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Together with the product team, we launched the Get to Green program in March 2014, with “green” being the desired state of the service as shown in our metrics. Skype for Business has the same architecture as Lync 2013, so without a hardware upgrade, the user experience would be poor, no matter what else we did. The Lync 2013 architecture requires more robust hardware than Lync 2010, but we were still running the old servers. We determined that the problem was outdated hardware.

In 2014, we had 10 major incidents when as many as 1,000 Lync users were unable to make calls, join meetings, or were disconnected during a call. We knew this because when we upgraded from Lync 2010 to Lync 2013, users experienced poor call quality, dropped calls, and bad connections.

Unified communications is a real-time service that’s sensitive to change, client-to-client or server health anomalies, network latency, packet loss, and jitter.Īlso, we knew that our hardware would be insufficient to support peak usage. To get Skype for Business to work well for our internal users, though, we would need to manage a complex environment. Feedback from these users would help the product team improve the product before public release. In 2013, Microsoft IT planned to deploy a pre-release version of Skype for Business to the Microsoft global user base. Skype for Business has a design inspired by Skype and the security, compliance, and control of Lync. In 2011, Microsoft acquired Skype and integrated it into our Lync unified communications solution to create Skype for Business. Microsoft is a leader in unified communications-where voice, instant messaging, and conferencing converge to help employees communicate and collaborate effectively from anywhere. We also helped develop a Call Quality Dashboard to help other organizations optimize the user experience. We learned valuable lessons about hardware requirements, managing our complex network, accommodating diverse and remote clients, and running a unified communications platform in a hybrid cloud environment. When Microsoft IT deployed Skype for Business 2015 to support our highly mobile global user base, our goal was to provide the best user experience in the industry. Improving service quality in Skype for Business As written on /itshowcase Data Governance & Identity Management Solutions.