Lync-skype in banking and capital markets

Editor's Notes

• #2: Click to add notes
• #3: Click to add notes
• #4: Editable copy on Slide 53
• #5: Slide Objective: Explain how Skype connectivity gives Lync customers the best of both. It is an integral part of realizing the vision #1 in Enterprise - Voice Microsoft leading in UC market, now shipping more enterprise voice lines than any other technology company. Skype is Built for Consumers First: Simple, Self-Serve, Useful, and Fun The magic of Skype is in its simplicity and self-service nature. It is available on virtually all devices for individuals to download and start communicating within minutes. It enables cost-effective calling to landlines and mobiles around the world, and it boasts a large and active online support community with user-generated content. With an active community of hundreds of millions of users, Skype is both useful and fun. Skype is for doing things together, whenever you’re apart. Skype’s text, voice and video make it simple to share experiences with the people that matter to you, wherever they are. With Skype, you can share a story, celebrate a birthday, learn a language, hold a meeting, work with colleagues – just about anything you need to do together every day. You can use Skype on whatever works best for you - on your phone or computer or a TV with Skype on it. It is free to start using Skype - to speak, see and instant message other people on Skype for example. That said, there are some things to be aware of as a business customer. The simplicity and self-service means that it cannot be managed like a business application. Moreover, services like Microsoft Premier Support and Microsoft Consulting Services are not available for Skype. Likewise, there are no volume licensing or similar purchase and distribution mechanisms. Skype purchases are all pre-paid via credit card or wire transfer. Only standard web-based click-through contracts are available, and, while Skype Manager is a useful portal for centralizing some cross-account management, it is designed for less than 20 users. To meet the full range of businesses’ needs, an alternative is needed. Microsoft offers another real-time communication software product, specifically designed for businesses: Lync Businesses deploying real time communications tools are looking for solutions that deliver flexibility (e.g., in the cloud, on-prem, hybrid), enable Information Workers to be more productive, and provide IT with control and management capabilities to support their individual requirements. Lync provides all of this and more. Microsoft Lync is an enterprise-ready unified communications platform. Lync empowers IT administration flexibility and control via Active Directory and archiving and compliance tools, it is an extensible platform with application programming interfaces based on industry-standard technology, and interoperates with other systems and devices. Lync offers the resiliency, scalability, and critical features necessary to enhance or replace traditional PBX systems. Lync enables professional online meetings scaling to hundreds of participants. Lync supports everyday productivity with deep integration with Microsoft Office, Exchange, and SharePoint. Lync has the option of running as a hosted service or as an on-premises deployment and has many options for customized support, including Microsoft Services Premier Support and a large and growing partner community. We’ve continued to see tremendous growth with Lync, Skype accelerates the path that Lync is on.  With Skype part of the Microsoft family, new possibilities open up for extending unified communications scenarios to hundreds of millions of people, making rich experiences universal for business communications.  Connect Lync with Skype and get the best of both Lync-Skype connectivity gives Lync customers the ability use the global reach of Skype to connect and collaborate with suppliers, customers, and partners while still relying on the enterprise richness of Lync.  Microsoft stands alone in being able to deliver such a combination. We will continue to invest in Lync to deliver the controls, manageability, and other enterprise-grade features our customers need
• #6: TRENDS 197% — project % increase of mobile banking users from 2011-2016: http://www.juniperresearch.com/viewpressrelease.php?pr=294 60% — % of global customers who would open accounts with virtual banks: http://loyalty360.org/resources/article/consumers-want-personalized-customer-experiences-from-banks 63 percent (of wealthy under-50s) would consider moving assets to another firm to access two-way high-definition video to meet with multiple experts. The willingness of wealthy under-50s to move assets to access technology-enabled capabilities translates into a $18.6 billion revenue opportunity for North American financial services firms. When older investors are included, the figure jumps to $28.6 billion. Role of Video in Banking, Cisco. http://newsroom.cisco.com/press-release-content?articleId=5865878 16% — % increase in perception improvement among customers when video services are used by financial institutions: http://www.visiblebanking.com/asb-bank-telstra-banking-customers-want-video-conferencing Update with other trends % of people wanting to bank from anywhere Reduction in bank branches or branch traffic Need to reach new customers or need to sell more to existing customers Number of branches with kiosks Number of banks using video conferencing Growth in remote deposit capture (RDC)
• #7: Banks face numerous challenges, including: Increasing cost pressures Customer frustration with not finding the right financial expert All branches cannot offer specialists to support all available products, resulting in potential loss of sales Employees cannot share information instantly Organizations need archiving for communications The existing low interest rate environment is cutting into the profits that banks are making. In response, banks are looking to cut costs. They are also looking to move customers from low margin savings and checking accounts into other services. Cross-selling increases profitability by generating more profits from each customer while avoiding customer acquisition costs. Cross-selling is difficult when customers cannot get the information they need about new services. In banking and capital markets, the services offered are typically too complex for most customers to make a decision without talking with an expert. Banks are looking for ways to make their expert advisors more accessible to customers. Questions to ask Which of these examples do you recognize in you organization? Do you have any customer service initiatives? Do you measure cross-selling efforts or products/customer?
• #8: Banks face numerous challenges, including: Increasing cost pressures Customer frustration with not finding the right financial expert All branches cannot offer specialists to support all available products, resulting in potential loss of sales Employees cannot share information instantly Organizations need archiving for communications The existing low interest rate environment is cutting into the profits that banks are making. In response, banks are looking to cut costs. They are also looking to move customers from low margin savings and checking accounts into other services. Cross-selling increases profitability by generating more profits from each customer while avoiding customer acquisition costs. Cross-selling is difficult when customers cannot get the information they need about new services. In banking and capital markets, the services offered are typically too complex for most customers to make a decision without talking with an expert. Banks are looking for ways to make their expert advisors more accessible to customers. Questions to ask Which of these examples do you recognize in you organization? Do you have any customer service initiatives? Do you measure cross-selling efforts or products/customer?
• #9: Robust collaboration and communications enable more customer-centric service. Access remote experts 360° customer view Dedicated HNI and business advisors Branch as a contact center, Internet or ATM extension What is the integration and differentiated value with Lync and Skype? Lync and Skype are integrated to provide presence, instant messaging, voice and video with colleagues, customers, or a combination of both. (Note: Skype video integration with Lync coming soon.) Lync is owned by 90 of the Fortune 100 companies. Skype is used by 300 million active users per month. (See slide 2 for more statistics.) Unparalleled connection to colleagues and customers “from the Living Room to the Boardroom.” Lync, Skype connectivity connects colleagues within the financial institution, and connects the institution to its business and customers. How does it work? http://blogs.skype.com/2013/05/29/skype-and-lync-connecting-the-living-room-to-the-board-room/ Skype can create a “circle of trust” between customers and the financial institution. Customers can connect with institution employees via Skype for free. Customers can add institution employees as Skype Contacts: Banks want an intimate relationship. Skype Contact can puts the financial institution into a consolidated set of contacts that are highly valuable to the customer. Bundled Skype Advertising and Offers can help with financial institutions acquire new customers. Offer Skype rewards as incentives Gift card targeting customers (e.g., free Skype $25 or $50 gift cards if customers open a new account) Bulk minutes for SMBs (e.g., Free bulk Skype minutes for SMB operations) Skype can help target SMBs on behalf of the financial institution: Skype and the institution can send co-marketing email offers or incentives to targeted SMBs (Skype SMB base is in the 100’s) Use Skype Advertising Media to expand and target customers Skype can target consumers by, age, gender, location, etc., to drive adoption of bundle Bundle offers and advertising together for maximum impact Skype users get gift cards/rewards and brand reinforcement with the targeted advertising
• #10: What is the integration and differentiated value with Lync and Skype? Lync and Skype are integrated to provide presence, instant messaging, voice and video with colleagues, customers, or a combination of both. (Note: Skype video integration with Lync coming soon.) Lync is owned by 90 of the Fortune 100 companies. Skype is used by 300 million active users per month. (See slide 2 for more statistics.) Unparalleled connection to colleagues and customers “from the Living Room to the Boardroom.” Lync, Skype connectivity connects colleagues within the financial institution, and connects the institution to its business and customers. How does it work? http://blogs.skype.com/2013/05/29/skype-and-lync-connecting-the-living-room-to-the-board-room/ Skype can create a “circle of trust” between customers and the financial institution. Customers can connect with institution employees via Skype for free. Customers can add institution employees as Skype Contacts: Banks want an intimate relationship. Skype Contact can puts the financial institution into a consolidated set of contacts that are highly valuable to the customer. Bundled Skype Advertising and Offers can help with financial institutions acquire new customers. Offer Skype rewards as incentives Gift card targeting customers (e.g., free Skype $25 or $50 gift cards if customers open a new account) Bulk minutes for SMBs (e.g., Free bulk Skype minutes for SMB operations) Skype can help target SMBs on behalf of the financial institution: Skype and the institution can send co-marketing email offers or incentives to targeted SMBs (Skype SMB base is in the 100’s) Use Skype Advertising Media to expand and target customers Skype can target consumers by, age, gender, location, etc., to drive adoption of bundle Bundle offers and advertising together for maximum impact Skype users get gift cards/rewards and brand reinforcement with the targeted advertising
• #11: The focus of this slide is that Lync can facilitate both internal and external connections. Making it easier for the customer to connect with advisors or specialists improves satisfactions and results in more effective cross-selling Improving internal communications improves the speed of business processes. More speed can result in better trading results, improved productivity. Lync chats can be referenced later for audits in areas such as trading where a record of communications might be required. How to present this slide I believe that Lync can help your organization develop deeper connections with customers and these deeper connections can lead to higher profits. Advantages of Lync Low-cost Easy to implement Integration with Office and Line of business applications Can handle all communications needs
• #12: Click to add notes
• #13: Click to add notes
• #14: These are the scenarios covered in Slides 14-36. Account teams may want to use this list as a menu to decide which scenarios to show customers.
• #16: The focus of this slide is that Lync can facilitate both internal and external connections. Making it easier for the customer to connect with advisors or specialists improves satisfactions and results in more effective cross-selling Improving internal communications improves the speed of business processes. More speed can result in better trading results, improved productivity. Lync chats can be referenced later for audits in areas such as trading where a record of communications might be required. How to present this slide I believe that Lync can help your organization develop deeper connections with customers and these deeper connections can lead to higher profits. Advantages of Lync Low-cost Easy to implement Integration with Office and Line of business applications Can handle all communications needs
• #17: Detailed scenario: Liv is a new banking customer. She is researching checking, savings and investment accounts with several banks. Liv notices a Skype connect button on the homepage of one of the banks she is researching. She clicks the button, and is given the option to chat or video conference with a bank representative. Liv selects the video conference option, and is immediately connected face-to-face with a representative, who answers all of Liv’s questions and opens several new accounts for her. Note: As of November 2013, Lync, Skype connectivity allows users to add contacts, see presence, and connect with peer-to-peer IM and peer-to-peer voice. In the future, Lync, Skype connectivity will support video and multi-party conferences. For more information, see http://technet.microsoft.com/en-us/library/dn440172.aspx
• #18: Detailed scenario: Seth was assigned as Victor’s dedicated banking contact when he opened his account. With presence, Victor can see Seth’s availability on a private banking portal or mobile app. Victor added Seth as a contact in Skype helping them to talk more often about Victor’s growing banking needs. Supporting customer evidence: see the UniCredit case study in the “Customer evidence” section. Banks are rolling out services like personal advisors to deepen the relationships with their customers. These efforts can only be successful if customers actually develop that relationship. Having the advisor as a contact in Lync or Skype makes it easier for customers to establish that connection, especially with presence information. The customer can see the advisor is available when he/she has a question and get it answered right away. The advisor has a low-impact way of initiating a chat with a customer to keep communication open. Banks using Lync can utilize Skype as a free tool for their customers. As of Nov. 2013, Lync-Skype connections allow you to add a contact, see presence, and connect with peer-to-peer IM and peer-to-peer Voice. In the future, Lync-Skype federation will support video.
• #20: Click to add notes
• #21: Detailed scenario: Victor, a small business owner, is researching business accounts online. He initiates an online chat to learn more. With skills-based routing, Victor is routed to Seth based on his research topic and location. Victor gets the information he needs and completes the application forms online. Supporting customer evidence: see the UniCredit case study in the “Customer evidence” section. Putting the bank’s marketing information online is not enough. Banking services are too complex for most customers to make a decision without talking with an advisor. Lync can make these advisors accessible with a click or though a chat box that pops up automatically. Rather than giving the customer the opportunity to go to a competitor’s website, banks can answer their questions immediately and make the sale. Key Differentiator: Lync routing capabilities can be used to identify an advisor that matches the required skills, the location, and immediate availability. As of Nov. 2013, Lync-Skype connections allow you to add a contact, see presence, and connect with peer-to-peer IM and peer-to-peer Voice. In the future, Lync-Skype federation will support video. Questions to ask Do you have an online chat solution today?
• #22: Detailed scenario: Victor is interested in retirement options. Victor is led to the bank branch kiosk where he initiates a video conference with Ming, a retirement specialist who works from home. Ming answers Victor’s questions. Victor is able to access and complete the signature forms for his new account immediately. Supporting customer evidence: see the UniCredit, Commonwealth Bank of Australia and 1st Source Bank case studies in the “Customer evidence” section. Much like ATMs were able to expand the services banks could provide without adding a lot of additional costs, Lync-based kiosks can be used to provide access to specialists from a bank branch. Centralizing the specialists or allowing them to work from home is much more efficient than trying to staff each branch.
• #23: Detailed scenario: Trish is a bank manager and one of her responsibilities is authorizing large cash withdrawals. She is now able to manage multiple branches with the ability to approve authorization requests remotely via Lync. Branch managers that support multiple locations can authorize transactions from any location. Likewise, employees (e.g., advisors, tellers, etc.) can connect with remote supervisors to authorize transactions. This is particularly helpful for small branches that want to reduce overhead without sacrificing customer service. Also helpful for larger, busier branches. Additional scenario: Ellen is a teller working with Robyn to process a large cash withdrawal. Normally, Ellen would need authorization from her in-branch supervisor, Betty, to complete the transaction; however, Betty is currently working with a high-wealth customer. Instead of interrupting Betty, Ellen sends the authorization request through Lync and receives confirmation from a supervisor in a different state.
• #24: Detailed scenario: Stacy is the personal banker for high-net worth clients. When her client, Alex, makes a deposit in the branch, an automated alert is sent via Lync to Stacy. Alex appreciates that Stacy greets him personally. While talking, Alex mentions estate planning. Stacy initiates a video conference with a trust specialist who can present the bank’s capabilities to Alex. The Lync APIs can be used to generate alerts from the bank’s CRM system. The personal banker is able to quickly identify an available specialist with a skill search or through a predefined distribution list. A web conference or video conference brings the specialist into the room and enables the him or her to present materials to fully explain the product. As of Nov. 2013, Lync-Skype connections allow you to add a contact, see presence, and connect with peer-to-peer IM and peer-to-peer Voice. In the future, Lync-Skype federation will support video.
• #25: Detailed scenario: Mike is a mortgage specialist for a regional bank. He is planning to host a region-wide educational seminar on mortgages, and begins advertising the seminar on his bank’s website and on customer e-mails. His advertisements have a click-to-register option. He hosts the meeting from his office via Lync, while participants from around the region also join the video seminar. Note: As of November 2013, Lync, Skype connectivity allows users to add contacts, see presence, and connect with peer-to-peer IM and peer-to-peer voice. In the future, Lync, Skype connectivity will support video and multi-party conferences. For more information, see http://technet.microsoft.com/en-us/library/dn440172.aspx
• #27: Detailed scenario: The bank implemented a telecommuting program. Claudia, a financial advisor, is now able to work from home, conducting all of her meetings and answering her office phone from her home computer. The new program also supports call center workers. Supporting customer evidence: see the Provident Financial Romania case study in the “Customer evidence” section. With soft phone capabilities and presence information, working from home doesn’t have to be any different than working at the office. The flexibility this provides can save money and improve employee satisfaction. When employees are forced to stay home due to an illness, severe weather, or other unusual circumstance, the ability to seamlessly work from home can mean the difference between a lost day and normal productivity. Companies who encourage a flexible workplace are able to reduce real estate costs by implementing hot-desking and reducing office space requirements.
• #28: Detailed scenario: Gustavo, an Portuguese-speaking student from Brazil, recently immigrated to Sweden. The bank representative speaking to Gustavo can use Lync’s translation capabilities, or she can bring in an interpreter to help understand his questions. Providing services to people who don’t speak the local language can be a valuable source of business. Lync makes this easy by enabling employees to connect with a centralized translation service. Translators can be located with a skill search or distribution list and then added to conversations with one click. Foreign-language speakers can also use Lync’s Conversation Translator to resolve simple language issues quickly. Note: As of November 2013, Lync, Skype connectivity allows users to add contacts, see presence, and connect with peer-to-peer IM and peer-to-peer voice. In the future, Lync, Skype connectivity will support video and multi-party conferences. For more information, see http://technet.microsoft.com/en-us/library/dn440172.aspx
• #29: Detailed scenario: Sabrina, a London-based trader, enters comments into a persistent chat session about a decision to short wheat futures based on weather forecasts. When Oliver (trader, NY) and Takumi (trader, Tokyo) enter the persistent chat session, they review messages to learn the reasons behind trading position decisions and can add comments. The communication is saved and auditable. Ethical walls are in place to isolate traders from corporate advisors. Trader discussions in a chat are searchable and persist over time, allowing traders to find out what trade positions were made and why. History is auditable and can be archived. Persistent chat lets you create topic-based discussion rooms that persist over time. Persistent chat rooms are where you can communicate and collaborate with a group of people who have a common area of interest. You can share ideas and information by posting messages in real time and find ideas and information by browsing or searching the chat history. Messages are saved over time, so new and old chat room participants can see all the chat history at any time. With persistent chat, you can search for content within and across rooms, and create alerts (notifications) and filters (topic feeds) to track conversations in particular rooms and about specific topics. And, you can create and manage your own chat rooms, if you’ve been authorized by your Lync administrator. Persistent chat is a great way to add efficiencies to your organization’s online activity. Persistent chat rooms are: Easy to access. Find and open chat rooms and monitor chat room activity directly from the Lync main window. Easy to monitor. Find out about chat room activity by selecting the Chat rooms view on the Lync main window. In this view, you’ll see the number of new messages next to the chat room name. You can also set up topic feeds and notifications that alert you to the kinds of new messages you want to see. A way to contain communications. Chat rooms can reduce randomization by replacing some distribution lists, which helps cut down on email inbox clutter. And, chat rooms provide a place to post questions for experts, which helps reduce the amount of instant messaging (IM). Ideal for evolving topics. Chat rooms provide a place to post and review news and new thinking. http://office.microsoft.com/en-us/lync-help/what-is-persistent-chat-HA102919098.aspx
• #30: Detailed scenario: Investment bankers gather in a conference room to finalize the details of a large asset purchase by a hedge fund. The hedge fund analysts can join the video conference from the US and UK. The solution includes the built-in security capabilities. The Lync Room System is an improvement on current videoconferencing system technology. Common complaints about videoconferencing systems: It takes too long to get the meeting started — inevitably, it takes 8-10 minutes to get video going. The equipment is underutilized — it’s easier to use the speaker phone on the conference room table, so that is what people do. Remote attendees feel isolated — typically the video shows the content so remote attendees are not visible. Meetings are hard to manage — changing presenters, showing attendees, muting participants, etc., are seldom intuitive. The Lync Room System makes managing a video conference as intuitive as a desktop video session. Resource: http://blogs.technet.com/b/lync/archive/2013/02/19/the-lync-room-system-lrs.aspx Note: As of November 2013, Lync, Skype connectivity allows users to add contacts, see presence, and connect with peer-to-peer IM and peer-to-peer voice. In the future, Lync, Skype connectivity will support video and multi-party conferences. For more information, see http://technet.microsoft.com/en-us/library/dn440172.aspx In the future video conferencing may be able to blur the background so that information on the conference room white board cannot be read by remote attendees.
• #31: Detailed scenario: Da-Yung is a candidate for a position in the new investment banking division of a bank in Hong Kong. He connects to Sun, the lead recruiter who is based in London. She uses Lync to interview candidates via video conferencing. Recruiting is an important and expensive task. It can often involve flying multiple candidates to a headquarters location for two or three rounds of interviews. Today, organizations can connect with candidates connect via audio, Web, or video conferencing via Lync-Lync Web App. As of Nov. 2013, Lync-Skype connections allow you to add a contact, see presence, and connect with peer-to-peer IM and peer-to-peer Voice. In the future, Lync-Skype federation will support video. Videoconferencing is one way to reduce the expense of travel while still being able to interact with candidates. Lync Web App and Skype provide easy ways for candidates to attend an interview.
• #32: Detailed scenario: Geoff is the IT director for a bank in France. The bank replaced its aging PBX system with Lync voice to save costs. Geoff can select whether calls should route to voice mail, a mobile phone, or another number so he can answer calls from anywhere. Supporting customer evidence: see the Bosera Asset Management Co., and the Kotak Group case studies in the “Customer evidence” section. Lync VoIP capabilities can be used to add to or replace existing PBX equipment. Cost savings are achieved though: Simplified Maintenance — no longer are expensive maintenance contracts and dedicated PBX specialists required SIP Trunking — long distance telephony charges can be reduced with SIP Trunking. Larger companies can also take advantage of least cost routing Moves, Adds, and Changes — now changes are done in software rather than changing wiring. Office moves don’t require any changes when with a soft phone. Lync Server 2013 provides enterprise voice capabilities through Voice over Internet Protocol (VoIP) that can enhance or replace traditional private bank exchange (PBX) systems. These capabilities include common calling features such as answer, forward, transfer, hold, divert, release, and park, along with Enhanced 9-1-1 calling (E911) for North America, and support for analog devices and a broad range of both IP and USB user devices from partners. Users can access these features over the Internet without using a VPN connection. Features include: Voice calls — place voice calls using the Lync client, Lync Phone Edition, Lync Attendant Console, or the Lync mobile client. Anywhere access — use Lync calling features from a desktop, laptop, or mobile device all without requiring a VPN. Call handling — answer a call or have it forwarded to voice mail, a mobile phone, another public switched telephone network (PSTN) number, or to a delegate assigned to answer calls. Device switching — switch devices, for example a headset to speakerphone, without interrupting a current call or without placing a call on hold. Visual Voicemail — when Lync is integrated with Exchange Server or Exchange Online, users can receive an email that has a preview of the voice mail. The user can view the voice mail preview in Microsoft Outlook. Call delegation — users can delegate call handling to one or more assistants who can perform a number of tasks on behalf of the user, such as screening person-to-person calls, placing calls, and initiating conferences. Team calling — simultaneously ring any number of users that a user designates as members of a team. Infrastructure interoperability — Lync uses industry standards and published interfaces to interoperate with existing infrastructure. In addition to the complete telephony capabilities of an IP PBX, enterprise voice is integrated with rich presence, IM, collaboration, and meetings. Personalized speed dialing keys are replaced by contacts lists, and automatic intercom is replaced with IM. Enterprise voice supports high availability through call admission control (CAC), branch office survivability, and extended options for data resiliency. Lync 2013 has a Session Initiation Protocol (SIP)-based call control architecture and it can interconnect with any standards-based SIP system. In the event that connecting telecom equipment does not support SIP natively, a qualified media gateway may be deployed for protocol translation. Microsoft recommends that third-party telecom systems connecting to Lync should be OIP certified to avoid any support related issues. Although Lync 2013 is fully capable of replacing an entire voice network, it can also co-exist with an existing PBX environment to form a unified dialing domain that is transparent to end users. Unlike the traditional dial-tone based approach of trunk-to-trunk transfer, Lync 2013 has a unified routing mechanism to deliver diverse communications and collaboration media streams under a single session between two or more endpoints. Lync not only offers these capabilities to its registered users or endpoints but it also provides interoperability with legacy voice/PBX environments.
• #33: Detailed scenario: Danny has to stay at the office late to finish up the details for a merger. He calls home to his wife’s Skype account so he can talk to his family before his children go to bed. Employee able to call his family using a Lync-to-Skype connection to tell them he will be working late. Note: As of November 2013, Lync, Skype connectivity allows users to add contacts, see presence, and connect with peer-to-peer IM and peer-to-peer voice. In the future, Lync, Skype connectivity will support video and multi-party conferences. For more information, see http://technet.microsoft.com/en-us/library/dn440172.aspx Lync has provided the ability to keep personal contacts from public IM systems for a long time, but Skype takes that to a whole new level with the ability to have audio and video chats as well.
• #35: Click to add notes
• #36: Detailed scenario: (1) Anita wants to open a new bank account. She is doing research online and comes across an interactive Skype advertisement on a bank’s website. She’s attracted to the advertisement and the bank’s message. (2) Anita clicks the advertisement to continue researching the bank. (3) Anita has several questions about the bank she’s been researching. On the bank’s website is a Skype “Click to Call” button. Anita clicks this button and is immediately connected to a bank representative. The representative, who is speaking to Anita by video, answers Anita’s questions. Anita is happy with her experience with the bank, and decides to open her new account with it.
• #37: Detailed scenario: (1) Omar is a Saudi Arabian student studying in the U.S. In order to access funds more quickly while abroad, he opens a new checking account with a U.S. bank. (2) Upon opening his new account, Omar receives free Skype credit from the bank. This gift is part of the bank’s promotional strategy, and is designed to improve the customer experience and perception of the bank. (3) Omar redeems the Skype credit to call relatives in Saudi Arabia, and tells them about the bank and the free gift he received.
• #38: Click to add notes
• #39: Here are some of the brands that have taken advantage of the Skype advertising opportunities Thank you for your time today. I’m confident that [brand] can benefit from a presence on Skype, and I look forward to working with you to build a package that fits your needs.
• #40: This pilot provided group calling sponsorship which will not exit pilot, however these concepts are available for premium credits
• #41: Situation UniCredit is a global bank with more than 9,000 branches in 50 markets across Europe, the United States and Asia. Prior to Lync, UniCredit’s 158,000 employees used e-mail, phone and text messaging to communicate and collaborate with one another. The bank was using the same technologies to connect with customers, too. Challenge UniCredit needed a better, more cost-effective way for its employees to communicate with one another and the bank’s customers. Benefits (bank-wide) UniCredit employees now use video and other rich communication tools (e.g., presentation-sharing, softphone, etc.) to collaborate. Because of this, bank employees are more productive, especially when working with colleagues from other offices. Lync has reduced traveled significantly among employees and bank executives. In fact, UniCredit estimates that Lync will help it avoid at least 10% of its annual travel costs, resulting in savings of more than €100 million. Customers can now connect with UniCredit from anywhere. The bank has integrated Lync with its website, giving customers anytime access to bank specialists. Skype will also helped enable this kind of communication between customers and the bank. Lync has greatly reduced IT effort for UniCredit. Lync actually replaced two existing programs at the bank, while its data recovery site was easy to establish. Case study: http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2013/UniCredit-Business-Integrated-Solutions/UniCredit-Speeds-Communications-Saves-Millions-on-Travel-with-Conferencing-Solution/710000001881 Benefits (Bulbank branch) Each teller can now speak face-to-face with a subject matter expert on any banking service the bank offers, even if that expert resides in another branch.  HR introduced a new candidate interview process. Lync Video Conference using RoundTable is used among HR and the local manager to interview job candidates. The branch launched a new initiative to centralize trainings and present guidance by video. Case study: http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2010/UniCredit-Bulbank/Major-Regional-Bank-Reduces-Travel-and-Other-Meeting-Costs-Improves-Communications/710000002157
• #42: http://www.microsoft.com/casestudies/Microsoft-Lync-Server/Commonwealth-Bank-of-Australia/CBA-deployed-Microsoft-Lync-Server-2010-and-experienced-60-adoption-rate-within-24-hours/4000009901
• #43: http://www.microsoft.com/casestudies/Microsoft-Lync-Server/Bosera-Asset-Management/Financial-Firm-Upgrades-Communication-Solution-to-Reduce-Phone-Bill-50-Percent/4000009485
• #44: http://www.microsoft.com/casestudies/Microsoft-Exchange-Online/1st-Source-Corporation/Banking-Corporation-Provides-Unified-Communications-with-Cloud-Based-Services/4000010417
• #45: http://www.microsoft.com/casestudies/Microsoft-Lync-Online/Provident-Financial-Romania/Financial-Group-Broadens-Reach-with-Cloud-Based-Solution/5000000021
• #46: http://www.microsoft.com/casestudies/Microsoft-Exchange-Server-2010/Kotak-Mahindra-Bank/Financial-Services-Firm-Standardizes-Infrastructure-to-Strengthen-Collaboration-and-Improve-Productivity/710000002908
• #47: Cut telephony costs – used Forrester TEI study “The Total Economic Impact of Microsoft Lync Server 2010.” The total for PBX eliminated or avoided cost savings (table 3) was $469,700 over three years for a composite 5,000 employee company. $469,700 / 3 years / 5,000 employees = $31/user/year. Range is plus or minus 25%. Bosera Asset Management – http://www.microsoft.com/casestudies/Microsoft-Lync-Server/Bosera-Asset-Management/Financial-Firm-Upgrades-Communication-Solution-to-Reduce-Phone-Bill-50-Percent/4000009485 Reduce conferencing costs – used Forrester TEI study “The Total Economic Impact of Microsoft Lync Server 2010.” The total for teleconferencing and web conferencing savings (tables 4 and 5) was $999,000 over three years for a composite 5,000 employee company. $999,000 / 3 years / 5,000 employees = $67/user/year. Range is plus or minus 25%. 1st Source Corporation – http://www.microsoft.com/casestudies/Microsoft-Exchange-Online/1st-Source-Corporation/Banking-Corporation-Provides-Unified-Communications-with-Cloud-Based-Services/4000010417 Reduce travel costs – used Forrester TEI study “The Total Economic Impact of Microsoft Lync Server 2010.” $3,750,000 / 3 years / 5,000 employees = $250/user/year. Range is plus or minus 25%. Provident Financial Romania – http://www.microsoft.com/casestudies/Microsoft-Lync-Online/Provident-Financial-Romania/Financial-Group-Broadens-Reach-with-Cloud-Based-Solution/5000000021 Lower real estate and facility cost – used Lync business value tool. Average square foot/EE = 250. Average facilities cost per square foot (US) = $21. 250 square feet x $21 x 15% potential reduction in real estate = $787/user/year. Range is plus or minus 25%. 250 square foot/EE from Sprint case study $21 per square foot are annual lease rates from The Business Case for Telecommuting 15% reduction from Unified Communications Improves Business Outcomes, Lowers Costs, and Enhances Environmental Sustainability UniCredit Business Integrated Solutions - http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2013/UniCredit-Business-Integrated-Solutions/UniCredit-Speeds-Communications-Saves-Millions-on-Travel-with-Conferencing-Solution/710000001881 Business Value Assessment At this stage a customer maybe unaware or unclear of how UC can help their organization. They are developing new business strategies and defining ROI goals however the value proposition for UC is vague or undefined. Alternatively, the customer may have components of UC with various vendors and have developed a limited or skewed definition of UC. Business Value Assessment UC Strategy Workshop Other Banking and Capital Markets case studies and blogs Bosera Asset Management - http://www.microsoft.com/casestudies/Microsoft-Lync-Server/Bosera-Asset-Management/Financial-Firm-Upgrades-Communication-Solution-to-Reduce-Phone-Bill-50-Percent/4000009485 Bosera expects an estimated cost savings of 50 percent compared to its existing PSTN bills. 1st Source Corporation - http://www.microsoft.com/casestudies/Microsoft-Exchange-Online/1st-Source-Corporation/Banking-Corporation-Provides-Unified-Communications-with-Cloud-Based-Services/4000010417 “We plan to explore more possibilities with Lync Online that can help us differentiate ourselves from our competition,” says Cecil Murray, Chief Technology Officer, 1st Source. “We will look at things such as incorporating presence on our website or enabling instant messaging or desktop sharing with our customers to assist them with a loan application, open a new account, or to show them how to use Internet banking features.” “With Lync Online, we can retire the WebEx service and our internal videoconferencing systems,” says Cecil Murray, Chief Technology Officer, 1st Source. “We also expect to reduce travel and long-distance costs, because we can more easily schedule and hold online meetings.” “Today, it can be difficult to maintain a personal relationship with customers because so many of them use online self-service systems, such as Internet banking,” says Cecil Murray, Chief Technology Officer, 1st Source. “With the capabilities in Lync Online, we can bring a level of personal service in terms of how we communicate with customers who like to do business this way. And for customers who still like to come into the bank, we see it as a way to help introduce them to a full range of services, including a personal introduction to specialists located anywhere within the bank.” Provident Financial Romania - http://www.microsoft.com/casestudies/Microsoft-Lync-Online/Provident-Financial-Romania/Financial-Group-Broadens-Reach-with-Cloud-Based-Solution/5000000021 Iacob says the company is estimating it will save about 20% each month in travel for its mobile employees—and Lync Online usage is still ramping up. “We expect our travel expenses to decrease further with our move to the cloud,” explains Eugeniu Iacob IT Systems Manager Provident Financial Romania. “We now have the alternative to hold successful training and performance meetings virtually, so employees no longer have to drive to their home offices, which also cuts their mileage.” “Many of our field employees do not have a PC, so ensuring they can communicate on their smart phone or tablet from their home office is critical,” says Eugeniu Iacob IT Systems Manager Provident Financial Romania. UniCredit Business Integrated Solutions - http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2013/UniCredit-Business-Integrated-Solutions/UniCredit-Speeds-Communications-Saves-Millions-on-Travel-with-Conferencing-Solution/710000001881 “The Lync deployment has been a huge success story for UniCredit. It has helped people work more efficiently through presence and chats,” says Stephan Gerold, Head of the eCollaboration Solutions Team at UniCredit Business Integrated Solutions. “We have also reduced our travel through the use of desktop sharing and conferencing. Assuming that Lync helps avoid only 10 percent of our annual travel cost of more than €100 million [US$133 million], Lync has already saved the bank millions of euros every year.“ “We see persistent chat as a way to create pools of information that can be accessed by people in different roles,” says Wolfgang Müller, Expert System Specialist, eCollaboration Solutions Team, UniCredit Business Integrated Solutions. “We have a lot of information that needs to travel quickly across the company and persistent chat is the perfect solution for this.” UniCredit is also using Lync to facilitate its flexible workplace initiative. Since employees can make and receive calls on their Lync client from any location with an Internet location, working outside the office is simple. The Lync capabilities will make it easy for customers to reach a specialist within the bank. For instance, if a customer is at a kiosk in a small bank branch, they would be able to initiate a videoconference with a specialist in a larger branch to get assistance with a complex transaction. Diamond Bank Plc - http://www.microsoft.com/casestudies/Microsoft-Lync-Server-2013/Diamond-Bank-Plc/Cost-Reductions-Time-Savings-and-Greater-Efficiency-for-a-Nigerian-Bank/710000002856 Nigeria, and Lagos in particular, is renowned for having terrible traffic problems, so the ability to hold meetings between people from disparate locations without having to lose time – possibly even days – on travel, provides a huge boost to productivity in addition to eliminating the associated costs related to travel and other logistics. Lync has even eliminated the need to use expensive third-party conferencing solutions for meetings with external clients. Kotak Mahindra Bank - http://www.microsoft.com/casestudies/Microsoft-Exchange-Server-2010/Kotak-Mahindra-Bank/Financial-Services-Firm-Standardizes-Infrastructure-to-Strengthen-Collaboration-and-Improve-Productivity/710000002908 Shanti Ekambaram, President − Corporate and Investment Banking, Kotak Mahindra Bank says, “Time is of the essence and time is money. In our busy work schedule, we have to focus on working efficiently to save time (and thus save money), by utilizing efficient technologies. We at Wholesale Banking have benefitted by utilizing Microsoft Lync. Until now, we have used Lync in close to a dozen video conference calls with teams across India, apart from the individual calls, including interviews. Close to 50 percent of the dozen conference calls would have required travel for many people. Video Conference through Lync helped us save time and costs. At the same time, it had a tremendous impact.”
• #48: Lync (more information at http://technet.microsoft.com/en-us/library/dn342829.aspx) Planning and design tools: Two tools, Topology Planning Tool and Topology Builder, to facilitate planning and design, and to reduce the chance of misconfiguration. Topology Planning Tool automates much of the topology design process. You can export the results from the Planning Tool to Topology Builder, which is the tool that is required to install each server running Lync Server 2013. More information at http://www.microsoft.com/en-us/download/details.aspx?id=36823 Topology Builder stores all configuration information in the Central Management store. More information at http://technet.microsoft.com/en-us/library/gg398339.aspx Server-to-server authentication: In Lync Server 2013, authentication can be configured between servers by using the Open Authorization (OAuth) protocol. More information at http://technet.microsoft.com/en-us/library/jj204817.aspx Role-based access control: Enables you to delegate administrative tasks while maintaining high standards for security. More information at http://technet.microsoft.com/en-us/library/gg425917.aspx Simplified certificates: The Deployment Wizard can automatically populate subject names (SNs) and subject alternative names (SANs), reducing the possibility of including unnecessary and potentially unsecure entries (see http://technet.microsoft.com/en-us/library/dn342829.aspx). Trustworthy SDL: Lync Server 2013 is designed and developed in compliance with the Microsoft Trustworthy Computing Security Development Lifecycle (SDL). More information about SDL at http://msdn.microsoft.com/en-us/library/ms995349.aspx. More information about Lync SDL at http://technet.microsoft.com/en-us/library/dn342829.aspx Additional information about Lync administrative tools: http://technet.microsoft.com/en-us/library/gg195756.aspx Skype (more information at http://www.skype.com/en/security) Robust privacy settings: Skype’s privacy settings let you control who can contact you on Skype, and help you manage your conversation history. You can change your privacy settings to prevent nuisance calls or spam messages, as well as block and report any nuisance contacts. More information at https://support.skype.com/en/faq/FA140/how-do-i-manage-my-privacy-settings-in-skype-for-windows-desktop User profiles: When you create a Skype account, you can provide as much or as little information as you like. Some of the information you provide is displayed to your contacts. Your e-mail address is never displayed. More information at https://support.skype.com/en/faq/FA390/who-can-see-my-profile-information-in-skype-for-windows-desktop Digital certificates: A digital certificate is an electronic credential that can be used to establish the identity of a Skype user, wherever that user may be located. Just like a physical identity document, such as a driving license, a digital certificate must have certain properties in order to be used as a form of identification. More information at http://www.skype.com/en/security/#digital User authentication: As each Skype user possesses a digital credential, it is possible for any Skype user to verify the identity of any other Skype user. Authentication is a critical step in ensuring secure communications. More information at http://www.skype.com/en/security/#digital and http://www.skype.com/en/security/#identity Additional information about TLS and SRTP protocols: https://support.skype.com/resources/sites/SKYPE/content/live/DOCUMENTS/0/DO14/en_US/skype-connect-technical-datasheet.pdf
• #50: Detailed scenario: Text Text
• #51: Detailed scenario: Text Text
• #52: Detailed scenario: Text Text