1. Transform the Way you Manage Skype for Business
Microsoft 2016
7/28/2018 3:32 PM
BRK2245
Transform the Way you Manage Skype for Business
Arun Raghavan
Vice President of Engineering
Unify Square
Dimitri Blondeel
Global Director of Managed Services
Unify Square
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2. Skype for Business vs Driving A Car
7/28/2018 3:32 PM
Skype for Business vs Driving A Car
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

3. PowerSuite™ and PowerAssurance™
7/28/2018 3:32 PM
PowerSuite™ and PowerAssurance™
PowerSuiteTM
Skype for Business operations solutions software
Solutions in 5 categories: Monitoring, Reporting, Analytics, User Experience & Provisioning
13 different solutions today and expanding to 20+ solutions by CY 2017
Expanding to encompass single pane of glass across cloud and on premise
PowerAssuranceTM
Managed cloud service for Skype for Business
Leverages PowerSuite for monitoring, reporting and troubleshooting
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4. Skype Operations Framework
Microsoft Ignite 2016
7/28/2018 3:32 PM
Skype Operations Framework
Unify Square PowerAssuranceTM covers the Operate Phases in the Skype Operations Framework
Unify Square PowerAssuranceTM Special Edition covers all Phases in the Skype Operations Framework
Unify Square PowerAssurance and PowerAssurance Special Edition
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

5. Top Skype for Business IT Operations Issues
7/28/2018 3:32 PM
Top Skype for Business IT Operations Issues
Paradigm shift from infrastructure-centric approach to user-centric approach
How to manage risk around (VQ and Availability) SLAs?
How to deal with top-down escalations?
Complex network issues impacting user satisfaction
“Gremlins” in the system that are rarely reported by end users
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

6. Microsoft Ignite 2016
7/28/2018 3:32 PM
Case Study #1 Actionable Recommendations for End User Voice Quality Issues
Problem:
All KPIs showing Green
Users complaining about poor call experience (Top Down)
Solution:
Discover users with largest proportion of poor calls (above acceptable poor call %)
Actively provide recommendations on a weekly basis
Scale out approach
Using:
PowerSuite Helpdesk
Small NA Customer (~1,500 end users)
Approach Currently Scaling to large Multi National Company (180k users)
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

7. Demo #1 PowerSuite Helpdesk Microsoft Ignite 2016 7/28/2018 3:32 PM
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

8. Case Study #2 Voice Quality Carrier Issues
Microsoft Ignite 2016
7/28/2018 3:32 PM
Case Study #2 Voice Quality Carrier Issues
Problem:
Unreliable PSTN Connectivity in remote (exotic) sites
Scope:
Affecting Small Branch Offices
Solution:
Monitor PSTN Connections with probe less synthetic transactions
Using:
PowerSuite Monitoring
Geography: (South East) Asia
Industry: Software
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

9. Demo #2 PowerSuite Monitoring Microsoft Ignite 2016 7/28/2018 3:32 PM
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

10. Case Study #3 Voice Quality and Availability SLAs
Microsoft Ignite 2016
7/28/2018 3:32 PM
Case Study #3 Voice Quality and Availability SLAs
Problem:
How do you provide SLAs on Voice Quality and Service Availability and how do you meaningfully address risks
Scope:
Service Level Management
Solution:
Checklist
Mitigated risk / increased outcomes
Tool Used:
PowerSuite Service Health
Geography: Worldwide
Industry: All Unify Square Customers
PowerSuite and PowerAssurance
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

11. Voice Quality Benchmarks (Overall)
Benchmark for Overall Poor Call: 2.14% (Target: 3.0%)
Obtained from crowd sourced platform PowerSuite.

12. Voice Quality Benchmarks (Wireless Internal)
Benchmark for Wireless Internal Poor Call: 4.33% (Target: 5.0%)

13. Demo #3 PowerSuite Service Health Dashboard Microsoft Ignite 2016
7/28/2018 3:32 PM
Demo #3
PowerSuite Service Health Dashboard
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

14. Case Study #4 Client Version Management
Microsoft Ignite 2016
7/28/2018 3:32 PM
Case Study #4 Client Version Management
Problem:
BYOD causes client version proliferation
Scope:
First Line Helpdesks
Solution:
Helpdesk workflow was changed to Check for version #
Technically possible to restrict client versions, though many enterprise choose not to do this
Using:
PowerSuite Call Explorer
Total Client Versions: 1,994 (!)
Geography: EMEA and Worldwide
Industry: Consumer Goods
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

15. Demo #4 PowerSuite Call Explorer Microsoft Ignite 2016
7/28/2018 3:32 PM
Demo #4
PowerSuite Call Explorer
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

16. Case Study #5 Supported vs Unsupported Devices
Microsoft Ignite 2016
7/28/2018 3:32 PM
Case Study #5 Supported vs Unsupported Devices
Problem:
How do you proactively address Voice Quality issues? (Echo / unsupported devices)
Scope:
Service Management
Solution:
Identify on a weekly / periodic basis , users who are candidates for user education around device choice
Using:
PowerSuite Call Explorer
Geography: North America
Industry: Charity
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

17. Demo #5 PowerSuite Call Explorer Microsoft Ignite 2016
7/28/2018 3:32 PM
Demo #5
PowerSuite Call Explorer
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

18. Case Study #6 “Gremlins” in the system
Microsoft Ignite 2016
7/28/2018 3:32 PM
Case Study #6 “Gremlins” in the system
Problem:
PowerSuite Monitoring revealed degradation and loss of conferencing functionality
Users rarely mention glitches, they just “retry” and get frustrated
Scope:
All users, all customers
Solution:
Synthetic transactions
Data Driven Problem Management
Tool Used:
PowerSuite Synthetic Transactions
Service Availability annotations provide instant context to Service Managers
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

19. Demo #6 Service Health Dashboard Microsoft Ignite 2016
7/28/2018 3:32 PM
Demo #6
Service Health Dashboard
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

20. Skype for Business vs Driving A Car
7/28/2018 3:32 PM
Skype for Business vs Driving A Car
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

21. PowerSuite™ and PowerAssurance™
7/28/2018 3:32 PM
PowerSuite™ and PowerAssurance™
PowerSuite
Skype for Business operations solutions software
Solutions in 5 categories: Monitoring, Reporting, Analytics, User Experience & Provisioning
13 different solutions today and expanding to 20+ solutions by CY 2017
Expanding to encompass single pane of glass across cloud and on-premise
PowerAssurance
Managed cloud service for Skype for Business
Leverages PowerSuite for monitoring, reporting and troubleshooting
Talk to us about your challenges
Booth #711
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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7/28/2018 3:32 PM
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© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

25. 7/28/2018 3:32 PM
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.