Lync, Skypein Communications & Media

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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

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Vision for Communications and MediaEmpower 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

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

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

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.

CustomerCall

Center Agent

Specialist

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

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

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.

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.

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.

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 castingStan 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

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

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

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

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.

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

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SolutionSprint 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

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SolutionAs 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

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SolutionTP 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

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SolutionTV 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

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SolutionShowcase 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

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SolutionWhen 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

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Eric Whitacre's Virtual Choir, Live at TED 2013

Recording

SolutionEric Whitacre staged a choir that included 100 live signers and 32 singers from 32 different countries who connected via Skype from their homes

Customer SuccessEric Whitacre’s Virtual Choir

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Skype Talks With LIVE with Kelly and Michael's Michael StrahanLive 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/

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Estimated Economic Value of Lync, Skypeall values estimated on per user, per year basis

Drive Personalized Consumer Experiences

Enable Remote Workforce – $4,000 per remote

workerDeliver 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

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Extending Unified Communications ReachConnecting 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

#1Microsoft leads the UC market

90of Fortune 100

companies have Lync

Anne, small supplier

(Singapore)

Casey, customer (Tucson, AZ,

USA)

300MConnected users

Lync-Skype

connectivity

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Security with Lync and Skype

Users own accounts

and settings

User-controlled

privacy settingsCommunication

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

© 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.