enterprise unified communications strategies tyler bryson ... · smb customers adopt conferencing...
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Connected and Complete: Enterprise Unified Communications Strategies
Tyler Bryson | Microsoft Corporation
This year… the world’s mobile worker population will reach the one billion people mark
… which is more than a third of the world’sworkforce this will grow to nearly 1.2 billion
By 2013….
Communications Are Being Transformed
▪ Number of long distance calls made over wireless network exceed those made via wireline in U.S
▪ Mobile devices are pervasive and becoming smarter: 4.8B WW subscribers, smartphones growing rapidly
▪ Communications are evolving from phone calls to include text, data and multimedia
▪ PC incorporates voice: Skype is the largest single international ‘carrier’ with over 50B minutes per year
▪ Work from home: 63 million will telecommute in U.S. by 2016
▪ Virtual meetings on the rise: Videoconferencing technology could replace 20% of business travel WW
▪ SMB customers adopt conferencing rapidly (already 50% of market and growing faster than Enterprise)
Shift from Wired to Wireless
Convergence of Voice, Text and Data
Changing work and life style of people
Sources: U.S. SMB Landline Displacement 2010–2014 Forecast Wireless Replacement Accelerates : May 2010 Forrester, Inc., 2009 Workforce Techno Graphics survey
Authentication
Administration
Storage
Compliance
Audio Conferencing
E-mail and Calendaring
Web Conferencing Telephony
Video Conferencing Voice Mail
Instant Messaging (IM)
Common Communication Silos
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Authentication
Administration
Storage
Telephony and
Voice Mail
Instant Messaging
E-mail and Calendaring
Unified Conferencing: Audio, Video,
Web
Unified Communications
On-Premises In the Cloud
So What’s Holding Us Back?
• The CFO wants to keep ‘the old phones’ to save money.
• The Sales VP wants his group (world-wide) to stay on PBX telephony until the UC system is ‘tried and tested.
• The CIO wants to roll out UC on a schedule of 1,000 users per month to stay within his financial and staffing budgets.
• The employees “give up” on using communications that aren’t intuitive and go back to old ways of work.
UC Needs To Solve Pains
IT needs to:
Simplify and reduce the cost of communications
Maintain compliance and prevent information leakage
Support many users with diverse needs
Extend existing investments
The business needs to:
Manage communications overload
Communicate with globally distributed customers and partners
Maximize productivity and innovation
Attract and retain talent
IT Pains Business Pains
UC Strategy Pillars...
Reduce costs and drive business outcomes
Truly converged user experience
Converged voice functionality
Audio, Video, and Web Conferencing
Simplify deployment and migration through interoperability
Interoperable and extensible platform Choice through interoperability
IT resources maximized with the cloud
Enterprise Voice and Telephony
Drive adoption through ease of use
Consistent experience across applications Consistent experience across devices
Instant Messaging and Presence
1. Connect with others through contact photos, activity feed and interactive contact card in Office
2. Move easily from instant messaging into ad-hoc online meetings, including audio, video and screen sharing
3. Conduct online presentations including audio, video, app sharing and a virtual whiteboard
4. Invite external contacts to easily join ad-hoc or scheduled meetings via a PC or web based client
5. Connect with customers and partners through IM, audio and video federation
Driving Adoption through Converged User Experience Users can benefit from a single client experience for IM, voice, video, and data sharing
Reduce Travel Expenses
Reduce Telephony and Audio Conferencing Charges
Lower Real Estate and Facility Costs
Lower Messaging Costs
Reduce Cost of Communications Systems
Decrease Costs
Note: Results are based on customer evidence. Visit www.microsoft.com/uc/ and www.microsoft.com/casestudies to learn more.
Save
20–40%
Save
50–80%
Save
20–40%
Save
30–40%
Save
40–60%
For each 1000 employees, companies spend ~$100K per year for audio conferencing.
Total Cost per year for 1000 employees = $102,240
Total cost per month for 1000 employees =
$8520
On average, every employee spends 2 hrs per month on audio conferencing
Usage of audio bridge for 1000 users per month = 2000 hrs or 120,000 min
Total CPM (Cost Per Minute) = 7.1 cents per minute
CPM per end point = 6.1 Cents per minute*
Access Cost of toll free # = 1 cent per minute
*Frost & Sullivan Study N3DE -64, August 2008 Publication “North American Audio Conferencing Markets”
Actual costs are higher when cell phone and long distance charges are included.
Company Specific Information
CPM per end point ? Cents/min
Access Cost for
Toll free #
? Cents/min
Avg. usage of
conference per
employee
? Hrs/month
Total number of
employees
?
Total cost per
month
?/month
Total cost per year ?/year
Companies can cut ~$88K per year on audio conferencing costs for each 1000 employees.
Companies can cut $88K on audio conference costs per year for each 1000 employees with Lync Server 2010.**
Total audio conferencing costs per year = $14,400 per year**
Total audio conferencing costs = $1200 per month
Total Usage of bridge = 2000 hrs/month or 120,000 min/month
Average usage per employee = 2 hrs/month Total number of users = 1000**
With Lync/Lync like, CPM per end point = 1 cent per min
Costs of using the audio bridge = 0 Access charges for 1-800 # =1 cent per min.
*Cost savings are higher than $88K as cell phone & long distance charges for audio conferencing are ignored.
** Assuming 100% adoption
For each 1000 employees, companies spend ~$100K per year in web conferencing.
Total web conferencing cost for each 1000 employees = $100,800 per year
Total web conferencing cost for each 1000 employees = $8400 per month
On average, every employee spends 1 hr per month on web conferencing
Usage of web conferencing for 1000 users per month = 1000 hrs or 60,000 min
Total CPM (Cost Per Minute) = 14 cents per minute*
*Frost & Sullivan Study N331 -64, June 2008 Publication, “North American Web Conferencing Services”
Web conferencing is often bundled with audio conferencing. However, we have ignored the audio conferencing
costs in our calculation.
Company Specific Information
CPM per end point ? Cents/min
Avg. usage of web
conference per
employee
? Hrs/month
Total number of
employees
?
Total cost per month ?/month
Total cost per year ?/year
Companies can cut ~$100K per year on web conferencing costs for each 1000 employees
Companies can cut $100,800 on web conferencing costs annually for each 1000 employees with Lync Server 2010**
Total web/video conferencing costs per year = $0 per year
With Lync on-premises, CPM per end point = 0 cent per min
Cost of web conference = 0 per user per month
*Cost savings are higher than $88k as savings from audio conferencing conducted during web conferencing are
not included.
** Assuming 100% adoption
Microsoft Internal Usage Driving Cost Savings
Improved Productivity and Greater Flexibility for the Global Workforce
Ad hoc collaboration Planning Meetings Customer Meetings Global Development Teams
Usage (June 2010)
Instant Messaging
▪ unique
users - 97M
messages per
month
Online Meetings and
Ad hoc collaboration
▪ monthly
scheduled meetings
▪ ad hoc
desktop sharing
sessions per month
Reservation-less
Audio Conferencing
▪ monthly
audio conferences
▪ minutes of
audio conferencing
per month
Enterprise Voice
▪ people rely on
OCS for all
communications
▪ sites,
calls and
minutes /month
Business Value
▪ per month from audio conferencing service
▪ per year in telephony support costs
▪ Facilitates per year reduction in travel
Learning
▪ User education drives the experience
▪ Cultural change required to maximize the return
▪ Network planning essential to success
▪ Optimized devices improve user satisfaction
Improve End-User and Team Productivity
Complete Projects Faster
Shorten Sales Cycle
Attract and Retain Employees
Improve Business Outcomes
Resolve Customer Issues Faster
Up to 10%
Up to 20%
Up to 20%
Up to 30 min/day
Note: Results are based on actual Microsoft customer evidence and a composite case study of a 4,000-person company developed from interviewing 15 companies. Please see the Total Economic Impact™ of Microsoft Unified Communications white paper issued by Forrester Research.
Varies by customer
UC & Collaboration in Action: Condition Based Maintenance
Instead of operating in a ‘run to
failure‘ mode, we’ve succeeded in
capturing system knowledge in
intelligent systems that allow us to
identify problematic equipment
before a failure.
Condition Based Maintenance
Process Engineer
SharePoint
SEARCH
SharePoint
SharePoint Search Results
Condition Based Maintenance
Compressor Issue
Lync
Process engineer:
My compressor is acting up…
Regional Manager: We’re aware.
Replace the bearings, here are
details: link
Condition Based Maintenance:
SharePoint Search Results
Condition Based Maintenance:
SharePoint Search Results
Compressor Performance History
PI Compressor Data (RtWebParts)
Condition Based Maintenance:
SharePoint Search Results
Condition Based Maintenance:
SharePoint Search Results
Work Order Form
Compressor Bearing
SUBMIT
SharePoint Wiki Post
3/31/2009
Known Compressor Issue
Condition Based Maintenance:
SharePoint Search Results
Interoperate A Phased Migration for users, systems and devices
Add
Enhance
Replace
Full and Seamless UC Experience
IM, Presence, Conferencing, Voice
Highly Cost-effective to Purchase and Manage
Full and Seamless UC Experience
Allows Employees to Use PC or Phone for Voice Calls
Eliminates Costs for Conferencing Services
Can Use PC for Full Audio, Video, and Web Conferencing Experience
Provides Rich Roster Controls
Interoperate A Phased Migration for users, systems and devices
• Integrating with the PSTN and SIP Trunks;
• Integrating with an array of legacy PBX systems;
• Integrating pre-existing telephony with the underlying UC platform to
provide consistent routing;
• Deploying UC in the remote Branch office that will continue to operate in
an IP outage;
• Protecting the enterprise network from intrusion and attack;
• Enabling a phased migration from legacy telephony to UC;
• Managing the impact of wide-band codecs on networks that were not
designed for UC;
• Facilitating the re-use of costly legacy phones in the UC environment, as
well as enabling FAX terminals;
• Facilitating remote management of data center or branch office systems;
• Finding a modular chassis that will scale economically up to 1,000 users;
• Replacing costly voice mail systems with Microsoft Exchange 2010.
Challenges
One Customer’s UC Journey Sprint
Before Deploying OCS
After Deploying OCS
The Cost Savings Results
Transition from LEC services to Sprint MPLS w/ IP Trunking
Savings = $6m per year in recurring LEC costs
Centralized UC Architecture
Savings = $1.25m per year in Kilowatt hrs
Savings = $2m over 24 mos. In PBX MACs, Maintenance and Upgrades
Savings = $300k/month in Audio Conferencing over IP (pay back immediate)
Overall UC ROI - Payback 15 months
Implement Mobile UC - Sprint Wireless Integration
All mobile to corporate dial plan calls treated as On-net - traverses the MPLS network (Mobile over MPLS vs. Mobile over PSTN)
Drives down mobile billable usage & LEC circuit costs
Business Benefits
1. Define a business case Define your business goals and objectives – create a detailed project plan
2. Check infrastructure readiness UC is a new service, make sure your infrastructure can support it through Network assessments / UC assessments – hardware – physical or virtual 3. Get user buy-in User training is key. Generate excitement and get them trained well ahead of the actual deployment 4. Stage a phased deployment Start with a pilot that includes your “power users” or highly collaborative teams. Start with a smaller test group, but lay the foundation for your global needs 5. Support / Training Make sure you are setup with tier-1 and tier-2 support. Give your users a mechanism to provide real-time feedback
Next Steps on UC Journey
Q&A Thank you!
©2010 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista 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.