Is Skype for Business fi t for your business?

Transcription

1 WHITEPAPER Is Skype for Business Beyond expectation.

2 Introduction. In this whitepaper, we ll explore whether Skype for Business is finally ready for enterprise and investigate different strategies for adopting or transitioning to Skype. Skype for Business is the hottest and most disruptive Unified Communications (UC) solution to hit the market in recent years. First there was Skype, a well-liked consumer app for instant messaging, video chat and voice calls. Then Microsoft bought the company in 2011, continuing to offer it as a consumer product along with Lync as a business application. But in 2015 Microsoft announced it would drop the Lync name entirely, renaming it Skype for Business. Skype for Business (Skype4B) now combines the familiar user experience of Skype with the enterprise functionality and security of Microsoft Lync. The expected benefits include cost savings, improved productivity and better internal collaboration. In truth, the shift is more of an exercise in rebranding than a service revolution. While the UI has been changed slightly to more closely resemble Skype - with a simplified interface, access to personal Skype directories and new integrations - the experience for end users remains relatively unchanged. So given the naming convention, it s not unreasonable to ask if Microsoft s Skype for Business really is fit for business today; especially as its being presented as a serious replacement for your previously standalone PABX-based telephone systems. In this whitepaper, we ll look to answer the following questions: 1. What is Skype for Business and how does it differ from Lync and consumer Skype? 2. Is Skype for Business a credible UC solution today and could it really adequately replace my existing IP telephony system? 3. How does Skype for Business affect my communications plans and what are my options for ignoring, adopting or fully transitioning to Skype4B? 2

3 1. Is Skype for Business ready for my business today? The rise and rise of Skype for Business. It s worth bearing in mind just what Skype for Business actually is before considering its potential use as a replacement telephone system and where it fits into your communications strategy. And when Microsoft say a replacement they mean just that a complete telephony replacement. But it s also more than that. For a start it s far more than just a telephone system and this is both one of its greatest assets and a fact that can cause concern. The latter is especially true amongst organisations who tend to prefer to be fairly conservative in their adoption and use of technology, letting others blaze the trail and waiting for it to be a proven quantity. Although the term Skype for Business was only adopted last year, the underlying technology is not quite as untried as you might imagine (or as its competitors might want you to think). Skype for Business as we know it today first started life as Microsoft Live Communications Server back in 2003 before going through various names and releases - Office Communications Server (OCS) R1, OCS R2 in 2008, Lync 2010 and 2013 before finally morphing into Skype for Business in Along that development journey, like most Microsoft business applications, the products were deployed on servers within an enterprise and, in many cases, locally integrated with adjacent technologies such as telephone systems. As the Microsoft Communications applications developed they gradually took on more of the features and functionality of the systems they were interfacing (until in effect they made those other discreet systems redundant). At the same time it has become increasingly common to deploy the Microsoft Communications applications within a hosted environment rather than on premise and now, with Skype4B Microsoft has integrated the product with and deployed it from within Azure (their own cloud based hosting environment). 3

4 Skype jargon buster. Info. Microsoft simply define Skype for Business as: Professional meetings and collaboration - all integrated with your Office apps. Messaging, meetings, and screen sharing all in one app that works with Office. But after last year s switch from Lync to Skype for Business, many people are confused with what is actually available, how it works and whether it really is a potential replacement for their enterprise voice service. After all, there are two Skype services (the free consumer version and the paid-for online or on premise version). There are two client types available as well. So what is actually meant by Skype and its various iterations? Skype for Business Server 2015: This on premise server provides IM, Presence, peerto-peer voice over IP and video, conferencing, enterprise voice and telephone system (PSTN) connectivity. Skype for Business Online: This service in Microsoft Cloud or Office 365 provides IM, presence, peer-to-peer VoIP and video and conferencing. It does not provide enterprise voice or PSTN connectivity currently (but Microsoft says these features are in development). Skype for Business: This client replaces the Lync client as part of the Office suite. It works with Skype for Business Server or Skype for Business Online. Clients are available for Windows and Windows Phone; clients for OS X, ios, and Android are planned, but in the meantime you can enable and use the current Lync clients on these platforms with Skype for Business. Skype: This client is available for consumer download, providing free service for personal use. Its features are similar to those of Skype for Business but usually are more limited in scope; for example, consumer Skype supports 25 people on a conference call versus 250 in Skype for Business. There are Skype clients for Windows, OS X, Linux, ios, Android, BlackBerry, and Fire OS; they do not work with the Skype for Business servers. 4

5 2. So what does Skype for Business do and is it enterprise ready? Last year it was widely reported* that in excess of 80% of businesses utilised Microsoft communications applications in one of the previously listed release forms for Instant Messaging and Presence, while between 50% and 60% used it for conferencing (audio and video) and around 30% already had it deployed as a complete PABX replacement. *Source - No Jitter survey of 540 IT Professionals May 2015 AVST presentation So what does Skype4B do? Well unified communications (UC) and collaboration are the industry buzzwords which commonly define it. UC because it enables the presentation of and simple switching between multiple modes of communication on a single device your phone, laptop, tablet or a conference screen. And those modes of communication include every form of , telephone call, video, presence and instant messaging that you might need to collaborate with colleagues, partners, prospects and customers. Skype4B lets you communicate how you want, when you want and on the device you want. Because it s completely embedded and integrated within the Microsoft Office application stack, you have immediate access to your communications suite without having to open any other apps or use another device. Microsoft Skype for Business is absolutely fit for business and undoubtedly will become in part or in whole the de facto communication tool within, without and between organisations - just as the Microsoft Office suite is the de facto world-wide desktop. In 2014, Microsoft Lync entered the leaders section of the respected Gartner magic quadrant for Unified Communications. Like the mobile phone (the last disruptive communications technology) before it, what started out as the province of a select few may now become a necessary and familiar tool being without it could even put you at a competitive disadvantage! Why is Skype4B a game changer for organisations today? It s in the introduction of Presence and instant messaging embedded throughout their familiar Office application stack, where Microsoft have quietly, but very efficiently, changed the communications game. Presence means that the vast majority of people whether using Outlook, Word, SharePoint or other Microsoft applications can see at a glance when their colleagues are logged in, free, busy, away or not to be disturbed via these embedded features in the Skype4B application. This data, available with just a quick glance, has changed the way we think before we communicate, reducing the number of pointless phone calls and voic s significantly. With Skype4B you can open a client on your device and call someone directly or simply right click on a person s name in any other Microsoft Office application to call the person you need (using your pc microphone and speakers or a headset), having instantly seen that they are free and available from their Presence status. This is a real bonus for remote workers who have become 5

6 eager adopters and means the end of having to look up, remember or even dial phone numbers! At the same time you can share your desktop with any number of parties in a truly collaborative style and make video calls using those same methods too. But what really potentially sets Microsoft s Skype4B above any other communications systems (and provider) is the introduction of Federation. Federation (subject to an organisation s security policies and individual preferences) enables whole organisations, as well as individuals, to add external parties to their directories and see their Presence status, wherever they are in the world (as long as they are also Skype4B users). They can also contact people using any one of the multiple modes that Skype4B supports, all without leaving the Microsoft environment and at no additional charge. Can it really fully replace my enterprise PBX though? So, can I replace my phone system with Skype for Business? Yes you certainly can. From a practical perspective, Microsoft cannot provide direct PSTN connectivity from their 365 online cloud hosted service yet - so an integrator like Azzurri will typically need to host and manage this aspect of the Skype for Business deployment for you. In the future though Microsoft will provide the option in the UK (which they already do in the US) to supply PSTN connectivity services directly from their cloud for those who wish to take it - assuming the options, SLA s and pricing are competitive of course. 3. Skype for Business - what are your options? So how does Skype4B affect your communications planning? And what are your options for ignoring, adopting or fully transitioning to Skype4B? The chances are you re using Skype4B (or one of its predecessors) in some capacity in your organisation, probably along with an existing IP PBX phone system and potentially other integrated or standalone UC systems (audio, web or video conferencing for example). Your challenge is to take your current environment and upgrade/replace it for the new disruptive Skype4B world so how do you do this? Without proper consideration it can easily become a very complex and challenging task. Apart from getting the technology and networks right, there are also cultural and user adoption aspects that must be considered - so this is a more strategic activity than ripping out an old phone system and replacing it. The best way to approach Skype4B is not in one jump, but as part of a journey. There are a number of practical concerns for starters: Is Skype suitable for a contact centre? And can it really replace an enterprise IP PBX? You might also be keen/need to maximise your existing investments in your communications systems (Mitel and Avaya kit for example), rather than simply write it off. Can your network cope with Skype4B? Do you understand the implications that voice and real time communications can have on your enterprise network and how it fits in the communications environment? What about security concerns? How can you transition to Skype4B without taking a big risk when cutting over? It s important that you understand (or consult with a UC expert to get guidance) on these practical considerations. For example, a 0.5 second delay when sending an IM is not critical and likely won t really be noticed (you ll likely assume the other person is typing), but the same latency on a voice 6

7 call will cause a bigger issue, obstructing user productivity and leaving a negative perception of the system. And if users aren t impressed with something, they won t embrace it and the productivity gains won t be fully realised. Four strategies for Skype4B: One: Head to the cloud. One option is to take a leap and move everything into the Microsoft cloud with a Skype for Business deployment for UC and telephony for all your users. Why would you do this? One integrated, unified communications system with a familiar user interface, provided and supported by the manufacturer. And why not? There is no Microsoft connectivity to the PSTN at present from within their cloud, so you ll need to engage a communications systems integrator to address this element for you. Also if you have specialist requirements, say for contact centre support, you may need to have this technology integrated. Lastly you might want to consider the potential expense you will incur (new headsets, new handsets, the need to rip and replace on your existing systems). Two: The big bang deployment. Like option one, with this strategy everyone in the business goes full Skype for Business, but you retain control with an on premise solution, rather than moving it into the cloud. Why would you do this? If you have the technology infrastructure or private data centre facilities and local support expertise this could be an interesting option. It may also sit better with your organisation s security policies. Additionally, if you have your own wide area network you may feel more comfortable with Skype for Business sitting at its centre. And why not? Skype for Business, like most modern unified communication platforms, is often better suited for cloud deployment in the heart of the network where uptime and reliability can be guaranteed and users have unfettered access to the platform from wherever they may choose to work. Similarly its integration with the rest of the Microsoft desktop suite lends it to cloud deployment, particularly if your organisation is moving to or is already an Office 365 user. Three: The hybrid/blended approach. With this approach, you keep your current phone system, but integrate it with Skype4B to take advantage of the UC and collaboration features such as Presence, IM and video. This is where many businesses are today and can be the first step on a transition to full Skype4B. For example, you may select specific users or business functions to move onto Skype4B to benefit from the integration and collaboration benefits, but you still keep the IP PBX and deskphones for others. This approach also lets you transition to Skype as and when your business is ready. Why would you do this? You get the best of all worlds your users who can most benefit from Skype s collaborative functionality can do so, while you maximise the return on your existing familiar IP PBX 7

8 investment - particularly where that system may be providing critical functionality or regulatory compliant services. And why not? Having two systems as opposed to having one solution could complicate your support model unless you have a single provider for both. Four: Stay on the current path. Do you need Skype4B at all? Some organisations might want to continue to invest in their current systems, rather than transition over time or indeed jump straight to Skype4B when you might not consider it fully ready. Why would you do this? Skype for Business is not the only unified communications system. Though it integrates very tightly with the wider Microsoft Application stack, many other communications platform vendors technologies offer similar functionality and features to Skype for Business including IM, Presence, video and conferencing from fixed and soft clients alongside their more traditional end points. And why not? In the longer term, and given that many if not the majority of organisations are already Skype for Business users in whole or in part, it s possible that Skype for Business will become the unified communications standard, just as Office is the desktop application suite standard. In this scenario communication with suppliers and customers may be easier if all are on Skype for Business, especially if and where Federation is attractive. 8

9 What now? The next steps. Skype for Business is far more than a telephone system replacement but perhaps ironically the only challenge Microsoft have faced in moving Skype for Business to their cloud deployment model has been the provision of the traditional telephony elements of public exchange lines and associated session border controllers. In practice with Skype for Business, the exchange lines are provided in the form of SIP connections. These have had to be provided and managed by an integrator (such as Azzurri), either on premise or, as in Azzurri s case, from within their own data centres where the telephony element of the Skype for Business server array is hosted. Azzurri can then connect to and integrate their hosted Skype Telephony server to the customer s own Microsoft Office 365 and remaining Skype for Business applications in the Microsoft Azure cloud. Azzurri can provision Microsoft Skype for Business through our ICON Communicate service, a complete UC as a Service offering including telephony, collaboration services and more. Plan your transition to Skype for Business with Azzurri Communications. Your challenge is to take your current environment and upgrade/replace it for the new Skype4B world and there are a number of conflicting approaches as seen earlier. We understand the challenges of moving to Skype4B the practical matters, the technological challenges and the need to maximise your existing investments. It s not just one step, it s a journey. You need to work with UC experts, like us, to tackle the underlying issues such as rightsizing your network, understanding the impact of voice and real time communications, considering how it fits into your communications environment and keeping it all secure. ICON Communicate is Azzurri s cloud based UC as a Service offering. It delivers a hosted unified communications solution that can incorporate Skype4B, Mitel or Avaya UC technology as part of a fully managed service with SLAs guaranteeing performance. This means you can move to a hybrid environment with multiple systems or gradually transition across to Skype4B on your own timescale, within the same contract. ICON Communicate helps you maximise your investment but you still retain the agility to adapt and evolve with technology and the market. Visit to find out more about ICON Communicate and Skype4B from Azzurri. 9

10 About Azzurri Communications. Azzurri Communications is transforming UK organisations through technology and managed services. Since 2000, Azzurri has helped its customers to become faster, more connected and more competitive by delivering unrivalled expertise and award-winning services. Azzurri s flexible services and integrated solutions include unified communications, enterprise mobility and flexible working, networks, contact centres and document solutions. Today, Azzurri is focused on delivering transformational solutions for mid-market private enterprise and public sector organisations. Azzurri helps securely connect organisations with their people and their customers, in the office, on the move and in the cloud. Beyond expectation.