SKYPE FOR BUSINESS IN LAW FIRMS

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1 SKYPE FOR BUSINESS IN LAW FIRMS Replacing the Traditional Phone System Tuesday, 9/1/15, 3:30-4:30pm Florentine Ballroom III & IV #ILTA081

2 INTRODUCTIONS Tim James Netrix, LLC Jesse Ortiz IT Communications Manager Holland & Knight

3 AGENDA What is Skype for Business? Demo Reference Architectures Top Reasons to go to Skype for Business Planning for a Successful Deployment Customer Experiences The Holland & Knight Experience Change Management Challenges

CONTACT INFORMATION Tim James Netrix LLC. Email: TJames@netrixllc.com SFB: TJames@netrixllc.com Phone: 612-260-2002 Netrix LLC.

4 CONTACT INFORMATION Tim James Netrix LLC. SFB: Phone: Netrix LLC. Chicago HQ International Reach Branches Texas, Minnesota, California, Colorado, Oklahoma, Tennessee, Kansas, Missouri, Georgia, India, Bulgaria, UK Microsoft, Cisco, Avaya Practices Hosting Provider (Skype for Business/Cisco) CLEC (MPLS, SIP Trunk provider)

5 WHAT IS SKYPE FOR BUSINESS? Instant Messaging(IM) and Presence Desktop/Application Sharing Whiteboard / Q&A / Polling P2P Audio/Video Calls (VOIP) Audio/Video Conferencing Dial-in Conferencing Persistent Chat External Access Federation Mobile Client Enterprise Voice DID / PSTN dialing Call Forwarding/Simul-Ring/Team Call/Delegates Response Groups Call Park Contact Center* Call Recording* Voic provided by Exchange (on premise or Exchange online)

6 DEMONSTRATION Skype for Business Client Features Phone Endpoints

7 WHAT IS SKYPE FOR BUSINESS?

8 WHAT IS SKYPE FOR BUSINESS?

9 WHAT IS SKYPE FOR BUSINESS?

10 ENDPOINTS

11 HIGH LEVEL ARCHITECTURE SMALL DEPLOYMENT

12 HIGH LEVEL ARCHITECTURE HIGH AVAILABILITY DEPLOYMENT

13 TOP REASONS TO GO TO SKYPE FOR BUSINESS Enterprise Collaboration/Conferencing Enabling your users to be productive/collaborative Replace WebEx/Go-to-Meeting Dial-in Conferencing Provider savings Scalable Architecture SMB to Enterprise High Availability / Disaster Recovery Access anywhere/any device Replace/Integrate your PBX Fully functional phone system Coexist with existing phone system Endpoint flexibility Video Conferencing Integration Reduce travel expenses Provide Personalized face to face communications Integration with existing equipment (VIS/Cisco/Polycom/Acano) Great ROI

14 PLANNING FOR A SUCCESSFUL DEPLOYMENT Stakeholder Buy-in They will help drive a successful project Can make or break deployment/adoption rate PBX teams need not fear Discovery is critical What do I have to replace? How do my users consume phone services today? Will the users embrace softphones? Or require hard phones? Call Center requirements Mapping out Response Groups / Auto Attendant requirements Receptionist / Attendant requirements Are phone numbers stored in AD? In E164 format? ( ) PSTN Connectivity (PRI vs SIP Trunks) Analog requirements (Fax/analog devices) Dial Plans Dialing habits of users

15 PLANNING FOR A SUCCESSFUL DEPLOYMENT Proper hardware sizing Server resources (physical/virtual) Virtual Environment health PSTN connectivity (SBC/SBA/analog gateways) Properly assessing your network Lync/Skype can add significant impact to the network Any current utilization/bottlenecks? Quality of Service (QoS) in place? Planned network changes need to take Lync/Skype into account Users will not blame the network, they will blame Skype. Holistic approach to monitoring your deployment Network SQL Core OS/Services Monitoring Reporting/Device MOSS Scores Third party solutions (Nectar/SCOM/Event Zero/etc)

16 PLANNING FOR A SUCCESSFUL DEPLOYMENT Training / Communications Planning End users need to know how to use the new tool How Skype can improve their day to day activities How to leverage Skype to improve their communications effectiveness Challenge the traditional way of thinking Leverage IM/P No longer need printed directory at desks. Training can be formal or informal Train the support staff / IT on the server and client side Engage with trusted partners Assist in the discovery/planning/deployment of SFB. Properly deploy the solution to your firm. Do it right the first time. Bring many years/customers of experience Best practice/supported deployments Most engagements are typically more beneficial than attending a formal training class.

17 CUSTOMER EXPERIENCES Law Firm - Midwest Approximately 700 users Replaced Avaya PBX On-prem Exchange 2010 UM Endpoints used Polycom VVX Phones + Plantronics Issues encountered/overcome Avaya Call Fork/ overcome with Sonus SBC call routing rules. Law Firm Chicago 400 Users Avaya System / phones On-prem Exchange UM AudioCodes 440HD / Softphones Door access system integration challenges AudioCodes MP Analog gateways Overhead paging needs / faxing Manufacturing Company - Midwest/East Coast Approximately 1000 Users Replaced NEC & Avaya Two locations SE Deployment in both locations. Pool Pairing between sites Analog phone requirements Office 365 UM Polycom Endpoints Operator/Attendant Requirements Restaurant / Entertainment Company - Nationwide Approximately 4000 users How many locations -600 Replacing what PBX - Yes Office 365 UM Endpoints selected AudioCodes Phones and Jabra Special scenarios Contact Center, Ethical Firewall Issues encountered/overcome Auto Attendant, Replaced with Third party, which improved end user experience

18 HOLLAND & KNIGHT CHANGE MANAGEMENT CHALLENGES Moving to Skype for Business (and making sure everyone is cool with that) Holland & Knight 1000 attorneys, 24 offices, 2300 users

integrate the technology into their practice.

19 THE CHALLENGE The challenge for technologists is not deploying the technology, it s ensuring attorneys are aware of how it will benefit their workflow and helping them integrate the technology into their practice. Dean Leung, Chief Information Officer, Holland & Knight LLP Change Management Aids Move to Lync Jan Peer-to-Peer Magazine:

OPPORTUNITY Age of existing distributed PBX required forklift upgrade Superstorm Sandy PRI outage - remediation was out of our control Local/branch

20 OPPORTUNITY Age of existing distributed PBX required forklift upgrade Superstorm Sandy PRI outage - remediation was out of our control Local/branch PBX/Gateway failure with PRI not quickly remediated Unified communications desire access outside home office No integration with mobile devices beyond call forwarding

21 FAR-FROM-SEAMLESS EXPERIENCE Voice: Avaya Audio Conferencing: Soundpath Web Collaboration: Adobe Connect Video: Polycom Presence: Office Communication Server (OCS/Lync) 2007 ios, Android, and Blackberry devices

22 PLAN TO CHANGE Market new phone system which integrates with Lync rather than Lync phone system Build buzz with gradual introduction of new features Coexistence and failback to PBX for initial offices Focus on dial tone replacement Phone+ functionality - why we chose Lync - optional

23 REGULAR COMMUNICATIONS Scheduled updates Weekly newsletter Monthly partner lunches Associate newsletters Advocates identified to evangelize within their circles More features introduced with each communication Targeted core and optional features based on roles Wow demo sessions right before launch Showcased features Managed expectations on lost or changed functionality Post deployment Issues/resolutions Intermediate and advanced features

24 SOLUTION BENEFITS Universal access on multiple devices 5-digit internal dialing and call display everywhere Access over WiFi (VoIP) Audio conferencing dashboard Ease to create collaboration appointment Better together over Ethernet (BToE) Video calls encourages greater engagement

25 TRUE BUSINESS VALUE Cost Savings Refreshed antiquated phone system Meets Millennial demand Facilitates collaboration Resiliency: Business Continuity + Disaster Recovery Mobility

mobility within an office location resulting in increased collaboration

26 IMPROVE THE FIRM Our integrated connectivity measures have provided instant and seamless communications across offices as well as enhanced mobility within an office location resulting in increased collaboration and productivity. Rose Sturtevant, Chief of Office Administration, Holland & Knight LLP

27 DO S AND DON TS Focus on User Experience, not tech Partner on business value, not implementation Interview a cross section of users Pre-plan communications Give your people options Phase deployments in usable chunks

28 DO S AND DON TS - CONTINUED Manage expectations Multiple iterations: Pilot and get feedback Identify Change Champions Don t wait for testimonials to roll in Get in front of issues as they arise

29 21 ST CENTURY CLIENT SERVICE Our firm s Unified Communications approach is key to providing exceptional client service in the 21st century. Michael Chapman, Equity Partner, and General Council, Holland & Knight LLP

30 THANK YOU Q & A Available after the session

Sonus On Skype. Clearing Up the Confusion with Skype for Business. October 15, 2015

Sonus On Skype. Clearing Up the Confusion with Skype for Business. October 15, 2015 Sonus On Skype Clearing Up the Confusion with Skype for Business October 15, 2015 Our Presenters Myk Konrad Vice President, Go-to-Market and Marketing Sonus Tim James Manager of Unified Communications,