SHARE



ABOUT THE AUTHOR


Eric Krapf
Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the...
Read Full Bio >>
SHARE



Eric Krapf | June 26, 2014 |

 
   

Lync Implementation: Achieving Your Goooooooooals!

Lync Implementation: Achieving Your Goooooooooals! User focus, network assessments, and organizational issues dominated discussion.

User focus, network assessments, and organizational issues dominated discussion.

Our Enterprise Connect Lync road show wrapped up in New York City this week, with the biggest crowd to date and presenters with some great advice for those considering, implementing, and/or managing Lync in their enterprises. Rather than search for some underlying theme to the panel discussions, I'll just bullet out some key takeaways I had from the trip:

* Relentless Focus on the User:: This was a theme throughout the tour, and it got extra emphasis in New York. Aamer Kaleem of Microsoft reminded the audience that if you're transitioning from traditional communications systems to Unified Communications, "Your users are going through a massive change," and you have to prepare them for it--and that means training.

The payoff is that it really can make a difference, according to Bill Scudder, CIO of Sonus, who said that internally, "Users love it," and are using it to collaborate in ways they never had before--for example, engineers at sites around the globe working together: "It has completely transformed our business," he said.

* Preparing the Network: We've been talking about the need for network assessments and adequate resources for real-time traffic ever since voice over IP emerged a decade ago. But it's still something that enterprises need to be reminded of--and it's also something that network managers can quantify and troubleshoot more effectively now than ever before.

For example, Alan Shen of Unify Square pointed out that performance monitoring tools can use measurements of network metrics to classify calls according to qualiity ratings, and said when using these tools, it's crucial to pay attention to the low end. Unify Square's tool classifies calls in categories, and the one to watch is "Poor". Most enterprises he's seen are averaging about 4% Poor Call Percentage, but the target should really be 1% or less, he said.

Alan also offered some hard numbers on what's achievable for service availability; 3-9s is a realistic goal, he said.

* Cost Factors: Much of the emphasis here was on realizing the cost savings you projected when the implementation launched. At one level, you can turn to an old standby for cost savings from VOIP/UC: Audio conferencing. Bill Scudder said Sonus eliminated all third party outside conferencing, saving $400,000-$500,000 per month. Also, with extreme weather seemingly on the rise in the Northeast and elsewhere, Sonus has found it can retain productivity when offices have to close and people work from home; Scudder has seen Lync sessions increase in those scenarios.

Phil Moen, CEO of Unimax, stressed the need to understand the overall cost of all elements--infrastructure, licensing, etc.--both before and after the Lync implementation project: "Did you meet the expectation, and did it go down?" By the way, the answer to the second question may be No--if you're adding new functionality with Lync and expanding capabilities to more users, that may wind up costing more--but whatever you get should gibe with expectations.

Similarly, Quentin Kramer of SPS stressed the need to achieve the returns you projected: "Did we disconnect everything we said we were going to disconnect?" for example, PRIs, And if you were betting on Lync driving travel avoidance, make sure your workers really are avoiding travel.

* Organizational Issues: Quentin Kramer said the communications team has to take the lead in pulling together the parts of the enterprise that will be affected by the Lync migration: "We have to become bridge builders," he said.

Bill Scudder stressed the need for executive sponsorship of the program, and Phil Moen added a caveat: "The executive sponsor can't say, I'm the executive sponsor, I'll be golfing, call me if there's any problem." He or she has to actually engage with the project.

Ultimately some people just won't buy in. Alan Shen told the story of a customer that had a PBX engineer who simply balked; Alan described this individual hunkered down in his basement lair from which he'd run the PBX his entire career--"leather chair, with the shape of his butt on the seat". He was about to retire and had no interest in learning Lync. In the end, they had to just work around him: "Some people will come along, some won't."

* Why I Love New York: Watching the World Cup in Bryant Park behind the Public Library on a summer evening, cheering Mexico on to victory with the tourists and office workers on their way home.

Follow Eric Krapf and No Jitter on Twitter and Google+!
@nojitter
@EricHKrapf
Eric Krapf on Google+





COMMENTS



Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

November 1, 2017

Your customers (internal and external) demand that you offer them the ability to connect by any means. With the adoption of cloud communications tools you now have access to an expanded portfolio o

October 18, 2017

Microsofts recent Ignite event had some critically important announcements for enterprise communications. Namely, Microsofts new Team Collaboration offering, Teams, will be its primary communicatio

September 20, 2017

Customer experience can make or break your business. But how do you achieve outstanding customer service when you're dealing with outdated organizational structure, lagging technology, dated proces

October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.