Lync mobility accross devices
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Lync mobility accross devices
- 1. www.smartlync.be Lync Mobility, Across Devices
- 2. How do you keep your employees productive on the go… …across places, contexts, and devices?
- 3. Importance of mobile workers 62%of companies planned to have Bring Your Own Device allowances in place by the end of 2013 Over 50%of information workers use 3 or more devices for work 56% of office workers said they are expected to be able to get work done no matter where they are 37% said they do their best thinking outside of the office 53%of office workers would be willing to work more hours to have more flexibility in where and when they got work done
- 4. Lync Enables Mobile Productivity Enable collaboration between distributed teams Support telework Drive productivity Enhance business processes
- 5. www.smartlync.be Lync works across major platforms: PC, Mac, iPad, Windows Phone, iPhone, Android Device optimized, consistent experiences Microsoft Mobile Productivity Get work done,anywhere
- 6. …from the office … from home Lync room systems for great conferencing solutions IM, presence, conferencing, and voice … from the road Mobile access to meetings, contacts, voice commands
- 7. 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 Security with Lync and Skype
- 10. www.smartlync.be • All participants in the office gather and use the Lync Room System while others join remotely • An operations manager can show a production issue using a web camera • A VP schedules an 8am status call tomorrow. Stan needs to report a resolution of the issue Stan organizes video conference,
- 11. www.smartlync.be • Stan turns on his mobile phone to find the supervisor on duty via Lync presence • He sends an IM to confirm that yesterday’s production issues has been resolved The next morning,
- 12. www.smartlync.be • Stan logs into his Surface (or other tablet) at home and sets his Lync status to Available • He calls the plant control room via Lync to get a report on the incident. The operator is away for a second, but calls Stan back via Lync and provides an update. After breakfast,
- 13. www.smartlync.be • Using Lync on his tablet, using one click to join, instead of remembering long passcodes • Stan uses the whiteboard to illustrate the equipment malfunction at the plant and its resolution Stan joins the status call ProblemArea • He shares his risk management plan presentation
- 14. www.smartlync.be • Stan transfers the conference to his mobile phone so he can listen in the taxi on his way to catch an international flight to visit a customer • Even on his phone, he can view shared meeting content Stan has to leave meeting early • While in the security line, Stan uses voice command “Lync, play voicemail” to listen to a new message
- 15. www.smartlync.be • Stan connects to Skype Enterprise WiFi for a more secure, fast internet connection • While at the airport, he opens the latest sales presentation from the SharePoint team site, has an IM chat with legal, and makes a minor adjustment, and saves back to the site using his laptop, tablet, or phone When his flight is delayed,
- 16. www.smartlync.be • He connects to customer’s corporate WiFi • He can choose to ring his phone, tablet, or both • Stan receives an equipment alert via Lync. Stan finds an available services worker in the equipment group contact list via Lync Mobile • Stan initiates a chat and escalates it to a call to discuss options When he arrives at customer site, Favorites Plant Managers Customers Equipment Maintenance
- 17. www.smartlync.be • He needs to ask a question to the equipment installation company, so he locates an available representative on Skype using Lync on his tablet While the service worker makes repair, • They have a video conversation to visually examine the equipment problem and identify a resolution together • When resolved, the services worker sends an IM to Stan which he receives via Lync Mobile on his phone
- 18. www.smartlync.be • Stan takes advantage of Skype WiFi for great connectivity at a low cost • Using Lync on his laptop, he calls his wife on her Skype account via Xbox to tell his family he arrived safely. Stan avoids costly international phone charges. Back at the hotel,
- 20. www.smartlync.be Solution Aspect is an IT Services company that is using Lync to help reduce costs, create a common culture, and improve productivity. Benefits Reduced costs by $300,000 per year to support employees who work from home Reduced mobile phone usage by 30% Eliminated $275,000 a year in PBX maintenance costs Reduced conferencing by 90%, saving $1.2 million Save $300,000 annually by eliminating T1 lines “Since deploying Lync, we rely on it for communications. It’s how we know where people are, if they are available, and how to contact them to solve problems.” — Ivan Wood, Architect for Infrastructure and IT, Aspect Customer Success
- 21. 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
- 22. www.smartlync.be Solution Bridgestone Australia deployed Lync to improve its communications capabilities, resulting in accelerated business processes and stronger relationships among employees. Benefits High availability solution at a low cost Easy to set up communications at remote sites “Our salespeople need to be responsive to their customers. With the Lync Mobile client on their Windows Phones, they are able to see who is available and send them a quick instant message or give them a call. They no longer waste time leaving voice mail for people who aren’t available.” — Graham Burkin, Infrastructure Manager for Bridgestone Australia Customer Success
- 23. 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 employee communications 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
- 24. www.smartlync.be Solution Beauty retailer Sephora looks to take advantage of Lync connectivity with Skype, which allows Sephora’s traveling workforce to connect with family, friends and suppliers. “Some of our employees are on the road for two to three weeks at a time, and they want to see their families. We want to provide them with tools like Lync [connectivity] with Skype so they can communicate with their families face-to-face while they are traveling.” — Shah Nagree, VP of IT Operations and Store Systems, Sephora Customer Success Benefits Increased productivity and flexibility with work-from- anywhere solution Anytime access to external suppliers using Lync- Skype connectivity Improved work-life balance Reduced devices cost by promoting BYOD strategy
- 25. www.smartlync.be Solution British Airways implemented Office 365 and Yammer to help colleagues work on mobile devices so they can share expertise, improve service, increase engagement with the brand, and drive business strategies. Benefits Improve customer service Build company spirit “We looked at a large variety of solutions before we chose Office 365. We wanted a safe, secure solution that was cost effective and ran out-of-the-box on multiple mobile devices and operating systems.” — Julie Boddy, Business and Technology Improvement Manager, Service Transformation Department, British Airways Customer Success
- 26. © 2014 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
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- KEY POINTS: Mobility is a widely recognized megatrend bringing opportunities and risks. SCRIPT: You are probably hearing many of the same things from your peers, the media and within your own company. Mobility and mobile productivity have become a widely recognized megatrend. People are engaging en masse in mobile computing- nearly 80% of workers spend at least some portion of their time working out of the office. And over half (56%) of office workers said they are expected to be able to get work done no matter where they are, and more than one third (37%) said they do their best thinking outside of the office. The number of devices is increasing- 52% of the information workers in a 2012 Forrester survey used three or more devices for work Device choice is expanding- 62% of companies either already have Bring Your Own Device allowances in place, or plan to by the end of 2013 53% of office workers would be willing to work more hours to have more flexibility in where and when they got work done Other metrics that can be used: In new online study conducted by Harris Interactive, over half (56 percent) of office workers said they are expected to be able to get work done no matter where they are, and more than one third (37%) said they do their best thinking outside of the office. The study also uncovered some surprising things people would give up to accomplish more from wherever they are. More than half of office workers (53%) would be willing to work more hours – and one in five (20%) would be willing to take a pay cut – to have more flexibility in where and when they got work done. The study also found more than half (56%) of office workers consider access to the documents they need a “must have” while working away from the office; and half (50%) feel security and privacy are an important consideration when working away from the office. The average cost of a data breach is approximately $194 per record or $5.5M per incident. Ponemon Institute, 2012 52% of the information workers in a 2012 Forrester survey used three or more devices for work http://blogs.forrester.com/frank_gillett/12-02-22-employees_use_multiple_gadgets_for_work_and_choose_much_of_the_tech_themselves> 90% of enterprises will have two or more mobile operating systems to support in 2017. Gartner Press Release, Gartner Says Two-Thirds of Enterprises Will Adopt a Mobile Device Management Solution for Corporate Liable Users Through 2017, October 25, 2012, http://www.gartner.com/newsroom/id/2213115 32% of employees use two or three PCs for work from multiple locations. THE STATE OF WORKFORCE TECHNOLOGY ADOPTION: GLOBAL BENCHMARK 2012, FORRESTER RESEARCH, INC., APRIL 12, 2012 67% of the people who use a smartphone for work and 70% of people who use a tablet for work are choosing the devices themselves. Bring The Business Case For A Bring-Your-Own-Device (BYOD) Program, Forrester Research, Inc., October 23, 2012 The focus is on productivity, not on abstract notions of ownership or IT standards. Indeed, 67 percent of the people who use a smartphone for work—and 70 percent of those who use a tablet for work are choosing the device themselves—not necessarily thinking about whether their enterprise will support it. THE STATE OF WORKFORCE TECHNOLOGY ADOPTION: GLOBAL BENCHMARK 2012, FORRESTER RESEARCH, INC., APRIL 12, 2012 95% of information workers use at least one self-purchased device for work. 28% of store visits ended with an average of $132 unspent due to abandoned purchases driven by deal-habituated behavior, out-of-stocks, limited store associate assistance and long check-out processes. http://www.progressivegrocer.com/top-story-shoppers_are_better_informed_than_store_associates__study-31950.html When it comes to mobile software initiatives, IT's budget control decreased by 51 percent year over year, whereas the CEO's budget influence increased by 64 percent and line-of-business manager's by 69 percent. Aberdeen Group However, when it comes to the financial services sector, it has a BYOD tablet adoption of nearly 50 percent, several times the adoption rate of the next closest industry. Employees in the financial services industry see great value from tablets due to the nature of their face-to-face work. The Aberdeen Group found that BYOD costs companies 33% more, on average, than a company-owned policy. 84% of mobility innovators were motivated to pursue mobility by business drivers http://www.symantec.com/about/news/resources/press_kits/detail.jsp?pkid=state-of-mobility-survey-2013 Mobility innovators are seeing significantly higher revenue growth and higher profits than traditional organizations are, by nearly 50 percent. http://www.symantec.com/about/news/resources/press_kits/detail.jsp?pkid=state-of-mobility-survey-2013 55% of losses due to out-of-stocks could very likely be recovered with store associate interventions; specifically, when store associates have the capability to track down the item and offer a solution, most customers will complete their purchase with that retailer. http://www.progressivegrocer.com/top-story-shoppers_are_better_informed_than_store_associates__study-31950.html 55% of the companies surveyed reported some form of security issue over the past year, mostly in conjunction with lost or stolen phones. http://moreinfo.ipass.com/mobile-enterprise-report.html 29 percent of respondents said they use social media for work purposes. http://moreinfo.ipass.com/mobile-enterprise-report.html
- KEY POINTS: Microsoft is a thought leader in mobile productivity- we’ve talked with and helped many customers. Some key opportunities/challenges that fit with Lync positioning and messaging come up consistently: Consistent user experience across devices/platforms Enable collaboration between distributed teams. Expectations from either employees or from the organization or both, to access data and stay in sync from virtually anywhere and anytime Protecting data across devices and the cloud. IT must consider mobile device management and security SCRIPT: We’ve engaged with many customers on mobile productivity. And when we look across those companies to get a sense for what they are doing with mobile productivity; 3 things come up time and again. Which is what we are going to talk about today. The first is providing a consistent user experience across devices and platforms. So that workers can get work done wherever they are. Hamburg Port Authority is responsible for the 2nd largest port in Europe. Its 1,900 employees work on ships, the waterfront and in offices across the harbor. And they depend on communications and access to information which is critical to its operations. They wanted to enable their employees’ modern devices to be equipped with familiar tools so that they could work from anywhere in the port, including the deck of a container ship, and not have to return to their office desktop computers. The second is how to keep in sync not just with people, but with data and documents, when both employees and companies now have anywhere, anytime expectations regarding access. Let’s take another example. Kindred Healthcare is the largest diversified post-acute healthcare provider in the U.S. It employs 76,000 people at thousands of facilities, including transitional care hospitals, rehabilitation hospitals, nursing and rehabilitation centers, and home health care. Kindred has grown through mergers and acquisitions over the years and has been dealing with the challenge of communicating and collaborating with these dispersed employees: to communicate corporate messages clearly and shape the company culture. to share best practices and connect with experts. And still ensure healthcare regulatory compliance across these multiple systems. Which leads us to the final topic… How to manage and secure the information on these mobile devices. Of course, companies want users to be as productive as possible. However, they also have to take responsible steps to ensure that data is kept as safe and secure as possible. As we saw, the stakes can be high.
- Important to note: We created a familiar UI for Lync that combines the look and feel of the Lync desktop UI with the platform specific capabilities and gesture interactions that users expect on their particular mobile OS. For example, we use the Windows immersive UI, design and gesture interactions for Windows Phone and Windows 8, while using an iOS specific persistent tab interface for iPhone and iPad. KEY POINTS: Microsoft’s mobile productivity vision includes the ability to work across devices without compromising the productivity experience. Microsoft offers: a cross-platform solution Consistent but device optimized experiences SCRIPT: When talking about Microsoft’s Mobility vision, let’s start with the ability to work across devices. Going mobile now means the ability for a user to pick up any device in the context of what they are doing, and have the ability to be productive with: Great experiences across platforms- People bring and expect to use their favorite device, whether that’s based on Windows, iOS or Android. You want to both attract those workers and give them the opportunity to do their job in the best way possible by supporting them across device platforms. Microsoft’s productivity tools can help you be productive across the major platforms. Device optimized experience- We’ve created experiences that are engaging- with a clean, fast and fluid experience. It’s also an experience that’s optimized for the device you are on- working great with the input for the device- touch and pen on a table for example, or mouse and keyboard on a laptop- and is optimized for the screen size. So you can get your work done where, when and how you need, whatever the context requires.
- KEY POINTS: Stay in sync with people through pervasive communications capabilities, on whatever device Microsoft’s productivity solutions allow you to stay in sync with people from the office, from home, and from the road. SCRIPT: Microsoft Lync also helps you stay in sync, empowering people to communicate and collaborate more effectively. Stay in sync from the office IM, presence, conferencing and voice from your PC, laptop or Mac Lync room systems - Lync Room System is a meeting room solution consisting of integrated hardware and software delivered by our partners and optimized to join Lync meetings. Lync Room System enables attendees to join an online meeting with one touch and be ready to collaborate with remote attendees in seconds Stay in sync from home IM, presence, conferencing, voice from your home PC, laptop, or phone The Lync mobile client supports a variety of features relevant to collaboration, including presence, instant messaging, address book search, contact list, call forwarding, simultaneous ringing, time of day routing, extension dialing, presence, contact information (including photo, work phone, email, IM, office location, company), calendar integration, call via work, one-touch conference join, dialpad, conversation history, visual voicemail (via Exchange Server), and push notifications. Stay in sync from the road Click-to-communicate capabilities such multiparty HD video conferencing with document sharing, shared notes and whiteboarding, for more effective meetings across device types. (Ex: Lync Meeting) Voice commands Join the next Lync Meeting - “Lync, join [my] next meeting” Join the current Lync Meeting - “Lync, join [my] current meeting” Show the next Lync Meeting - “Lync, show [my] next meeting” Show the current Lync Meeting – “Lync, show [my] current meeting” Show the calendar in Lync - “Lync, show [my] meetings” Play the voicemail -”Lync, play [my] voicemail” Show the voicemail - “Lync, show [my] voicemail”
- 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
- The next slides 9-19 represent a day in the life (or rather 2 days in the life) or an individual, showing how he uses Lync in a variety of ways from a variety of devices. A couple of notes Lync works across multiple devices and because of this, you should only have 2 devices. In this case we show a Surface tablet and phone. But others may have just a laptop and phone or PC and phone. The story could easily work with a user having a laptop and phone. We highlight a manufacturing executive, but this could represent almost any worker who travels.
- Beginning of storyline Now that you understand our vision for mobility, let’s see it in action. This is Stan. He is a manufacturing production executive who (slide 11) Attends a video conferencing in the office (slides 12-14)- The next morning, he works from home to resolve an issue and join a conference call via Lync (slides 15-16) He goes to the airport to catch a flight and stays productive prior (slides 17-18) He is able to stay in touch with his manufacturing plant workers while out of the country visiting a customer (slide 19) He stays in touch with his family via Lync-Skype connectivity
- Key Concepts Lync Room System Next Gen Conference Room Video to visualize issues Lync Room System is a meeting room solution consisting of integrated hardware and software delivered by our partners and optimized to join Lync meetings. Lync Room System enables attendees to join an online meeting with one touch and be ready to collaborate with remote attendees in seconds. The features of Lync Room System include: 1. High definition touch displays (1080p) for showing video and enabling collaboration. Lync Room Systems are available with 1 or 2 front of room touch displays depending on room size 2. High definition video camera for capturing the room in full 1080p resolution 3. Wideband audio for clear sound from the room and to the room 4. Table-top touch meeting console to enable the meeting controller to manage the meeting without distracting the other attendees Lync Room System Edition software is a full Lync client optimized to bring the immersive meeting experience to a meeting room setting. When joining the meeting, content and video are automatically shown on large screens. The solution includes an interactive whiteboard for immersive collaboration with in-room and remote attendees. Using the console, attendees can switch between different views and manage meeting content, as well as add remote attendees if needed. Lync Room System launches into the meeting calendar view, showing what meetings are scheduled for the room. The console lets you pick the views of the meeting to be shown in the room. The Participants tab of the console shows who’s in the meeting and provides the ability to add, remove, or mute attendees. For IT administrators, since LRS is just another Lync endpoint, it is managed the same way as Lync clients. Whereas existing VTCs require separate infrastructure, LRS is part of the Lync deployment and uses the same server infrastructure. This integrated manageability dramatically reduces the complexity of deployment.
- Key Concepts Lync Mobile Presence across devices The Lync mobile client supports a variety of features relevant to collaboration, including presence, instant messaging, address book search, contact list, call forwarding, simultaneous ringing, time of day routing, extension dialing, presence, contact information (including photo, work phone, email, IM, office location, company), calendar integration, call via work, one-touch conference join, dialpad, conversation history, visual voicemail (via Exchange Server), and push notifications. This shows a Windows Phone but this could easily be an iPhone or Android.
- Key Concepts Presence and availability Lync voice, click-to-call Call back and Caller ID Voice calling – call back functionality - Lync provides an alternative ability for a knowledge worker with a computer running the Lync client to tag a contact and receive notification when the tagged contact’s status changes. Presence in Lync also provides the caller knowledge of the status of the called party that exceeds simple telephony. In some cases, another party that is available with equal ability to answer a question or perform a task can be identified, avoiding the need to camp on call-back. Voice calling – caller ID Lync Server 2013 provides a way to manipulate the caller ID for outbound calls. For example, if an organization wants to mask employees’ direct-dial extensions and replace them with the generic corporate or departmental number, an administrator can now do that by using Lync Server 2013 Control Panel to suppress the caller ID and replace it with a specified alternative caller ID. This shows a Surface tablet but this could easily be an iPad, Windows laptop, or phone.
- Key Concepts Join conference without requiring you to remember long, complicated passcodes Web conferencing features: whiteboard, desktop sharing Microsoft Lync Server makes web conferencing easy for more productive meetings and collaborative work. It is highly integrated with the overall enterprise messaging infrastructure and, combined with audio and video conferencing, delivers highly immersive interactions that are simple to manage. Conference attendees can join from leading web browsers to get capabilities such as conference calling, guest user support, PSTN dial-out audio, and desktop sharing on Windows and Mac. The web client experience also enables high-fidelity viewing, file upload and download, presentation viewing, whiteboard, lobby, and presenter access controls. Whiteboard, with the ability to cut and paste content of any type. Once admitted to a conference, dial-in users can select commands using a touch-tone phone keypad. Dial-in leaders can mute all, lock or unlock the conference, and turn entry and exit announcements on or off. All dial-in participants can exercise touch-tone commands to hear help, play a private roll call, and mute self. Lync conferencing supports meeting participants joining via VoIP or PSTN from Windows, Mac, web browsers, Windows Phone 8, iPhones, iPads, and Android-based smartphones. Mobile clients are available in the respective device app stores.
- Key Concepts Transfer call Web conferencing on mobile Voice Commands Lync users can also seamlessly transfer a call or audio conference from their PC-based Lync client to their phone or mobile phone without disrupting the conversation. With Lync 2013, users can quickly switch their communication device during a call. For example, a user could initiate a call from their Windows-based PC, switch to a USB headset, then to an IP phone, and finally to their mobile phone. Users can switch between these clients without interruption of the call using the simple, intuitive Lync user interface. A user does not need to log off their current device to switch to another device or phone. Announced in January 2014, voice commands have been added as a Windows Mobile phone capability. In addition to the out-of-the-box commands below, others can be added. Join the next Lync Meeting - “Lync, join [my] next meeting” Join the current Lync Meeting - “Lync, join [my] current meeting” Show the next Lync Meeting - “Lync, show [my] next meeting” Show the current Lync Meeting – “Lync, show [my] current meeting” Show the calendar in Lync - “Lync, show [my] meetings” Play the voicemail -”Lync, play [my] voicemail” Show the voicemail - “Lync, show [my] voicemail”
- Key Concepts Skype Enterprise WiFi Integration with Office capabilities Skype WiFi for Enterprise is a global Wi-Fi roaming service that keeps employees connected and productive seamlessly, wherever they are in the world. Over 150 Wi-Fi networks, Premium in-flight WiFi on over 1,900 airplanes, over 93% coverage of the world’s top 100 airports, over 63,000 hotel and convention center venues. Lync 2013 brings together key communications tools—like presence, IM, audio conferencing, desktop sharing, video, instant meetings, and VoIP—which complement investments in Microsoft Outlook, SharePoint, Word, and Exchange through the following features and capabilities: Find and communicate with the right person at the right time • Presence icon throughout Office, with your identity and contact card • Communication controls embedded in the Office contact card (IM, call, video, email) • Tagging alerts for contacts • SharePoint skill search • Privacy controls—five access level groups give users control on when and how they can be contacted through IM and voice Streamline communications by getting the most from your Outlook inbox • IM and voicemail history and search embedded in Outlook • Exchange out-of-office displayed in presence • Presence status (such as “in a meeting”) derived from Exchange calendar • Simple meeting scheduling and one-click join via the Outlook ribbon • IM contact management via Exchange DLs • Outlook contact search including social contacts (such as LinkedIn)
- Key Concepts Simultaneous ringing Alerts with CEBP (Communication-Enabled Business Process) Escalation Call handling—answer a call or have it forwarded to voice mail, a mobile phone, another public switched telephone network (PSTN) number, or to a delegate assigned to answer calls. Lync 2013 provides simultaneous ringing (or forwarding) of any mobile device when the user’s extension is called. Users can easily enable and configure this feature through the Lync client. If a call goes unanswered, it is redirected to the user’s Exchange UM mailbox where a personal attendant can be used for further options or to leave a message. Click-to-Call—Click a user in the presence client or contact list to initiate a phone call. • Click-to-Video—Click a user in the presence client or contact list to initiate a video call. • Click-to-Conference—Select multiple users in the presence client to initiate a multi-user ad hoc chat conference. Anywhere access—use Lync calling features from a desktop, laptop, or mobile device all without requiring a VPN.
- Key Concepts Presence on mobile devices Video conferencing to visualize issues Lync-Skype connectivity for collaboration with small partners When talking to another user with Lync, users can easily add text, video, or desktop sharing to the call. Lync supports ad hoc escalation to desktop sharing. Once in a multi-party IM session, the user simply selects the call icon (if enabled by the system administrator), and all parties receive an immediate invite to join Lync’s audio conference bridge. Lync-Skype Connectivity opens a new communications door for enterprises searching for inventive and differentiated opportunities for new customer acquisition, customer retention, and business-to-consumer communications. With version 2, we now use standard NAT traversal protocols, Signalling is encrypted with TLS and media uses sRTP directly between callers. We’ve standardized Codecs between the clients and have added Video !! Configuring Lync/Skype Connectivity http://technet.microsoft.com/en-us/library/dn440173.aspx Public IM Provisioning https://pic.lync.com The Lync Blog http://blogs.technet.com/b/lync/ Lync TechNet Library http://technet.microsoft.com/en-us/library/gg293124.aspx Lync-Skype Connectivity Announcement http://blogs.technet.com/b/lync/archive/2013/02/28/lync-skype-connectivity-arriving-by-june-2013.aspx
- Key Concepts Skype WiFi Enterprise Lync-Skype connectivity Skype on Xbox Lync, Skype to reduce mobile charges, international phone charges Skype WiFi for Enterprise is a global Wi-Fi roaming service that keeps employees connected and productive seamlessly, wherever they are in the world. Over 150 Wi-Fi networks, Premium in-flight WiFi on over 1,900 airplanes, over 93% coverage of the world’s top 100 airports, over 63,000 hotel and convention center venues. Skype is available on Xbox
- Case study: http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=710000001835 Situation Aspect helps customer-centric organizations deliver a next-generation customer experience through software solutions that exploit enterprise communications and collaboration platforms. Challenge It had grown quickly through acquiring companies that enhanced its products and services, which resulted in disparate communications solutions and siloed branches of the organization. Solution Aspect upgraded to Microsoft Lync Server 2013 to help further reduce costs and provide a more comprehensive communications solution to create a unified culture.. Benefits Reduced costs by $300,000 per year to support employees who work from home Reduced mobile phone usage by 30% Eliminated $275,000 a year in PBX maintenance costs Reduced conferencing by 90%, saving $1.2 million Save $300,000 annually by eliminating T1 lines
- 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
- Company Bridgestone Australia, headquartered in Adelaide, Australia, is a subsidiary of Bridgestone Corporation—the largest tire manufacturer in the world. Challenge Bridgestone relied on an aging phone system and email for the majority of its communications. This led to high costs for phone communications and slow business processes. Solution Bridgestone deployed Microsoft Lync Server 2013 to replace its aging private-branch exchange systems and provide instant messaging, presence, and conferencing capabilities to speed communications. Benefits Reduced costs for telephony More agile business processes Improved business relationships More efficient sales efforts Reduced costs for travel http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2013/Bridgestone-Australia/Bridgestone-Drives-Costs-Down-and-Improves-Agility-with-Voice-Solution/710000002269 Sales “Our salespeople need to be responsive to their customers,” says Graham Burkin, Infrastructure and Support Manager for Bridgestone Australia. “With the Lync Mobile client on their Windows Phones, they are able to see who is available and send them a quick instant message or give them a call. They no longer waste time leaving voice mail for people who aren’t available.” Team Building “With the HD profile photos and multiparty videoconferencing, we are developing a greater sense of community,” says Graham Burkin, Infrastructure and Support Manager for Bridgestone Australia. ERP “We are doing a big ERP project right now and have consultants and staff from many offices working together,” says Adam Gjorgjievski, IT Communications Specialist at Bridgestone Australia. “They use Lync to share their desktops and work out implementation issues remotely.” Contact Center The service desk always found it difficult to hold meetings, because they always had to be available to answer calls. Now they have started using group conversations instead. “Everyone can now participate in the meeting and still be at their desk taking calls,” says Graham Burkin, Infrastructure and Support Manager for Bridgestone Australia. “Lync instant messaging is a great way to multitask.” The service desk staff can also use instant messaging to reach out to subject matter experts while they are on the phone with customers to get an immediate answer to a question. Costs One of the primary drivers for the Lync project was the cost and difficulty of maintaining the existing PBX equipment at Bridgestone. Moving to a centrally managed Lync deployment has alleviated this issue and reduced the company’s maintenance budget. Implementing least cost routing to avoid toll charges on calls between Australia and New Zealand will also have a large budget impact. By using Lync 2013, Bridgestone employees and contractors can avoid travel. “Instead of traveling for meetings, we are holding more videoconferences by using Lync,” says Adam Gjorgjievski, IT Communications Specialist at Bridgestone Australia. “With contractors, we can avoid being billed for the cost of travel and travel time.” Skype The sales force has a lot of area to cover and spends most of its time out of the office. Lync Server 2013 provides some unique benefits for this team. They regularly update the franchisees that sell Bridgestone tires, often traveling from store to store. With the Skype connectivity, Bridgestone expects the sales team can use Lync 2013 to talk with the stores through their Skype clients.
- 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
- Source: http://www.microsoft.com/casestudies/Microsoft-Office-365/Sephora/Beauty-Product-Retailer-Enables-Work-Life-Balance-with-Office-365-ProPlus/710000002062 Note: As of November 2013, Lync-Skype Connectivity allows users to add contacts, 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. Organization Profile Sephora is a worldwide retail beauty business with approximately 1,650 stores in 29 countries. Its North American headquarters is located in San Francisco, California. Business Situation Because it is dedicated to innovation and encouraging a healthy work-life balance among employees, Sephora’s North American headquarters sought a solution for connected, modern communications and collaboration. Solution Sephora upgraded to Microsoft Office 365 ProPlus because it is easy to deploy and it capitalizes on modern devices and anywhere access to information, enhancing the work-life balance for employees. It plans to take advantage of Lync-Skype connectivity. Benefits Improves productivity Enables a better work-life balance Eases administration Mitigates risk of business disruption Lowers costs
- Case study: http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=710000003409 Situation Based in London, England, British Airways is a leading global airline, operating in excess of 300,000 flights every year to more than 160 cities with a fleet of more than 240 aircraft. Solution BA decided on Office 365, including Office 365, including Lync Online vs. other solutions. Benefits Empowers deskless workers Improves customer service Builds company spirit First step toward global collaboration