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5.  Introductions  Workshop Objectives  Setting the Context with Lync  Aspirations and Angst  Business Priorities  Business Value  Capability Mapping  Next Steps

9. Unified communications platform Enterprise-ready

15. Suggested Questions, Discussion Topics What do the headlines say about your customer’s priorities? Is there a mandate for service or server solutions? Both? Why? Are they in a cost saving mode? Or, is global expansion, diversification among their top priorities? Are they recruiting new talent, millennial or reducing workforces? Are they doubling down on innovation, research or simply tying up loose ends on legacy technology? Is “Green IT” on their radar? Are they locked into a mode of operating where this is or isn’t a factor? Is global IT/ technology a strategic investment or perceived as a necessary evil? Bottom line: Know what your customer’s bottom line is for their business and what makes the needle move.

18. Present business value holistically (360° approach) Then…pick 2 to make your point. Don’t over do it… UC/voice ROI pulls through additional revenue Determine the likely benefits Reasonable and conservative is good enough Be realistic Look for opportunities to focusing on non-IT value Don’t be afraid to ask for data, insight Insist on decision maker/ BVA sponsorship

19. Conferencing* (3) Telephony* (6) Mail* (5) Process (3) Carrier (7) Misc. (5)

20. Reduce costs through converged communications Reduce travel via A/V/W conferencingYes Reduce audio conferencing service changesPartialYes Reduce PSTN calling charges via VoIPPartialYes Retire separate PBX systems (some or all)Yes Shared workplace, home and mobile communications support PartialYes 1 Except PSTN calling 2 With SharePoint on-premises Drive adoption through ease of use and Microsoft Office Instant messaging and presence in Office and SharePoint Yes Click to communicate, seamless escalation Yes 1 Yes Ad hoc A/V/W conferencing (inter-organization) PartialYes Click to call via VoIP Yes 1 Yes Skills-based people search in Lync client Yes 2 Deployment, migration, interoperability, extensibility Embed communications in LOB applicationsYes 3 Yes Embed communications in Server applications Yes Integration with on-premises room video systemsYes Integration of voice capabilitiesPartialYes Consolidate management of communications functionsPartialYes 3 client only Capability Lync Online Lync Server Reduce Travel Expenses 4 Improve End-User Productivity Up to 30 min/day Complete Projects Faster By 10%- 20% Shorten Sales Cycle Up to 20% Resolve Customer Issues Faster Up to 50% Attract and Retain Employees Varies by customer Save 5%- 30% Reduce Audio Conferencing Charges 4 Save 30%- 95% Reduce Telephony Charges 4 Save 50%- 70% Reduce Cost of Communications Systems 4 Save 40%- 60% Lower Real Estate and Facility Costs 4 Save 15%- 30% Reduce IT Admin, Migration Costs 4 Varies by customer 4 savings amounts based on actual customers. www.microsoft.com/casestudies

21. Report available at lync.microsoft.com Resource Center Downloads

23. How much does the company spend a year on conferencing? 3-Year ROI Summary Payback period9 months

28. Non-IT Benefit Non-IT Benefit Non-IT Benefit

29. 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 Non-IT Benefit

30. CapabilityBusiness BenefitIT ImpactUser ImpactTotal Deployment Priority Comments Audio Conferencing 1088161 PSTN, LWA access to min. disruption Web Conferencing 687212 LWA for web/ reach is priority Instant Messaging & Presence 655163 PC-to-PC Voice 937194 Enterprise Voice (PBX Replacement) 937195 Carrier Services Optimization (i.e., SIP Trucks) 8410226 Dependent on PBX replacement. Makes sense to do at same time. Voice Mail & Unified Messaging 936187 Can be done earlier or later depending on PBS retirement schedule. PC-to-PC Video 737178 Group Video & Telephone Integration 647179 E-Mail Migration N/A Out of scope Group Chat 4651510 [IP] PBX Integration (Click-to-Call) 5361411 Optional step Customer Service Integration 7641712 Optional step – more operational than technology integration Business Process & Workflow Integration 8341513 Anti-Virus & SPAM Filtering (email) 1591514 Supportive ROI benefits. Makes sense to roll in when contact expires

32. Current Tool/Vendor Under Service Contract? Contract Expires Unique Requirements Other Capabilities or Systems it integrates with Available with Lync Details/Comments Audio ConferencingABC CompanyYes2012 Touch tone control of conference features Scheduling in Outlook Web Conferencing Video Conferencing Telepresence Room-based Video System Instant Messaging Presence PC-to-PC Audio PC-to-PC Video Persistent Group Chat Contact Center/Customer Service Telephony Voicemail E-Mail & Calendering Knowledge Harvesting

33. 1. Microsoft will produce and deliver and Executive Summary of the workshop findings and outcomes. 2. Socialize the outcomes and themes with others in the enterprise, brainstorm the potential of UC within specific functional areas 3. Identify the “customer value sponsor”, work with Microsoft or a partner to complete a Business Value Assessment (ROI at speed or full assessment) 4. Schedule and participate in a Lync Technical Briefing to see Lync in action and learn about Lync capabilities across the spectrum of unified communications, Lync specific architecture and explore reference topologies

36. Provide a recruiter with an auto notification of test results for a candidate “Bot” notifies BDM when a request is populated into CRM tool CRM tool Test results in recruiter’s email Web conferencing integrated with voice and PC-based video to conduct remote interviews and client presentations Present to client Interview (phone, video, in person) Ability for recruiter to click-to-call with a client or candidate from within workflow or applications (i.e., fox tool, CRM tool, etc.) CRM tool Interview (phone, video, in person) Fox tool Contact candidate

38. Year 114,33315%5500537268,743 Year 228,66715%550032251,612,518 Year 343,00015%550064503,225,000 3-Year Reduction: 5,106,261 lbs. of CO 2 Annualized Cost per User $108 $242 $220 $108 $242 $220 $241 $393 $343

39. Contoso Business Initiatives Contoso IT Priorities Capabilities Microsoft Products Cost containment Team building (especially across international teams) Turning IT into a competitive advantage Virtualization (server, desktop, application) User-experience Monitoring Video conferencing (especially as relates to product design review) Cost containment Team building (especially across international teams) Turning IT into a competitive advantage Step 1:Audio conferencing Step 2:Web and PC-based video conferencing Step 3: Step 4: Step 5: Step 6: Step 7: Step 8: Step 9: Step 10: Step 11: Step 12:

40. Key CapabilitiesKey Business Value TenetsMicrosoft Products MCU only w/ PSTN access DTMF controls from any telephone Lync client or “zero deployment” option available for added functionality and control Reduce IT and operational expense – service provider-based web conferencing can be reduced by up to 80% Low IT impact – can be deployed without touching desktop initially Minimal end-user training requirements – can be delivered with traditional PSTN access only if preferred as first step Audio conferencing Key considerations

41. Key CapabilitiesKey Business Value TenetsMicrosoft Products Options to join via Lync thick client or rich Lync web client (Silverlight) Attendees have option to join via attendee client as well (thick client) Enable scheduling integration with Outlook Provides an evolution to Microsoft conferencing value from audio above PC-based video fully supported Available with Lync on-premise or Lync online Reduce IT and operational expense – service provider-based web conferencing can be reduced by up to 80% Low IT impact – builds on previously deployed capabilities Minimal end-user training requirements – extension of audio conferencing experience Web and PC-based video conferencing Key considerations

42. Example Contoso Business Initiatives Contoso IT Priorities Capabilities Microsoft Products Cost containment Team building (especially across international teams) Turning IT into a competitive advantage Virtualization (server, desktop, application) User-experience Monitoring Video conferencing (especially as relates to product design review) Impact of the economy on housing market Rightsizing manufacturing and distribution across global markets Globalization Cost containment Team building (especially across international teams) Turning IT into a competitive advantage Reduce IT and operational expense Integrate unified communications into the customer service process to reduce hold times and lower the cost per call Utilize the enterprise voice (telephony) capabilities of the Microsoft platform as a replacement for aging PBX infrastructure. Consolidating global infrastructure Support global telework and real estate consolidation with advanced suite of secure communication capabilities that span PC, web, and mobile Consolidate voice mail with Microsoft Exchange 2010 Take advantage of lower cost storage options with Exchange 2010 Do more with less – faster! Improve team collaborations with desktop video as part of ad hoc or scheduled meetings; integrate with group video systems, and telepresence Improve JIT results while reducing design and cycle times by using Lync "IM-an-Expert“; quickly connect resources with global expertise from R&D, engineering, sales, HR, or supply chain located around the world Accelerate the sharing of internal expertise and the connecting to external capabilities at suppliers, partners, and engineering service firms with Federation; enabling new levels of collaboration in a cost-effective, secure, and auditable way Create more efficient manufacturing processes (quality assurance) Optimize the effectiveness of production assets by using video on tablets and mobile devices to enable knowledge workers to better specify tooling, materials, production processes, and equipment maintenance Embed automated “UC-bots" within manufacturing process to reduce latency and trigger multi modal, presence-based notifications due to workflow exceptions (downtime, quality assurance issues, recall, etc.). Quickly bring resolution to issues by enabling teams to collaborate via device and mode of choice Embed unified communications (instant messaging, Presence, voice, desktop sharing, etc.) into ERP, CRM, and PLM to drive faster decision making and greater use of enterprise information and expertise Lync Server 2010 Exchange Server 2010 Unified Communications – Unified Communications can be best defined as “embedding communications into business process to profoundly affect how work gets done”. When paired with the collaborative mantra of “harnessing the collective intelligence of the enterprise ecosystem” Unified Communications create the opportunity to realize unique and sustainable business value for Contoso. Lync Server 2010 delivers complete Presence, IM, conferencing, and enterprise voice capabilities through a single, easy-to-use interface that is consistent across PC, browser, and mobile device. Administrators benefit from a single, consistent management infrastructure, new capabilities to increase availability, and interoperability with existing systems. Exchange Server 2010 is a sixth generation messaging and collaborative platform that consists of voice mail, lower cost storage options, updated retention policy framework, and archiving.