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Lync, Skype
in Communications & Media
www.smartlync.be
1
billion
By 2016,
smartphones
and tablets
will reach 1
billion
consumers
56%
of office workers said they...
www.smartlync.be
Vision for Communications and Media
Empower your people with integrated, connected solutions that help
yo...
Lync and Skype Scenarios
 Field service mobility
 Remote call center agents
 Customer-initiated customer service
 Assi...
Benefits
Field service mobility
 Improve productivity with enriched
collaboration tools (video, desktop
sharing, presence...
Benefits
Remote call
center agents Cheryl relays the
information to the
customer and agrees
to make an
adjustment.
 Faste...
Benefits
Customer-initiated customer
service
 Simplify customer acquisition
 Improve customer satisfaction and
customer ...
Benefits
Assisted selling
for Telco retail
stores
Associates
Associates
Head Office
Sara is a retail sales
associate whose...
Benefits
 Reduce time communicating
marketing ideas, improve sharing
of information
 Reduce travel costs
Connected marke...
Benefits
 Reduce time to market with faster
reviews and updates
 Reduce travel costs
 Improve product quality and
desig...
Benefits
Responding to an RFP
 Improve team collaboration across
global locations, reducing sales
response time
 Improve...
Benefits
 Reduce time spent on screen tests
 Make better casting decisions with
access to more talent options
 Reduce c...
Benefits
Live interviews from
almost anywhere
 Improve programming quality
 Increase home audience
engagement
 Reduce c...
Benefits
 Faster reporting; on-location
reporting
 More robust reporting from multiple
sources, including citizen
journa...
Benefits
 Faster decisions on revisions
 Reduce risk of going over-budget
on costs related to time delays
 Reduce risk ...
Benefits
 Improve ad pitch quality by
improving meeting preparation
 Reduce travel costs
Remote ad pitch
preparation
Ad ...
Benefits
 Faster approvals, time to publish
 Provides a document record of
approval to meet compliance
requirements for ...
www.smartlync.be
Solution
Sprint recently upgraded to Lync Server 2013 to provide
enhanced communication, collaboration, a...
www.smartlync.be
Solution
As Switzerland’s largest telecommunications provider,
Swisscom depends on Lync to help employees...
www.smartlync.be
Solution
TP Group is one of the largest communications
companies in Central Europe. It deployed Lync for
...
www.smartlync.be
Solution
TV Record was the first broadcast TV service in Brazil.
Record used Lync extensively during the ...
www.smartlync.be
Solution
Showcase Magazine publishes regional magazines. The
company adopted Microsoft Office 365. It use...
www.smartlync.be
Solution
When Hurricane Sandy struck New York City, the 400
employees who work at the global headquarters...
www.smartlync.be
Eric Whitacre's Virtual Choir, Live at TED 2013
Recording
Solution
Eric Whitacre staged a choir that incl...
www.smartlync.be
Skype Talks With LIVE with Kelly and Michael's
Michael Strahan
Live with Kelly and Michael is a popular U...
www.smartlync.be
Estimated Economic Value of Lync, Skype
all values estimated on per user, per year basis
Drive Personaliz...
www.smartlync.be
Extending Unified Communications Reach
Connecting with Others from Anywhere
Sheryl in her home office at
...
www.smartlync.be
Security with Lync and Skype
Users own accounts
and settings
User-controlled
privacy settings
Communicati...
© 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered tr...
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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

Publié dans : Marketing
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Lync skype in communications and media

  1. 1. Lync, Skype in Communications & Media
  2. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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.

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