Driving Skype for Business adoption through service improvements

Driving Skype for Business adoption through service improvements

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Hi. Everyone welcome to our webinar on driving, Skype for business adoption. Through service improvement, I'm Daniel Condor and I'll be your host for today today. I have with me Dwight Jones rights the senior IT service manager for Skype for business here, at Microsoft IT hi. Dwight would, you like to tell us a bit about yourself and about your role absolutely. My. Name is Dwight Jones and I am a senior service manager here at Microsoft I have been an IT now. For approximately 30, years and for, the last 14 years a Microsoft, employee, for. The past four years I, have been supporting, unified communications. Starting. With Lync and now to present-day Skype for business, very. Cool very cool and, and. I see we've got a slide up there talking about our our mission and. Here. At Microsoft we, obviously play a big, part of that here absolutely. Of course here at Microsoft we, want to empower, every. Person, and every organization on the planet to achieve more as, a. Representative, of Microsoft, my, goal today is to, represent my. Teammates, my leadership and, our partners, across the world as we. Share our mission. Worldview. Ambitions. And culture. Here. At Microsoft as. We. Deploy our technology. In our environment. And we, are first in best we. Want to make sure that we're advocating, to. Drive service. Improvements. And product, improvements, on behalf of our users, and our, customers, everywhere, that's great so the work we do we. Drive back into the product group to help them make, the product improvements, absolutely, terrific. Great. So before, we get started we'll, have a quick look at our agenda but. You should be able to see a question, in the Bing pulse window so feel free to answer that and your responses, are going to help us understand, where, you're at with your journey to Skype for business, we've, just done some introductions. So that's great we're, going to talk about Skype, for business the, current landscape we're. Going to talk about how, we moved our accounts, over to the cloud, we'll, talk about the service improvement, program in general and. Get into some specifics, on that I'm sure and we're also going to talk about the best practices tips, and tools and tricks that, you guys have learned along the way so look. Forward to that also. As you mentioned we're going to have a Q&A session but, we're going to leave that towards. The end but if you would feel free to put. Your questions in, the the, Skype window we, will get to those at, the end of the session but as you think of them put them in and we'll, get to them towards the end so like. How about we jump into our content let's get started. Really. Excited to have this conversation today, with, you all I get. To share about. Our journey and we'll start with a bit. Of history when. Microsoft, acquired Skype, in. 2011. We. Basically had a number, of unified, communications, platforms. In our infrastructure. We. Had Office Communicator we. Had link some. May even remember MSN, Messenger and, so, we have been on a journey to. Reconcile. Those different, communications. Unified communications, platforms. Into what, today is Skype. For business when. You think about the complexity, of our environment. And and. What we have to manage here. At Microsoft, and, in, my IT. In. General, you, know there are things that you can manage it was like in your IT data center and they are only there are things that you can influence and so, thinking about our environment, where we have on. Premise. Users. Which, are IT, data center managed and cloud. Managed, users. We. Have many, client, versions, as we are supporting, not.

Only Desktop. Devices and, laptops as well but we're also supporting, mobile devices. You, know we have internal. Networks but we, also have to be concerned about that the users home network, and so it's a lot of of technology. That, is distributed, across. The. Internal. IT domain, as well as outside but. When you look at our journey in where we are will, Microsoft. Today we. Are driving. Towards, cloud. To be cloud. And mobile, first. And. Looking. At our landscape, we still have a hundred and twenty eight thousand, users, that are in the, IT manager, data center environment, but, we are rapidly, deploying, our users, to the, cloud and so we. Share a little bit more about that, roadmap. Being. First invest, is creating. That cloud story and, then and as we discuss, our, ambition. Is to get, all of our users, to the cloud but. It's not just making that journey but it's how we make that journey so it is relevant, for our. Customers. And so this. Slide here speaks to. Some. Of the the. Work that we are doing today in terms, of, driving. To the cloud we. Stood, up, we. Have just crossed the threshold that's. Called multinational, corporation. Where we, have not only the cloud that's in North. America, but we also have, an Amir, or Europe cloud and. We're also working, to build out our, cloud. Infrastructure. For. For. Asia-pacific. And in Japan, region, as well and so. When we look at what. That takes and what that means you. Microsoft. Is is building. The story, in terms of how do we port, users, from you, know legacy, carriers to our. Environment. And so, we are writing a story it's important, for us to as. We migrate for Skype for business, exchange. Mailboxes, we have to drive, that. Migration, to the cloud and, and, we're solving some, of the the, challenges such. As how, we manage, hunt groups and things of that nature but. At the end of the day you, know we will have the, full complement. Of a, unified, communications. Platform, in. The cloud. Its, cough is such an integral part of of what we we do here at Microsoft, mean every. Day every, waking. Minute people are honest I'm absolutely, from the the Neo program which, is our new hire program, day. One you. Start using Skype for business for. Collaboration. And it's embedded in everything that we do even this, particular meeting which is a Skype. Meeting. Broadcast. Presentation. So. As we look at our user, passant. Personas. A lot. Has changed just in a few short years you. Know when I started, working in the linked space, in. In. 2013. We. Were asking, all users. To steal plug into the wired network, infrastructure, and, you. Know we were back, doing during that time it was it was all about just. Being. IT managed. And so a lot. Has changed, with that user experience and, so, with that IIT has, to transform.

As Well so, as we look at our user. Personas. Today, we're. Seeing that a lot. Of our users are now remote, they. Are bringing their own devices, and, the. The need to leverage the Wi-Fi. Infrastructure. As well as cellular, infrastructure, is is, more than ever so, the. The. End user is just expecting. It to the, environment. To work as we, think about the, unified communications. Platform. You. Know we're seeing that we have over. 90,000. Mobile users, per, month and now. I mean this number has just, increased. Even, more. 68%. Of our, users. Are now remote. And, I know you cannot probably remember when we were just talking about 50 percent probably, of just a few months ago we. Are across, the world and Microsoft. Here, we're federated. With, over. 23,000. Distinct. Domains. And, so. Those are external companies, that integrate, with our, unified. Communications. Platform, that's. A big infrastructure, I mean I've been around for a while in Microsoft, I remember. Those days back when when, link started, up and it was like you know this, is a headset you need to use and make sure you plugged into the network and oh you're you're at, home will you. Don't worry about that that just doesn't fly now no we, have, to transform, to support, the, needs of our users and, unfortunately, Skype for business has, been taking. Us on that journey and so. You know we're going to round out our complexity. Conversation. As we, talk about the, complexity, for from a service management. Perspective. Now. This chart, is not meant to be read but. Rather, it is to just, share, some. Of the the challenges that any really, unified, communications. Platform, would. Have to work through and on, this chart there are basically three streams you. Know that have to work together in, concert. To. Have a good to enter in Unified. Communication. Service the. Top stream, which. Is in dark, blue on the chart represents the. Typical. IT managed infrastructure. So that's. Where your. Data center, is all. Your managed servers, as well as the the network. Infrastructure. Is supported. There from. Your. IT perspective, and, each. Of these dark, triangles. They represent. Opportunities. Where there could be major, incidents.

In Our environment, whether, it is from server capacity challenges. From. Change. From. Network, challenges, such as bandwidth. Or alcove, changes. And you, know the thing, about it at Microsoft. Is that we're you, know we're not just the, Skype, for business is not the only effort infrastructure, running we're supporting, all, of our global users, that. Are doing. Development, as well as testing. And and releasing. New versions of, Windows new, new devices all are being deployed on our infrastructure, so we have, to be able to manage for that this. Light, blue stream. To, the the bottom right here it represents. The. The win or the access, layer infrastructure. Where. Users, would be connecting. To today. To a Wi-Fi, infrastructure. And you. Know we'll, be talking about some of the best practice and improvements. That we've driven here, but, you have to be, concerned with your protocol. You know what radio is are you connecting, to and are. You connected how's your connectivity, with your ISP, or your LAN infrastructure. And and, that telecommunications. Carrier there and then, the dark green, ring. Represents. Are. The the dark green stream. To the bottom left represents where, the user actually, interfaces. And so, starting, with, the. Speaker. And mic. Combinations. Here, at Microsoft Daniel. We have over. Seven, thousand, variations, of speaker. And mic, combinations. In our environment. And if, you take it up the stack to your looking at the audio and video drivers. On your device to. What, type of device is it a mobile device or is it a PC. Or a laptop, -. By the time you get to the operating. System, we're at 10,000. Permutations. Of devices. That we have to manage in our, Microsoft, infrastructure. So you. Know we, have to be concerned, about, you. Know all three streams, as we, are trying, to drive the best possible, experience for our users and. I guess when when there's a problem somewhere, in that mix, nobody. Cares whether it's on the microphone. At one end or on the internet it's just a skype problem absolutely so, you know we are the canary in the coal mine and. The. The other difference, in our service, and I think it's represented, here is that, we're, representing, real-time communications. If I lose 10, seconds, of audio, or, video on this broadcast, it would be deemed to not, be a good experience, for for, our customers. Where the traditional. IT. Services. If, your servers, are working and your, network infrastructure, has uptime that's, enough, we have to be concerned, for every. User that joins that call in to end awesome. It looked just a quick, update on our poll questions, so we've. Got 16 percent of the the people watching us that are going to stay on premise. Around. 16 percent are going to be looking at some sort of a hybrid solution 50. Percent of them looking at the full cloud solution, and another, 16 percent who are undecided so, we've, got the opportunity to, persuade. It 16, percent of our audience you, know I hope, that in. This reflection, and and usually dealing with IT. You. Get to hear the, pure conversation. Of you, know what did it really take for for Microsoft, and you. Know having coming. From, outside, of Microsoft, and being that traditional. IT manager, where I've wanted to you know manage all of my infrastructure. Etc. Etc, it's, been a journey for me to move. To the. Cloud, first environment. And so I you, know I have some some learnings and hopefully we'll share some learnings, that will influence, some opinions there there's so much to gain but you, also need to yeah, let go a little bit - absolutely. Mm-hmm. So. In this section we, will be talking about the. Service improvements. And and really, our journey, here in in Microsoft, from. You, know I talked about all the different unified, communications. Platforms. That we had and, and. How we had to reconcile, that and, you. Know it you will hear that it has not been a perfect, journey, right, and, and and you will hear some of some, of the challenges and some of the obstacles and and how, we had to address, them and then some of the benefit, that was gained from that and in.

Looking, Towards, our the, role of IT and, as, we are transforming. As as IT, and, and I, hope you're hearing that theme throughout this journey where. We can't just focus on, the. Availability. And reliability, we. Have to be concerned, for that end to end experience. You. Know we have to build our processes. To be agile, for you. For the future of IT and, you. Know we are, look. Using modern engineering, as as we, drive. Towards, DevOps. And being more, agile, to to, be on faster, release cycles, and you, and, IT, has, to transform. And, and and, be there to support, the, the, rapid. Pace of change in our environment. So. I'm going to be sharing from. From this point forward in this session about a, service, improvement. That was driven here at Microsoft and it was called get to green and get. To green represents. A one, Microsoft, partnership, where, the. IT team, worked, with the product group team to, understand, challenges. That we were having, that. Were impacting. Our, sales. Team, particularly. Or and those that were using Skype for business remotely. Now. When, we. Acquired. And I spoke, about from. Acquiring. Skype. In 2011. Previously. We. Still had link, as our, primary. Unified. Communications. Platform. Some. Of the challenges, that we were facing, being. First invest is that we have multiple enterprises. That were running in our environment. We had the, Lync, 2010. Infrastructure. Which was more of a distributed architecture where. A single, server may. Support. One service, -, and. We had migrated, to the the, Lync, 2013. Architecture. Which is more, centralized. Where, you, know we're looking at pooling. Servers, are relying, on Windows. Fabric, and things of that nature but. With this get. To green service program. We. Were seeing that there, were we. Were causing disruption. And we were getting low. User, satisfaction. Scores. And so. That was prompted, a. A. Call. To action from our CIO, and, the vice president, of. At, that time to. Figure out what are those challenges that we're facing and, they, get to green program. Focused, on seven. Key. Areas or thematic areas, where we were seeing challenges. And you, keep me honest here so, you, know we had service. Improvements. For server. And network infrastructure. You, know what we were seeing was that you know eyeteeth had made a decision at that time that.

We Were going to migrate to link, 2013. But we were going to just use the existing, 2010. Hardware, and, those. Servers, were underpowered, and so what we were having we were having performance, challenges, at peak. Our. Network, infrastructure, we had bandwidth, challenges, where some. Of our data centers didn't have the the. Bandwidth, to support, users. Joining, calls at the top of ours and and in half, hours so we had to to, solve some of that as well as will you, know changes, in the Wi-Fi infrastructure. Where we were wireless, in at that time and you, know just you moving, to BYOD, just, some of the pressure that was putting on our devices. You know we had basically. A client, stability, pillar where we, need it to drive. Drive. The future of a. Driver. Management. And NVIDIA. Need for videos and network. Adapters, and things of that nature so we have a client pillar. Incident. And change management pillar. A conference. Room pillar a media. Quality pillar, which we're going to talk about some of the tools that that came forward. You. To, help us to be able to manage our. Infrastructure. Better through, telemetry. We. Also had, a. Communications. Pillar where, we, reached out to our, end, users and you will see a lot. Of that work, represented. As well and then we also we, had the release management, pillar, because you. Know at Microsoft, we are being first invest, in capital, and what that means is that. We. Are driving the future of the. Act of the, products, so we're working with the product group who's, deploying. Future. Bits into our production environment and, so, we have to drive those futures, while maintaining, health. And then, caring, most about the end user experience so. Yeah. So, that tees, off the get to green. Service. Improvement. And it. Was a great partnership, and you'll see the partnership teams, but the output, of the get your green is what what, is it's, really great you, know when, we start it the poor call rate is how we measure, each. Stream, for. Skype. For business and, our poor call rate for, Microsoft. Globally, was, somewhere around 10 percent we. Have brought that poor call rate as a result of this program to, below 2 percent globally. You. Know we munched you know back when we started we. Had Lync. 2010 and Lync 2013. In, the environment, and then, we had this v-necks platform, we were able to. Launch. The actual, Skype for business platform. As a result, of that and all the goodness, that that is coming from that including.

Skype Meeting broadcast. You. Know some, of the the. Additional. Impact, was, we were able to deploy enterprise. Voice in regions, like India, and we. Drove a great deal of Wi-Fi. Improvements. And new standards, for our environment which we'll talk a little bit about but. We were also able to drive improvements. Into, the. Windows OS we. Were also we were able to improve. The, the surface pro devices, in terms of how the. The Wi-Fi, management. Takes place so that was a lot of goodness that came out of this service improvement, and you mentioned the poke hole right as. A measure and that's a great measure because it encompasses, everything. It's, not you know in many cases in IT you go okay well out our server was out yeah, only nine point nine percent of the time yes. If, your call wasn't great and that's really all that matters, yeah and I want to speak to that for you. Because the call quality dashboard. Which is it. Also launched, in in, 2014. With Skype for business, that. Is the the methodology, the tooling that comes with Skype for business that, allows us to measure that and not, only does it measure that, that poor call rate it allows us to collect sentiment, data from the users, and so we'll talk about that right now called functionality. As well, so. A lot of talk about the service improvement. What. Does it really mean to our end, users now. Coming. From a position. To where we were causing impact, to our users, to, moving. The needle it, double, digits across all of, the the challenges, the. Challenges, that we were facing at, the start of get to green were, really based on availability. And reliability of, the service, you. Know bugs and that that we were having with the, the being linked product, as well. As some of the network challenges. That that we were having so that's, where we started, from and and, we have been able to to, pivot that and move, the needle so in. The. Last fiscal, year which was FY, 16. And what wrapped up, this first, phase of get to green. We. Gained. Over 18. Points, in the, last fiscal we've. Gained a few more points this fiscal as well so we're. Seeing the results, of taking. That very. Strategic. Approach. Where. You. Leveraging, those pillars, to drive improvements. And the benefit to our end user, constant. Improvement, it's great to say yes. So. Where, are we today, today. Now. That we have completed that phase of get to green we can focus, on now. Making sure that our users, have the capabilities. That they, they, need, the. Challenge, that we had from an IT perspective. Was. That, telemetry. And data doesn't always tell the story and our. IT metrics, may be green Hey our servers. Were available but. That doesn't, necessarily tell, you what, that end user experience. Experiencing. Or what, are all the end users across the world, experiencing. So, it. Was important, for us to. Develop. A means, of reaching, our, users. Here inside of Microsoft so, we could understand, what, that story was and, so, that, was a readiness, and adoption. Campaign. With. Push-pull. Communications. And where, we, could basically get. The information that we need it to drive the next level, of product.

And Service improvements. And you will see to the right we. Want it to meet our users, exactly. Where they were so, we used IT services. The traditional. You. Know portals, and things of that nature but, we've made vast. Improvements on, that which we'll talk about on the next slide we, use our social outlets. We use Yammer we, even have our global helpdesk, listening, on those social outlets, so we can be right there for our users, we, use a third-party, tool, called user voice where. We. Can listen and collect feedback from our sales associate, and they can see and and vote, on a particular. Issues, and the product can see that telemetry to, drive those product. Improvements. And you, know we talked about, rate. My call which. Is. Built. Into the call quality. Dashboard. The. The QA or quality, of experience database. Where we are collecting sentiment, data at, the end of Skype for business calls. We ask how was your experience and, and there's, a five-star, rating system that, you, know we can set the percentage of users, that will get a percentage, of calls that will get that pop up and they, can just tell us that hey even though. The. Telemetry may look great I'd have, a poor. Experience there and then we have what, we call the big red button right it's really a yellow smiley face where you can click on it in any Skype for business call, and it will upload, logs, to. IT. Into, the product group so we can see exactly, what may be causing. Experience. Problems, for our users yeah that, feedback is just critical and I mean we find that across many, areas of IT here and and just, getting, to know your customer, getting to know what. They needs are what, their problems, are is, just it's. Really step one absolutely. Absolutely. And. So, as we move, forward and I'm not gonna linger, here but you, know I do, want to talk about the, Skype, at Microsoft, campaign, which was part of the readiness and adoption. Program, you, know we, used to have very, disparate. Information. Across. Microsoft. Where you, if you want to learn how I, learned training, for this item or you know how, does this version of link, works versus, another. Version and we. Have compiled, everything to. The, Skype at Microsoft, site where every, user can, go, to get very fresh content, we, update, the site weekly, and they. Can get the the tips and everything that we're talking about in in this session. Directly. From, there and, so. They, get tips they can get training and, they can connect, with us directly. Another. Part of that, journey. From. Readiness, and adoption, is the. The listening and education, tour, we. Have area, IT managers. Here, that, are. Regionally. Disbursed, and they managed, to, help ensure, that, the. Users, in that, particular region of having the best experience. One. Of the things and we're going to go through the call quality, dashboard. We want it to make sure that we improve, the quality of experience of, our end users, and to. Drive. Quality. We. Want it to, ensure. That the tools that we used in IT was. Available. Regionally. So, we're. Going to talk a little, bit about that. Journey of driving. That telemetry, to. Those. Remote managers, so, building.

Investigations. That literally, would take IT months. With, the Cal Poly dashboard. You can do in just a day now. Centralized. IT trying. To manage buildings, globally, that's, not gonna work for a, transformed. IT but. The, ability to empower, IT managers. With the same tools that we would normally have. Centralized. So, that they can manage closer, to that user experience it. Has really, made a. Value. Impact, into, our user experience, in, addition. We, have been on this journey up you, know where as we trained IT managers. Reaching. Out directly to, our end-users. To provide, them with, the. The, training that's necessary, and, to it, you know evangelize. The, tools and tips to make, sure they have the best experience, make sure that they can tie into the Skype at Microsoft, site, so. We. Have been on that journey and this. Slide. Here, record, represents, the places, that my. Colleagues, and I have have. Worked across in terms of providing that regional. IT management, training, as well as listening. To our users. And so. We, were able to collect, a great, deal of feedback from. Microsoft, employees, across, the world to, drive into, the next, round of, service. And end product. Improvements. So we're super, excited and, when we have some listed. Out to where you know our emphasis going forward will be on that. External. User experience. And we're already seeing it in our problem, our product, as the. The product team has worked hard to make, sure the. Mobile. Device. Experience. If you have an. IPhone. Before. For instance that experience, has improved. But it's based off of the feedbacks, that we have collected. From. Our user, base to drive in the next level. Of product improvements. So. In this section, yeah. Paul's do we have any, questions. Over there no we're good okay all right this, section, you I would like to show to IT. Managers, out there some. Of the the. Key. Best. Practices or, takeaways, for, the, the end users. We. Understand, that a single, user on, a poorly. Functioning or, our misconfigured. Device can't. Impact, an entire. Meeting. Experience. You. Know for example if, my PC wasn't, running the appropriate. Drivers, it could have an impact on, this, meeting that we're having today. So. Here. Are some of the the best. Practices, that, we have and we know that we can only influence, user, behavior, and so, it is a repetitive. Conversation. That we have to have with, our users, but. Standing, up that Skype, at Microsoft, site that. Centralized, repository. So. That IT, can, be available, and, provide, those updates, that, is key, to ensuring that your, user base can. Very. Quickly get, access to informations. Alerts. If there are problems, with the, technology. We. Can't stress enough about. Using. Best practices, and tips so. We have, basically. Reached out had huge campaigns, to, train, our. Users. To. Make sure that, they have training at their fingertips, for, understanding. How to host the best meeting. Possible you, know a, lot, of times a a person. May be used to hosting. A meeting with, five or ten people but. Then they may get an assignment, to host the meeting for a hundred. And fifty people and so, that we want to make sure that those best practices are there, you. Know we drive we stress, a. Certification. Program. Of peripherals. And devices, and you. Know what's in, this deck in the appendix, we're, going to be sharing some of the Microsoft IT certified. Devices, yes there is a Skype certification. Program, but, at Microsoft, IT we certify that, that. The device is working out infrastructure. And we think that's very important, for IT managers. To ensure that, whatever. Device they choose, our peripherals, is. Certified, for their environment. And I actually, have a few of our, devices, that. We use to, make sure that you can have the. Best possible, experience but. You'll, see a list of it in the appendix, of this, presentation. We. Also.

Recommend. For your mobile device usage, usage that, you. Use. What's called, PSTN. Call back. Versus. Trying, to use the full extent. Of the Skype client when you're over the cellular network you. Know and. Once again this is influencing. Behavior because. We would, know. Normally. That were using a cell phone and, driving, in our car that there could be dead spots that could basically, impact. Your call and so. With. The expectation. That some. Users would have to have a full rich. You. Know being, able to present from, over their cellular, network, as well as. You. Know I am and having. Voice work over a cellular, network environment. We found that it's best for a mobile. Experience to, just, participate. More as a, listener. Or have. That conversation over. The cellular environment just. Take some of the strain off of that, absolutely. Connection, yeah just just being aware of what. The how, you're connecting, and making sure you have the best possible connection, yes you. Know we also have and. We have steps in the appendix for how. To set that up on your mobile device and then, home router, or a Rooter. Depending, on what part, of the word you're on you're, in but. Have your. Home. Router configured. To the best possible, scenario. We, provide, some best practices, for that where we're. Using AC here, and there there are a lot of. Available. Routers, that now support, AC and, then, the five gigahertz radio, versus, a 2.4, gigahertz. Radio, placement. And things, of that nature so we, have a list of. Routers. That we have tested, here inside, of Microsoft and. I've, traveled all over Europe. As, well as Africa, and these particular devices were, available there as well so it's, important to give out how users, like, that helping hand as well because I mean I I know I have, in the past I mean I've just gone to the local, computer store and. $20. Router I'll grab that then, I'll wonder why I'm not getting great. Absolutely. And so we understand, that your, your local ISP they. Are, probably. Providing. Just, the most inexpensive. Device. Possible. And for, you, know 50, 100 bucks us you may be able to upgrade and improve your experience but, we also have tools like pre. Called Diagnostics. That that you can use and and just, an example for me I. Use. My ISPs. Provided. Router, and and. I use all the the right peripherals. But, I was getting feedback that, hey Dwight you aren't sounding, so great on on our calls, and I. Was able to run a tool that's available in the Microsoft, Store called pre called diagnostic and. Very. Quickly see, that hey. Just where I am sitting there, is, you. Know a lot of jitter and I, was able to take a simple step, of moving my Wi-Fi. Router one step to the right and where. I sit and have my calls were. Tremendously. Improved so empowering. Our users, with those type of of, best. Practices, to help them to, make, the best decision, possible is. Is. Really. Valuable, for IT managers, to get that type of information out, to them see now that's cool I was thinking you could have you lounge chair to the right a little bit but good plan with the man no actually, it's my dining room which, is close to the kitchen and I didn't want to move that but that's another story anyway. So. The the last section, that we're going to talk through today is the. Tools overview, and we talked about the media quality pillar, and and and and. And. And here is where we. Get a chance to share, some of the gains and, how we use. Telemetry, I talked, about rate my call I talked about the, poor call rate and you. Know the call quality dashboard which. Launched, with Skype for business at, ignite in in, 2014. Is, the. Primary. Out-of-the-box. Tool, that is included. With Skype for business for. Measuring. All streams. For. Skype. For business, conferences. Meetings PST. Calls etc, you, know it measures. Internal. External. It measures. Wi-Fi. And wired, it measures. Chipsets, and devices, so it gives us a full range. Of view into, what's happening in. Every. Stream. That's, in our environment. And so. What I'm going to do today is is kind. Of talk about the the journey of this, tool where when. It lunched in. 2014. And this is how. It looks out of the box or our how our look look view looks out of the box and, just. Looking at this screen this screen. We're. Looking, at the actual, call. Volume. And. The. Light blue represents. Good calls if you, see any red there that represents. The you, know where the, percentage of poor calls and we use this.

Yellow. Trend, line to trend, on the poor calls in our environment, and then, I talked about how we looked at rate my call and this, top trend line, represents. The rate my call. Stream. In our environment, so we can see if, sentiment. Ties to, the, poor call rate and and, so but I the box there, are so many dimensions, it was very difficult and complex, for. Users. To be able to. Know. How to measure their environment. So I'm, going to take us through some recent. Service improvements, that have been driven into the product, and I. Talked, about meeting. With our area IT managers. And teaching, them how to, measure. Their own environments. So now we're, able to basically. Develop. Views. Across, our infrastructure. We. Are able, to look. At wired versus. Wi-Fi. Versus. Mobile we. Can see what's happening in, our, own priam or corporate environment, and our, cloud environment. And, so. Now. In and those. IT managers. Can select, their building, and see, our glance, how their their building. Is performing, and and you, can drill down in each of these levels, to. Determine, what, could be causing impact. And so. We're able to drill. Down into building, views to, actually. See. What. Is happening, and and, how well is our. Building. Performing. There and so, we're able to look at at wipe out Wi-Fi, performance and you see for this particular building, you, know 1.76. It's on par with. Basically. Wired. Pcr, and you. See the number of streams we're, able to see the, how. Wi-Fi, improvements. Of a May which protocol, is being run and you, can see, the blue where, we have a/c deployed. And. If you have a blue outline that means those are good cause so we see the, you, know we can see the quality improvement so. As we do, a plan do. Plan. To run and check of the environment, so as we deploy. A/c we, see that we're getting better calls and we get to the driver level, but we're even able to go deeper into the, telemetry like. I said we can see how driver health is performing. And. And. And. We're even. Able to look at our mobile devices and see how they are performing Windows. Devices, iOS, and, Android devices and, we can drive, improvements. With, each of those devices and. So, that, pretty much summarizes, what. I want to take, us through today, and in, terms of our journey and showing, some. Of the tools that we use here, inside of Microsoft to. Drive. Service. And product improvement, wonderful, thanks Dwight I mean, the the the, journey has been, it. Sounds like it's been a little bit of a rocky one at times but, and, encompassing just so much of the. Technology. That we've. Got here at Microsoft that, that. We rely on every day so that's. That's, been great so if, you guys would like to learn more about, some, of the the discussion items that it's been talking about you. Should be able to see a couple of links coming up in the Skype, broadcast, window, there, some, some white papers, and case, studies that have been created based. On our experience, here at Microsoft. One. Of the things that that, my, team does is is, actually try. To share, that story on how we do, IT here at Microsoft back, with our users, and these white papers and case studies we we, get the the experience, and the wonderful information from people like Dwight and, make that available so our, customers, can can. Can get a fast, start on on, their, deployments, and their technologies, so so. That's yeah, that's that's really really. A great opportunity what one important, part, that you, know that, these white papers it does, provide. More detail, on this journey and, I. Want it to not lose sight of that, as we drive the cloud story, here. In IT. We. Have been driving, towards that cloud story in that experience, and, sharing. Those. Learnings, in these case studies and best, practices, so our. Our, customers. Can use it but we've, we've gained so, much knowledge, and. And our focus you, know like I said. Earlier it's, not just, to take. Microsoft, to the cloud but it's how we do, it so that it can be repeatable. That's. Great so we do actually have a couple of questions I think are we are we at the point where we where, we can take a few, questions from our, from. Our our, customers and, probably, just also another another, reminder, there too to.

Give Us your feedback in in, in the Bing pulse window we. Do like to to. Try, and do continuous, improvement, on these, sessions as well so any. Of your feedback we're. Welcome to hear, but. Let's. Let's, take a couple of questions so why. Not one of the questions here is you, mentioned earlier on in the in the discussion, about you. Know where we are on our journey then the questions pretty simple is what's stopping, Microsoft, from moving all of its users to the cloud today. Yeah you, know that's. That's a really. Good question and, when. You think about it from a technology, perspective. Microsoft. Could make, that journey today we have passed the MNC. Threshold. So we. Actually have our emia, cloud that, is is built up and we're starting, to migrate users, there we're, migrating our, users, to the fully five. Office. 365. Offering. License, licensing, offering and. We are building out our. APJ, cloud as well so, we. Really could, you. Know make, that decision and actually my client is is working out of the the Europe, cloud so from a technology perspective all the the pieces there but. It's more than just making. That journey and migrating, users for Microsoft, is how, we migrate, those users, I'm, working, on the. Project, team with, the. PM that drives those migrations. And he emphasizes. That, it's the house it's about the the, experience. Because, we want to create an experience that our our. Users, and our customers, are able to replicate, so. We. Could do it faster. But. We want to solve issues like, the porting, experience. We want to make sure that the product, is robust, to, provide the best experience possible for our customers to repeat so I sort of hear you saying you know to a degree we need, to stay on the, on-prem and some of the other technologies. So, that we can, constantly. Showcase, that experience. Of of, migrations. And and moving, as the product changes yeah that there will be an element that will stay an on-prem, but, then there are also cases, where. There, are countries that that. Are. Regulate. It to where they. Will, never. Go, to the cloud they won't they all always want, to localize, their. Data so there are those exceptions, as well and. And we will measure some. Of those and probably in in those countries. Microsoft. Employees, will not go to the cloud but the majority, of our users will get to clout but we are building this journey so, that it can be repeated right, ok, next. Question is what are some of the top challenges. That uses face with Skype for business. So. That some of the top challenges, and I covered, it in a previous slide was.

That, Remote. Connectivity. Experience. Whether you're. At Starbucks, are, at another. Customer. Site we, want that first use experience, to, work. Really well so, you know there's a lot of work to. Remove. Some, of the overhead, in terms of alkyl requirements, and things of that nature which, ports need to be opened up on customer, infrastructure. So that, that can be solved, we. Talked about some of the the, challenges, with, mobile. Devices, that. Was a, huge. Push from, making. Sure that, iOS. Devices, work, really well and so, the, pivot has changed, from hey. The services is. Not up because we're dealing with capacity, issues - you, know what are those features another. Request. From users. That was a. Huge. Interest in. How. Do we use, Skype. For, business to collaborate, better and so, we have Microsoft, teams which, is more, of a slack compete, that basically. Connects, all of the o365, services. And makes collaboration better, so those, type of feedbacks, and I'm seeing them rapidly, being executed. Into, product, development. Awesome. Um. Another question here is what is the plan for managing emergency. Services, globally. So. Emergency, services, that that is a, huge. Topic for us and so, yeah. I guess I can speak to it from a Microsoft, of. A policy, perspective. For Skype for business, yes. Skype for business does. Provide, emergency, services and, and, we're building. That that story, now and. The. Way in and. The. Way that we are building that that story, is that, we. Have an intermediary, for, our, for. North America. That basically. Helps, us to. That. That, intermediates, or they basically take any emergency, calls and helps, us about validate, the the Civic address, and the. Way that we you. Know the big challenge, with emergency, service is are you. Know how do you, really, recognize where, that user is place and right, now, we. Statically, assign, our, users. Based on they, are building locations. So Skype. For business from, a policy, perspective, we. Provide emergency, services but. We also caveat. It that you, should probably use, your cellular. Phone in. A, case of an emergency. We. Are working to, provide, dynamic. Services so, that you. Know we will be able to recognize where the user is say if a user is, normally. Home out of England, and they, will come here to United, States we, want that emergency. Services to follow them but we're not there today but that's on the I mean, the complicity must be huge because you could have somebody in. An aircraft flying, across. The world and. Making a call from there yes yes. Looks. Like we've got another another question here as well on you you may have touched on this I think. Already. But what, a Microsoft plans for countries that are don't, allow data to be stored in the cloud yeah. That's, I think. You answered this one a little yeah but you know we do have an. Actual, effort that's called go local, and go, local, help, solve for challenges, such as bandwidth. Challenges. That countries. May be having, or if they have regulatory. Compliance. Challenges, and so we, are piloting that effort, as we speak down to to help solve for. Some of those challenges, where countries. May not. Have. You. Know Skype for business fully deployed right mm-hmm, okay awesome, look that's that's been great, I'm. Not seeing other. Questions, coming through at the moment and. We're actually coming. To the end of our hour broadcast here so where, I'd, like to thank you Dwight for. Sharing, your your, knowledge and your experience, and. Also more, importantly from taking time away from your day job because, you're, obviously, very. Needed back in the in. The trenches for us and, to you our customers want to thank you for joining us today taking your time and we really do hope that you've enjoyed the session and gained something out of this and we hope you take the opportunity to to, have a look at those those, links and and. Maybe have. Hopefully. We've, provided you some assistance along your journey with with Skype for business we. Do have regular live webinars, like this scheduled, every, month on a variety of topics, we'd. Love you to join, us for those and bring your colleagues along you, can find the scheduling information for those as well as recordings. And lots of other content, all of those case studies and whitepapers we. Talked about are up on our website at Microsoft. Comm /ip. Showcase, so. Until. We see you next time again thanks, right thank you and thank you all have, a great day.

2018-01-30 17:39

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