3 Lync is a pivotal technology to enable business change. Accelerate real estate consolidation. Communicate and Collaborate better and faster - Inside and Outside your Organization Reduce decision time while improving inclusion. Improve front line services, engage more effectively with customers.

Reduce travel expenses. Reduce audio conferencing charges. Reduce telephony charges. Reduce cost of communication systems. Lower real estate and facility costs.

End-user hard phone devices versus soft phones ($300 versus $30+$50 for headset) Additional routers, switches and power backup ($11/user/year) Additional power to run and cool network gear ($13/user/year) Additional VPN equipment for remote workers ($12/user/year) Power over Ethernet switches and cooling costs ($49/user/year) Need to rip and replace PBX to enable any UC capability to users ($$)

Business Objectives 6 What Business Requirements are driving Universal Communications? Mobile Workforce Real Estate expansion or consolidation Enhancing Customer Interaction Integration into Business Processes What does success look like ? What are the outcomes you want to deliver to your Business and to your customers? Drive Change to Increase Productivity by collaborating effectively How will Universal Communications impact your users, the processes and their lives?

Considerations when driving UC 7 What you need to consider as you embark on the Journey : What are your goals for deploying the capability? How do you want to consume the service? Is my environment ready to support the workloads? Who will help you deploy the platform? How will your end users use the technology? How will you address change management? What will you provide to enable the adoption? How will you support your users?

User Profiling 10 Who are my users and what do they need? What are the Personas that need UC? Groups of Users (Policies) Capabilities (Modalities of UC) Interface with Technology (Devices) Locations (Mobility, Branch and Remote Scenarios)

User Segmentation 11 Segment Users by Role - Executives, Knowledge workers, Information Workers, Contractors This will be instrumental in distributing capabilities and policies across the population. It will also feed into the Architectural decisions that need to be made. Segment Further by Function – Mobile Workers, Desktop Users, Delegated/Supporting Workers Understand the demographic - How do they Communicate today? How will they embrace the change? What devices do I provide to them?

Deployment Options 15 Benefits of a Cloud Service Agility in Deployment Reduced ownership of Infrastrucutre Repurpose internal IT spend towards technology Managed Service Cloud does not have to be exclusive Choose to have some users in the cloud and some on premises Flexibility based on User profiling and capability Diversity by Geography

Office 365, Lync Online Multi-tenant Lync Online Lync Server Private cloud / dedicated Lync Server Single domain & directory Users split – server / online Lync Hybrid

Considerations for Cloud 17 Some things to Consider, evaluating Deployment Options : Private Cloud or Public Cloud O365 or Partner Hosted Regulatory or Legal requirements for PSTN Access On Premise Solution to compliment Cloud solution

What is my Environment 20 Universal Communications relies on your existing environment Networking considerations – Wired, Wireless, WAN Supporting Applications (Active Directory, Exchange) Security Infrastructure (PKI, Firewalls, DMZ’s) Operating System Deployments (Windows versions, Office, Mobile) Existing Applications (Contact Centers, Recording, Billing) Interop Requirements (Audio and Video)

Network and Security 21 Network – The Foundation of the Application Networking Assessments for both Wired and Wireless networks QoS and Prioritization of workloads throughout the Infrastrucutre Security Security Assessment of Workloads and Requirements Firewalls and External Connectivity Certificate Infrastrucutre and Public Certificates

Applications and Operating Systems 22 Core Applications Active Directory, Identity and Domain Services Exchange, Sharepoint and Office Applications Operating Systems Client Deployments on Desktops and Laptops Mobile and Tablet operating Systems (Managed) BYOD Footprint

Interop and Services 23 Existing Services Contact Center Requirements Workload Applications such as Recording, Billing, IVR Interoperability with Existing Systems Existing Audio/Telephony/Call Control Systems Existing Video Endpoints Other Collaboration Applications

Partnering 26 Choose a Partner Based on your Needs Factory Team for Design, Guidance, Oversight an Support Partner with similar Geographic Footprint and value added services Partner with Existing relationships – Network, IT Hosted or Managed Services Partner Single Partner for Hardware, Services and Support Device and Hardware Partners ISV Solutions Partners

Strategic Alignment with Microsoft 27 The Factory Team Microsoft provides Strategic Consulting Services to Organizations. Creates a deep understanding of your Business to layout a communications strategy and how best to leverage and adopt the change Microsoft provides Consulting Services and Workshops for Guidance around Architecture, Design, Deployment Models, Service Descriptions, Training Plans and Rollout Strategy Microsoft Advises and Works with your Strategic Partners to Deploy the technology at scale Microsoft works with your Business to identify processes that can be enhanced with communications and builds line of Business applications integrated with Lync Microsoft provides Product support with different tiers depending on your needs

Big Picture 28 Who can fulfill your requirements Who can Provide a Cloud Service or a Managed Service Operations on a Global scale to accommodate my footprint. What are the timelines? What kind of Support SLA’s are you looking for? Can they Augment my IT staff Do I want a single partner to manage all vendor contracts for the solution

Support 29 What are your support requirements? What kind of SLA do I need to deliver? What about branch offices and hardware? Are my existing support partners qualified? Do I want to have Tier 1 and Tier 2 Support myself? Self-help Bots

Self Help Bot 30

Training and Adoption 35

Application Integration 37 Innovate with the Platform Enhance your Business Processes with Communications Identify Top Line of Business Applications and embed communications and collaboration capabilities to them Deliver IT and other internal services more effectively to your users Extend your organization and allow your customers to reach you better and faster, at home, at your business and on the road

400,000Customer service calls/month 40,000 Assume that 10% of calls require an agent to contact an expert (SME) for assistance 100,000 Minutes/month that agents spend asking for help or transferring calls (2.5mins X 40,000 calls) 60 seconds If can reduce the average time/SME call by one minute by improving process for leveraging an info worker ~$2.00Reduced cost of average cost/call $80,000Cost reductions per month $960,000Annual cost reductions

Bottom line 42 What will we achieve by better planning Achieve the ROI quicker Keep TCO at a minimum Realize productivity benefits quicker Create new opportunities for users and customers

Summary 44 Plan it Execute it Be the UC Hero!

Thank you 45

© 2013 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 Contact Taimoor Husain Global Business Lead