Microsoft Lync-to-PSTN serviceso much more than just ‘Dial tone and a DDI’

Unified Communications as a Service (UCaaS) solution – perfect for Office 365 users

Speaker: Chris Gillott – Fuse Collaboration Services

Email: c.gillott@fusecollaboration.comLync-to-PSTN DDIs: +44 (0)1604 214 001 / +1 (212) 574-8243

Mobile: +44 (0)7718 185 615www.fusecollaboration.com

Wednesday 14th May 2014

Agenda• Who am I? / Fuse Collaboration: Quick Overview• Some of the Office 365 to PSTN history• Our Lync-to-PSTN service history• Why Office 365 users are adopting our Lync-to-PSTN service?• What are the capabilities of our Lync-to-PSTN service?• What do our Lync-to-PSTN service customers see POST

implementation?• Which industry sectors are buying our Lync-to-PSTN service?• Our Lync-to-PSTN global UCaaS solution summary - in 1 slide• Relevant Office 365 Forums posts / Weblinks to our solution & Video• Wrap up / Questions?

Who am I?• Current: 2012 to present

Business Development Director – Fuse Collaboration Services (Fuse)

• Career Summary over last 20 years• Started career

1994 – 1999 in BT Global Services (Global Airlines) – selling Meridian PBXs & Global Voice/Data Networks (Concert)

• 1999 – 2001: IBM / ICL Mainframe Software development / IDMS to relational databases / migrations

• 2001 – 2006: Mobile Messaging – OutlookSMS: Send and Receive SMS text messages from Outlook

• 2006 – 2012: IBM System Integrators / IBM Mainframes / SAP solutions / Managed Services / ‘Cloud’

Fuse Collaboration: Quick overview

Microsoft Partner• IT Consultancy Services• Custom / Bespoke Software Development• Ongoing IT Managed Services

Office 365 deployment partner

• Started 2003 / Privately held

• Offices • Northampton (HQ), London, Leicester, Leeds, Bradford

Fuse’s capabilities

Some of the Office 365 to PSTN history• Jajah • bought in 2009 for $207M by Telefonica• ‘approved partner’ for giving external voice to Office 365

users• Needed to be on O365 Plan E4 to have service• Just a DDI / DID plus make/receive calls + minutes

• Pulled out of the market 31st August 2013• Rumours / customer feedback

• Poor call quality / calls dropping

• Jajah closed down on 31st January 2014

Our Lync-to-PSTN service history• Started 2012

• Lync 2010 service provided out of 1x London datacentre• Tier 1 SIP carriers• VoIP / Audio-conferencing bridge / inbound & outbound PSTN breakout platform

integrated with Hosted Lync

• 2013• Upgraded whole platform to Lync 2013• Upgraded to Tier 3+ datacentres in London (Equinix and Level 3) giving resilience• Datacentre setups are Active-Active mode plus provide load-sharing per customer• Multiple diverse SIP trunking to multiple Tier 1 SIP providers

• 2014• Added 3rd datacentre in USA (Equinix) to extend platform

Why Office 365 users are adopting our Lync-to-PSTN

service?

Here’s what one company sent us when we asked why they were considering our Lync-to-PSTN service!

Customer business drivers for considering our Lync-to-PSTN service Leverage & maximise investment in Office 365 & Lync

• Add ability to make & receive external PSTN landline / mobile calls from & to Lync online

Seamless integration with other O365 applications via rich presence• Outlook Email / Calendar plus SharePoint & Dynamics CRM (online/on-premises)

Reduce the number of disparate applications for users to log in and out of• E.g. Skype, GoToMeeting, WebEx, Join.Me, Jabber

Rise in demand for flexible / home working environments• Work from anywhere in the world you have internet connection – and have telephony capability• Greater collaboration with customers, partners and suppliers e.g. to work from their offices, but not rely on their phone infrastructure

No on-premises Lync server / PBX / SIP environments• To design, source, implement, manage and maintain + then upgrade at a later date

Financial Considerations• OPEX vs CAPEX model - Flexible service which moves in line with business changes & cost effective pricing• Centralised billing e.g. for home workers making calls• Reduced number of suppliers to negotiate with and manage

Rapid deployment (10-15 days from commercial agreement)• Reducing the time between identifying the business need and fulfilling it

What are the capabilities of our Lync-to-PSTN

service?

Capabilities of our Lync-to-PSTN service

Various service options• Standard, Lync Voice, Lync Enterprise + Voice• Hosted Voicemail delivered as .MP3 files into O365 Outlook email• Optional service bolt-ons:

• Financial Conduct Authority (FCA) compliant call recording – digitally signed, can’t tamper/delete and admissible in a court of law

• Fully Cloud Contact Centre – 99.999% uptime

Make & receive external PSTN telephone calls from Lync• Global outbound calling from your O365 applications – encrypted calls• Transfer PSTN calls globally between staff• Merge multiple PSTN calls together on the fly• Receive & handle up to 20 simultaneous inbound PSTN calls – if brave enough!!• Call forwarding / simultaneous ring to mobiles or other landline numbers

Capabilities of our Lync-to-PSTN service (cont’d) Existing business number porting

New number & non-geographic numbering provisioning

Outbound number spoofing choice for department groups / individuals

Multiple DDIs delivering into one Lync account

Business call handling / routing plus touch-tone IVR for call flows• Different departments, time of day, regional offices, group voicemail

Audio-conferencing bridge to dial into and/or out from• Have Lync, Lync Web App and Attendees from landlines and mobiles - all on the same

call

What do our Lync-to-PSTN service customers see POST implementation?

Office 365 users sign in with their same Office 365 email address

Office 365 users now get a Dial pad (to make outbound PSTN calls)

Office 365 Lync users choose how to handle inbound calls

Office 365 users can now call landlines & mobiles direct from Outlook emails

Office 365 users on ANY Plan can now receive inbound voicemails as .mp3 files to a single or group Outlook email address - to playback or forward on to other people as

required.The email message also includes the Calling Line Identification (CLI) number of the caller

which the user can ‘Click to Dial’ back directly without leaving that email – using our service

Office 365 users can now arrange future conference calls via O365 Calendar

How mixed (Lync, Lync Web App, PSTN) attendees appear on our Lync-to-PSTN conference calls

Seamless integration with Dynamics CRM plugin for Outlook

Seamless integration with SharePoint (online & on-premises)

What about Apple iPad users with Data SIMs?

Lync 2013 app on Apple iPad (receiving inbound call)

Lync 2013 app on Apple iPad (in-call view)

Lync 2013 app on Apple iPad (making outbound calls)

Example customer call routing/handling/IVR setup

Included with our serviceUser Management, Department Profiling & Call / Billing

Reporting Portal

Sample USB / Bluetooth Lync devices compatible with our Lync-to-PSTN service

Fuse’s Boardroom / Conference Room setups

All you need is Office 365 / Lync Online, a Tablet PC & Bluetooth / USB speakerphone plus our Lync-to-PSTN service

Which industry sectors are buying our Lync-to-PSTN service?

It is a real mixture – being a Microsoft Office 365 customer is the common factor

Lync-to-PSTN example customer sectors• Education / IT Recruitment • Maritime Satellite provider to Ships• Consulting services firm• Audio / Visual services provider• Luxury holiday property rental company• Swiss Financial Re-insurance company• UK Government Agency/Charity• Canadian charity

Example Customer: Maritime Satellite Company

Case Study: UK Government Agency / Charity• Goal: go totally ‘Cloud’ & needed rapid deployment for Go-Live April 2014

• 8 UK locations / Call Centre at HQ• Limited IT support per site

• wanted USB & Bluetooth Lync devices (deskphones & headsets) & use Lync Client functionality on PC

• Office 365 customer• Also Dynamics CRM 2013 online / Lync-to-PSTN / Cloud Contact Centre

Result• 179 users / 30 Call Center agents

provisioned, rolled out & trained users in just weeks (actually delivered 1 week early!) • vs at least 6 months for normal Home Office project delivery

• Major Dynamics CRM 2013 Online deployment as well• 99.999% Cloud Contact Centre solution delivered in/out of Lync-to-PSTN service• Supplied Polycom CX300 USB deskphones / Plantronics C720-M USB headsets• Ongoing support provided• More users planned…

Our Lync-to-PSTN global UCaaS solution summary – in 1 slide

Relevant Office 365 Forums posts / Weblinks to our solution information

Office 365 Forum Posts: • How

Office 365 customers can make & receive external PSTN telephone calls seamlessly from & to Microsoft Lync• Lync to PSTN / Lync to Phone (VOIP and Lync integration)

global service platform available for Office 365 users on ANY Plan...not just Plan E4

• Lync-to-PSTN solution information - on Fuse Website• Quick Video overview

OFFER to ALL Office 365 end users:

We have fully functioning Lync-to-PSTN DEMO accounts if you would like to trial

the service for yourselves?

Please contact us at lync@fusecollaboration.com

Thanks for listening / Any questions?

Speaker: Chris Gillott – Fuse Collaboration Services

Email: c.gillott@fusecollaboration.comLync-to-PSTN DDIs: +44 (0)1604 214 001 / +1 (212) 574-8243

Mobile: +44 (0)7718 185 615www.fusecollaboration.com