Copyright © 2015 Accenture All rights reserved. A Lync Customer Story May 2015.

Spark the future.

May 4 – 8, 2015Chicago, IL

A Lync Customer Story

Thomas BrussVid Byanna

BRK2108

Copyright © 2015 Accenture All rights reserved.

A Lync Customer StoryMay 2015

BRK2108


Accenture Today

323,000 Employees

US $30 Billion in Revenues

People in 200 Cities in 56 Countries

4,000 Clients in 120 Countries

4


282K users enabled with sharing

247K users enabled with video

62K 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 2013

Hosted in 4 data center locations (AMR, EME, APAC, India)High availability active/active firewalls/load balancersFailover between data centers

500+ clients federated with Accenture

Nearly all users enabled with “basic” capabilities (IM, presence, audio conferencing)

By the Numbers

5

Copyright © 2015 Accenture All rights reserved.6

Technology enables, but it takes much more for success

Lync Solution Framework

Shared Goals Use case based

solutions. Success stories. Metrics, metrics, metrics.

Organizational CultureLeadership participation,

recognition.

Technology Operations, metrics, underlying network and infrastructure.

Processes and Adoption

Travel, meetings, real estate, executive

assistants, new hire training.

Governance and Policies Guidelines,

practices, measurement.


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 sites

• Leaders walk the talk and set the tone• Alignment with facilities strategy• Focus on Lync quality• Adoption campaign and gamification

Lync Is Critical to Accenture’s “Workplace of the Future” Strategy


Lync Benefits—Audio

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 Lync

Fixed handsets

Everyone uses PC and headset for audio, reducing cost for fixed handsetsHandsets provided in conference rooms and enclosed offices only


2011 2012 2013 2014 2015

2.8

20.4

28.1

24.2

32.6

2.3 2.5

12.4 12.614

Lync Peer to Peer (P2P) AudioLync Enterprise Voice (EV) Audio

Monthly P2P and EV Usage(in millions of minutes)

2011 2012 2013 2014 20150

20

40

60

80

100

120

140

160

Legacy Conferencing Lync Conferencing

Lync Has Become the De Facto Standard for Audio at Accenture

Monthly Audio Conferencing Usage(in millions of minutes)


2011 2012 2013 2014 2015

9.7

22.826.1

33.2

49.6

0.22.9 3.5

8.611.1

Sharing Video

Lync Benefits—Sharing and Video

Real Estate/Space RequirementsLync, 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 adoptionincreases

38% Of Lync meetings include application sharing

Monthly Sharing and Video(in millions of minutes)


2011 2012 2013 2014 20150.0

2.0

4.0

6.0

8.0

10.0

12.0

Lync Video

Room-Based Video

“I was due in India for a Town Hall and an executive work shop, but could not resolve visa pa perwork in time for the trip. Instead of missing important meetings, I was able to attend and participate via Lync videoconferencing, some thing that the 500 people in the audience in India greatly appreciat ed. 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

Monthly Video Usage(in millions of minutes)


Lync Monitoring and Alerting Overview

Lync Operations (Messaging and Collaboration Tier 2) team is staffed 24/7Completes 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 customCustom 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.


Quality Impact: 17-Month Trend of Quality and Session Count


• 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


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

~5,700

Survey respondents have been contacted in total

508Fair/poor survey respondents have been contacted in the last 12 weeks


Both a global and local approach helped to drive Lync adoptionGlobal 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 Program


Meet Libby Laptop

Lync Adoption Videos Help Drive Awareness and Usage


Lync, Your 24/7 Online Video Connection

Lync Adoption Videos Help Drive Awareness and Usage


Adoption: Incentives and Gamification

500

L

100

L

250

L

500

L

1000

L

3000

L


Lync Videoconferencing Success Stories

• 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 usage• 82% reduction in legacy audio conferencing costs


Lync Lessons Learned

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 skills

Metrics: 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.


Where We Want to Go

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.


Questions or Comments

Read More:How Accenture Does IT Accenture.com/InternalIT

Vid [email protected]

Tom [email protected]

mailto:[email protected]





Join the conversation!Share tips and best

practices with other Office 365 expertshttp://aka.ms/

office365network

Visit Myignite at http://myignite.microsoft.com or download and use the Ignite Mobile App with the QR code above.

Please evaluate this sessionYour feedback is important to us!

http://myignite.microsoft.com/


Spark the future.

May 4 – 8, 2015Chicago, IL

Date post:	21-Dec-2015
Category:	Documents
Upload:	laura-lucas
View:	223 times
Download:	5 times

Copyright © 2015 Accenture All rights reserved. A Lync Customer Story May 2015.

Documents