Server 2010, Telecom Italia can provide its customers with a With Topology Builder, on-premises communications solution that is easier to installations at customer sites will be much deploy and manage and helps their easier and customers can feel confident employees collaborate more effectively and that they have the best configuration for be more productive at their jobs. “Lync their environment. With the web-based Server is a communications platform that management console, administrators can brings many capabilities inside the log on from any computer with a browser enterprise to help companies succeed at and a network connection to manage Lync their business,” says Baglioni. Server. They no longer need to install special tools on a machine to perform administrative tasks. Another feature that eases management for administrators is the
  • 5. For More Information Windows PowerShell command-line Microsoft Lync Server 2010For more information about Microsoft interface. The company expects that Microsoft Lync Server 2010 ushers in a newproducts and services, call the Microsoft scripting will make it easier for customers connected user experience that transformsSales Information Center at (800) 426- to manage their own deployments, every communication into an interaction9400. In Canada, call the Microsoft especially because they can easily automate that is more collaborative, and engaging;Canada Information Centre at (877) 568- common tasks. and that is accessible from anywhere. For2495. Customers in the United States and IT, the benefits are equally powerful, with aCanada who are deaf or hard-of-hearing With Lync Server 2010, Telecom Italia can highly secure and reliable communicationscan reach Microsoft text telephone offer its customers a more complete system that works with existing tools and(TTY/TDD) services at (800) 892-5234. communications solution. systems for easier management, lower costOutside the 50 United States and of ownership, smoother deployment andCanada, please contact your local migration, and greater choice andMicrosoft subsidiary. To access flexibility.information using the World Wide Web,go to: For more information about Microsoft Lyncwww.microsoft.com Server 2010, go to: www.microsoft.com/lyncFor more information about TelecomItalia products and services, visit thewebsite at:www.telecomitalia.comFor more information about Jabra productsand services, call (800) 826-4656 or visit thewebsite at:www.jabra.comFor more information about Polycomproducts and services, call (800) Polycomor visit the website at:www.polycom.com Software and Services Hardware  Microsoft Office  Jabra GN2000 headsets − Microsoft Lync 2010  Polycom CX-Series IP phones  Microsoft Server Product Portfolio − Microsoft Lync Server 2010 − Microsoft Exchange Server 2010This case study is for informational purposes only.MICROSOFT MAKES NO WARRANTIES, EXPRESS ORIMPLIED, IN THIS SUMMARY.Document published December 2010