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Hear how Microsofts move to voice over IP from eircom delivers cost savings
Microsoft IrelandCase Study Voice over IP
2 Case Study — Mircosoft IrelandOverviewSwitching to VoIP from eircom has enabled MicrosoftIreland to remove signiﬁcant costs from its operations,and create further efﬁciencies by using eircom as a one-stop shop for voice services.Dublin-based Microsoft Ireland Operations Ltd. (MIOL), theEuropean headquarters for the global software company,is one of the busiest and most multifunctional campuses inthe Microsoft family. Not only is the Sandyford site hometo the localisation and development work of the EuropeanDevelopment Center, it also handles billions of dollars inrevenue every year for Microsoft, processing all transactionsfrom Europe, Middle East and Africa. With 2500 peopleon-site, including vendors and staff, reliable, high-capacityoutbound voice services are vital for company productivity.Every 2 to 3 years, the company goes to market to seek thebest value service for all of its outbound voice calls, wherevolume has surpassed 6500 calls a month and continuesto grow. Like all organisations in the current environment,Microsoft is facing additional pressures to reduce costs, andit speciﬁed in its most recent voice RFP that it wanted ideasthat could provide further cost savings. After considering itsoptions, Microsoft chose eircom.“Usually, awarding our outbound voice business is just arates auction, but we were very interested in how eircomdemonstrated that its solution would allow us to remove costsby dropping one of our inbound PRAs, ” said Roger Turner, ITManager, MIOL.eircom’s proposal included migrating Microsoft’s outbound callsfrom its existing systems to IP, using eircom business IP Voice.While competitors were also offering IP installations, Roger saidhe was attracted by the integrated nature of the offering fromeircom, which already provides managed PABX services andinbound voice services for MIOL in Sandyford.
Case Study — Mircosoft Ireland 3“There was no issue at allaround implementation, it wasvery smooth once we got thedetails together that eircomneeded, ” Roger recalled. “Theyappointed a very good projectmanager, and I have a goodtelecoms manager here on sitewho is actually provided byeircom as part of the managedPABX and voice contract wehave with them. There were noissues or outages at all.”Roger TurnerSenior IT Manager Ireland / EMEA
4 Case Study — Mircosoft Ireland “Good account managers not only save me time, which of course saves money, but also they do take on the role of being a trusted advisor to me in their area of specialty. This is a commercial world, and like a lot of people I have to do the same or more this year with fewer resources. It’s vital to ﬁnd people who are good partners to work with, and that’s what we get from eircom.” Roger Turner Senior IT Manager Ireland / EMEA
Case Study — Mircosoft Ireland 5Peace of mind with eircom“I felt we would get more from working with eircom. It reduces thenumber of providers I need to deal with — if I have any issue regardingvoice, it’s just my eircom account manager I need to ring, ” Roger said.“Once the economics were sound, and eircom was providing pricing on apar with competitors, what tipped it for me was having one person to talkto, plus the additional beneﬁt of realising savings by dropping the PRA.I like that eircom was offering a holistic approach. ”Excellent call quality to supportworld-class businessIn addition to realising the anticipated cost savings,Microsoft has enjoyed excellent call quality in itstransition to VoIP.“I have had zero complaints about call quality -- and given the extremelyhigh standards of my user base, if there had been any drop in quality,they would have let me know immediately, ” Roger said. “I’ve had nonotiﬁcations at all of quality concerns regarding our move to VoIP. ”MIOL is now in the process of moving its inbound voice to VoIP to drivemore value from its network investment. Roger said that consolidatingits voice services with eircom, especially in light of the excellent accountmanagement eircom provides, was the right move for Microsoft. Heparticularly points to his account manager’s proactivity, eagerness tounderstand his business and business priorities, and initiative in areas likeillustrating with call modeling the anticipated savings for MIOL.“That kind of proactivity isn’t always the case with communicationscompanies -- but it makes a big difference when you have a good accountmanager, ” he notes. “Good account managers not only save me time,which of course saves money, but also they do take on the role of being atrusted advisor to me in their area of specialty. This is a commercial world,and like a lot of people I have to do the same or more this year with fewerresources. It’s vital to ﬁnd people who are good partners to work with,and that’s what we get from eircom.”
Overvieweircom solution at a glance• Working with the Microsoft IT team, eircom • Outbound calls are now brought onto the specialists migrated Microsoft’s outbound eircom business IP network at the Sandyford voice calls to an IP infrastructure, leveraging node and terminated on the public switched Microsoft’s existing eircom IP MPLS telephone network (PSTN). connection. • Call modeling in advance demonstrated to• Installation of additional IP lines and Microsoft that it could achieve cost savings migration onto the IP infrastructure was of around 15% annually, and Microsoft is on completed in around 18 weeks, and switch course to meet or exceed these targets. over was transparent to end users.Get in touchTo ﬁnd out how eircom Voice over IP can beneﬁtyour business, please contact your eircomAccount Manager.www.eircomforbusiness.ie