Outsourcing Enterprise Voice Support for Microsoft Lync
Unified communications voice deployments are on the rise, and many organizations are integrating Microsoft Lync enterprise voice with existing communications solutions, such as PBXs, IP PBXs and network and end-point devices. In fact, a key value of Lync is the APIs and plug-ins that enable it to operate with legacy systems and devices and be easily embedded in mission-critical business processes and customer care applications. As Lync becomes integral to these applications, users rely on internal teams to ensure uninterrupted service and predictable operations across their devices. The open nature of Lync presents a challenge to IT organizations who aren't trained to handle end-to-end telecommunications issues.
Microsoft solves this challenge through its Premier Support for Partners program, certifying third parties such as Dell to provide 24/7 end-to-end support for Lync to end customers. These partners invest in deep and broad training in the Lync application, underlying infrastructure and associated network, end-points and devices, to become Microsoft-certified support providers. With this support, customer IT departments can deliver Lync's collaboration benefits while confidently managing demanding service level agreements with only a help desk interface to the end-user and to the partner's experts.
Solving customer problems for maximum ROI
Here is a sampling of problems the Dell ProSupport team has helped resolve:
-
Known callers were not being identified on caller ID, causing recipients to leave the calls to voice mail and miss communications opportunities. The Dell ProSupport team examined session initiation protocol traces from Lync and determined that the legacy PBX wasn't passing caller ID information from the public switched telephone network (PSTN) correctly to Lync. Dell engaged the PBX vendor on behalf of the Dell ProSupport customer to work through a resolution.
-
An employee in a remote office ran up thousands of dollars in long distance charges which should have been free with Lync. The Dell ProSupport team investigated the call routing configurations and discovered that the order of the dialing rules was causing calls to Chicago to go directly to the PSTN from the remote site instead of traveling over the data connection to the Chicago office and then to the PSTN, where the calls would have been local calls. With simple changes to the configuration, Dell solved the problem.
-
A customer's employees were unable to communicate with partner organizations, though the customer had purchased and set up the appropriate Lync certificates. The Dell ProSupport team discovered that the certificates had not been correctly applied to the server at the Lync network edge and helped to remedy the problem.
-
A Lync Mobile 2013 user was unable to initiate calls. The Dell ProSupport team determined that the configuration was correct, and escalated to Microsoft. The team determined that a too-long Dial Plan name was creating the problem and resolved the problem.
Dell ProSupport solves 99% of Lync issues directly, without escalation to Microsoft
Dell ProSupport escalates less than 1% of operational problems to Microsoft for resolution. When they do escalate, Dell has direct access to Microsoft level 3 support, bypassing the time delays of going through lower support levels available to Microsoft Lync customers without a Microsoft Premier Support for Partners solution. Because Lync integrates with existing telephony systems and many manufacturers' devices, the Dell ProSupport team also works directly with other Lync ecosystem suppliers for quick resolution of integration, configuration or operational problems.
As a Microsoft partner with 21 Gold competencies and a leading provider of end-to-end solutions for Microsoft Lync, Dell has stepped up to support organizations migrating from legacy hardware-based telephony systems to Microsoft Lync's software-based UC. This offering, Dell ProSupport for Multivendor Software, Microsoft Lync Voice, makes Dell your single point of contact for all Microsoft Lync ecosystem support issues. Dell notes that they deliver "prompt and preemptive responses to Lync-related problems that can interfere with mission-critical communication requirements."
Summary
Microsoft Lync is rapidly gaining ground with all types of organizations in displacing legacy hardware-based telephony systems with software-based UC capabilities. UC represents an evolutionary path that requires more management and technology skills than most in-house IT organizations can provide. Because Microsoft Lync works with many vendors' devices and flexible infrastructure, customers working with a Premier Support For Partners provider like Dell can mean more rapid adoption and mission success for mixed environments.
This paper is sponsored by Dell.
Tags
Start YourCustomized Search
SOLUTION AREA
SOLUTION PROVIDERS
- 8x8 (37) Apply 8x8 filter
- Alcatel-Lucent Enterprise (50) Apply Alcatel-Lucent Enterprise filter
- AT&T (44) Apply AT&T filter
- AudioCodes (48) Apply AudioCodes filter
- Avaya (395) Apply Avaya filter
- Cisco (571) Apply Cisco filter
- Dell (11) Apply Dell filter
- Five9 (51) Apply Five9 filter
- Fuze (39) Apply Fuze filter
- Genesys (100) Apply Genesys filter
- HP (98) Apply HP filter
- IBM (171) Apply IBM filter
- Jabra (9) Apply Jabra filter
- Logitech (56) Apply Logitech filter
- Lumen (3) Apply Lumen filter
- Masergy (50) Apply Masergy filter
- Microsoft (764) Apply Microsoft filter
- Mitel (231) Apply Mitel filter
- NEC (128) Apply NEC filter
- Nectar (58) Apply Nectar filter
- Polycom (95) Apply Polycom filter
- Ramp (37) Apply Ramp filter
- RingCentral (123) Apply RingCentral filter
- Sennheiser (18) Apply Sennheiser filter
- Slack (13) Apply Slack filter
- Tata Communications (59) Apply Tata Communications filter
- Unify (185) Apply Unify filter
- Vonage Business (80) Apply Vonage Business filter
- Yealink (8) Apply Yealink filter
- Zoom (19) Apply Zoom filter
- Acme Packet (24) Apply Acme Packet filter
- Allworx (2) Apply Allworx filter
- Arkadin (22) Apply Arkadin filter
- Aspect (34) Apply Aspect filter
- BT (25) Apply BT filter
- CaféX (8) Apply CaféX filter
- CallTower (14) Apply CallTower filter
- Clarity Connect (10) Apply Clarity Connect filter
- Continuant (1) Apply Continuant filter
- Damaka (4) Apply Damaka filter
- Dialogic (5) Apply Dialogic filter
- Dimension Data (44) Apply Dimension Data filter
- Empirix (11) Apply Empirix filter
- Enghouse Interactive (17) Apply Enghouse Interactive filter
- Inference Solutions (9) Apply Inference Solutions filter
- IntelePeer (27) Apply IntelePeer filter
- IR (11) Apply IR filter
- Jive (21) Apply Jive filter
- Kurmi Software (21) Apply Kurmi Software filter
- Lifesize (33) Apply Lifesize filter
- Lightware (3) Apply Lightware filter
- Mavenir (6) Apply Mavenir filter
- Modality Systems (8) Apply Modality Systems filter
- Momentum (36) Apply Momentum filter
- Netfortris (5) Apply Netfortris filter
- NetSapiens (6) Apply NetSapiens filter
- NewVoiceMedia (31) Apply NewVoiceMedia filter
- Nureva (26) Apply Nureva filter
- NUWAVE (5) Apply NUWAVE filter
- Orange (32) Apply Orange filter
- OVCC (8) Apply OVCC filter
- Panasonic (18) Apply Panasonic filter
- PanTerra Networks (9) Apply PanTerra Networks filter
- ScanSource (21) Apply ScanSource filter
- SIPPIO (3) Apply SIPPIO filter
- Snom (20) Apply Snom filter
- Star2Star (8) Apply Star2Star filter
- StarLeaf (12) Apply StarLeaf filter
- Tadiran Telecom (2) Apply Tadiran Telecom filter
- TekVizion (8) Apply TekVizion filter
- Unimax (7) Apply Unimax filter
- Verint (38) Apply Verint filter
- Voice4Net (2) Apply Voice4Net filter
- VOSS (85) Apply VOSS filter
- Voxbone (14) Apply Voxbone filter
- West (28) Apply West filter
- XO Communications (3) Apply XO Communications filter
- Yorktel (17) Apply Yorktel filter
- Zultys (2) Apply Zultys filter
- 3CX (8) Apply 3CX filter
- ADDASOUND (1) Apply ADDASOUND filter
- Aerohive (1) Apply Aerohive filter
- Aryaka (1) Apply Aryaka filter
- Asurion (22) Apply Asurion filter
- Avnet (7) Apply Avnet filter
- Bandwidth (5) Apply Bandwidth filter
- Calabrio (5) Apply Calabrio filter
- Consilium Software (13) Apply Consilium Software filter
- Drum (5) Apply Drum filter
- ESI (6) Apply ESI filter
- Esna (16) Apply Esna filter
- Exinda (2) Apply Exinda filter
- EZuce (3) Apply EZuce filter
- GUnify (6) Apply GUnify filter
- Highfive (4) Apply Highfive filter
- Huawei (47) Apply Huawei filter
- Imagicle (3) Apply Imagicle filter
- IPCortex (1) Apply IPCortex filter
- KnoahSoft (1) Apply KnoahSoft filter
- KOVA (1) Apply KOVA filter
- Logmein (9) Apply Logmein filter
- Metropolis Technologies (4) Apply Metropolis Technologies filter
- Mutare (2) Apply Mutare filter
- NextPlane (27) Apply NextPlane filter
- Ooma (15) Apply Ooma filter
- Patton (11) Apply Patton filter
- Radish Systems (1) Apply Radish Systems filter
- Radisys (3) Apply Radisys filter
- Shango (1) Apply Shango filter
- SMART (163) Apply SMART filter
- Stack8 (1) Apply Stack8 filter
- Swyx (1) Apply Swyx filter
- TrueConf (4) Apply TrueConf filter
- UJET (12) Apply UJET filter
- Voximplant (3) Apply Voximplant filter
CONTENT TYPE
- BC Expert Insights Market (41) Apply BC Expert Insights Market filter
- BC Expert Insights Objective - Vendor Neutral (41) Apply BC Expert Insights Objective - Vendor Neutral filter
- BC Expert Insights Planning (15) Apply BC Expert Insights Planning filter
- BC Expert Insights Solution (11) Apply BC Expert Insights Solution filter
- BC Expert Insights Vendor (79) Apply BC Expert Insights Vendor filter
- BC Expert Insights Vendor Solution (144) Apply BC Expert Insights Vendor Solution filter
- BC Expert Roundtable (129) Apply BC Expert Roundtable filter
- Bcs Webinar (0)
- Bcs Webinar Registration (0)
- Best Practice (38) Apply Best Practice filter
- Buyer Guide (14) Apply Buyer Guide filter
- Case Study (29) Apply Case Study filter
- Executive Interview (145) Apply Executive Interview filter
- Expert Roundtable (446) Apply Expert Roundtable filter
- Guest Contributions (34) Apply Guest Contributions filter
- Multimedia (38) Apply Multimedia filter
- News Analysis (2081) Apply News Analysis filter
- Newsfeed Article (1303) Apply Newsfeed Article filter
- Newsfeed Article (1) Apply Newsfeed Article filter
- Thought Leadership (21) Apply Thought Leadership filter
- Vendor Collateral (211) Apply Vendor Collateral filter
- Vendor Resource Best Practices (24) Apply Vendor Resource Best Practices filter
- Vendor Resource Buyers Guides (2) Apply Vendor Resource Buyers Guides filter
- Vendor Resource Multimedia Content (4) Apply Vendor Resource Multimedia Content filter
- Vendor Resource White Paper (4) Apply Vendor Resource White Paper filter
- Webinar (13) Apply Webinar filter
- Webinars (7) Apply Webinars filter
- White Paper (64) Apply White Paper filter
MORE FILTERS
INDUSTRY
- Banking And Investment (800) Apply Banking And Investment filter
- Education (446) Apply Education filter
- Energy And Utilities (487) Apply Energy And Utilities filter
- Finance (12) Apply Finance filter
- Government (675) Apply Government filter
- Healthcare (482) Apply Healthcare filter
- Hospitality (180) Apply Hospitality filter
- Insurance (100) Apply Insurance filter
- Manufacturing (704) Apply Manufacturing filter
- Media/Publishing (422) Apply Media/Publishing filter
- None (43) Apply None filter
- Professional Services (745) Apply Professional Services filter
- Retail & Distribution (798) Apply Retail & Distribution filter
- Technology (1611) Apply Technology filter
- Transportation (110) Apply Transportation filter
PUBLICATION DATE
Latest Articles
Latest Articles

Comments
There are currently no comments on this article.
You must be a registered user to make comments