Bruss Vid Byanna BRK2108 A Lync Customer Story May 2015 BRK2108 Accenture Today 323000 Employees US 30 Billion in Revenues People in 200 Cities in 56 C ountries 4000 ID: 720459
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Slide1Slide2
A Lync Customer Story
Thomas BrussVid Byanna
BRK2108Slide3
A Lync Customer Story
May 2015
BRK2108Slide4
Accenture Today
323,000
Employees
US $30
Billion
in Revenues
People in
200
Cities
in
56
C
ountries
4,000
Clients in
120
Countries
4Slide5
282K
users
enabled
with
sharing
247K users enabled with video62K Enterprise Voice usersPiloting “Lync Only” offices (replacing legacy PBX)All users enabled for Lync Mobile 2013 (except where prohibited by local regulations)357K users on Lync Server 2013Hosted in 4 data center locations (AMR, EME, APAC, India)High availability active/active firewalls/load balancersFailover between data centers500+ clients federated with AccentureNearly all users enabled with “basic” capabilities (IM, presence, audio conferencing)By the Numbers5Slide6
Technology enables, but it takes much more for
successLync Solution Framework
6
Shared Goals
Use case based solutions. Success stories. Metrics, metrics, metrics.
Organizational
Culture
Leadership
participation, recognition.
Technology Operations, metrics, underlying network and infrastructure.Processes and AdoptionTravel, meetings, real estate, executive assistants, new hire training.Governance and Policies Guidelines, practices, measurement.Slide7
Goals
Reduce dependence on travel, office space and associated consumption
Meet global carbon reduction targets
Better manage workplace costs
Success
Factors
Suite
of collaboration tools for use inside and outside the office and at
client
sitesLeaders walk the talk and set the toneAlignment with facilities strategyFocus on Lync qualityAdoption campaign and gamificationLync Is Critical to Accenture’s “Workplace of the Future” Strategy 7Slide8
Lync Benefits—Audio
8
83%
Reduction in conferencing
costs
82%
Of Lync conferencing
is “click to join” from a PC, reducing telecom costs
99.5%
Of conferences conducted via LyncFixed handsetsEveryone uses PC and headset for audio, reducing cost for fixed handsetsHandsets provided in conference rooms and enclosed offices onlySlide9
Lync Has Become the De Facto Standard for Audio at Accenture
9
Monthly Audio Conferencing Usage
(in millions of minutes) Slide10
Lync Benefits—Sharing and Video
10
Real Estate/Space Requirements
Lync, IM/presence
, application sharing and video all reduce need
for office space
Desktop
Video
UsageVideo usage is shifting to thedesktop (away from room-based systems) as Lync adoptionincreases38%Of Lync meetings include application sharingMonthly Sharing and Video(in millions of minutes) Slide11
“I was due in India for a Town Hall and an executive workshop, but could not resolve visa paperwork in time for the trip. Instead of missing important meetings, I was able to attend and participate via Lync videoconferencing, something that the 500 people in the audience in India greatly
appreciated. They
understood that I could not be there in person, but they deeply appreciated the fact that I was able to use the technology to meet them regardless.”
Accenture
Technology Account
Lead
Video (and Especially Lync Video) Is the New Voice
11
Monthly Video Usage
(in millions of minutes) Slide12
Lync Monitoring and Alerting Overview
12
Lync Operations (Messaging and Collaboration Tier 2) team is staffed 24/7
Completes a detailed Lync services health check at the start of each shift (4 times per day and ad hoc, as required).
Team monitors for alerts in System Center Operations Manager (SCOM), both packaged and custom
Custom alerts are tailored by region and server role with unique volume and quality thresholds based on prior data.
Team monitors for alerts
in System Center Configuration Manager (SCCM)
Ensure no deviation from defined configuration templates.Slide13
Quality Impact: 17-Month Trend of Quality and Session Count
13Slide14
Understanding quality metrics is critical
Custom
Lync point of use survey includes target configurability
% users in a given geography
% sessions by modality
% sessions with Good/Fair/Poor apparent call quality, etc.
Lync User Metrics: Point of Use Survey
14Slide15
The Incidents Team follows up with customers who provide fair/poor feedback
on the survey and indicate that they are willing to be contacted
Point of Use Survey Follow Up
15
~5,700
Survey
respondents have been contacted in total
508
Fair/poor
survey respondents have been contacted in the last 12 weeksSlide16
Both a global and local approach helped to drive Lync adoption
Global Adoption Examples:
Adoption campaigns
Themed marketing campaigns across all channels including postcard, publications, Portal flashes
Contests launched through various channels
Collaboration Moments/Use Cases
Target key client account teams to transform the way they do business
Local Adoption Examples:
Geographic unit adoption for Lync
Leadership communications Adoption Program16Slide17
Meet Libby Laptop
Lync Adoption Videos Help Drive Awareness and Usage
17Slide18
Lync, Your 24/7 Online Video Connection
Lync Adoption Videos Help
Drive Awareness and Usage
18Slide19
Adoption: Incentives and Gamification
19
500
L
100
L
250
L
500
L1000L3000LSlide20
Lync Videoconferencing Success Stories
20
400 Accenture associates support this
US-based client’s
operations—onshore and offshore
Collaboration with India-based colleagues in Bangalore, Gurgaon, Mumbai and Pune
67% increase in usage year-over-year
$100K savings due to use of Lync videoconferencing, travel avoidance, flexible work arrangements
Accenture technology leads leverage Lync collaboration
and videoconferencing with remote solution architects and on-site teams in Turkey to develop client proposals and deliver client projects.For one pharmaceutical client, results include:50% increase in video usage 650% increase in per person video usage82% reduction in legacy audio conferencing costs Slide21
Lync Lessons Learned
21
It’s more than an upgrade:
Do not treat Lync as an upgrade, but
as a new application with different performance characteristics.
Staffing:
Staff the project team with core architecture
and technical skillsMetrics: Use metrics to drive insight right from the start. Call quality and failure metrics reporting: Solve call quality and failure metrics reporting before starting rollout. Learning curve: Understand that it is still early on the adoption curve for Lync, including skills and experience.Network Dependencies: Having the right network and service quality are essential for Lync success.Slide22
Where We Want to Go
22
Deliver a predictable, high-quality Lync experience.
Get to the cloud—stop being our own carrier.
Deploy Skype for Business and take advantage of new capabilities.
Bridge Lync with other video endpoints.
Increase Lync video usage.
Continue to increase connectivity with our clients.Slide23
Questions or Comments
23
Read More:
How Accenture
Does IT
Accenture.com/InternalIT
Vid Byanna
vidya.s.byanna@accenture.com
Tom Bruss
thomas.c.bruss@accenture.comSlide24
Join the conversation!
Share
tips and best practices
with other
Office 365
experts
http://aka.ms/office365networkSlide25
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