Microsoft Office System Customer Solution Case Study

Leading Content Provider Reduces Telephony Connection Charges Up to 80 Percent with SIP Trunking

Overview “We did a call rate comparison and SIP Trunking is Country or Region: United States much cheaper than PRI. It varies by cost Industry: Professional services destination, but in some cases there was a 60 to 80 Customer Profile percent cost difference for telephony connection Lionbridge is a leading provider of language, content, and technology charges.” outsourcing services. The company has Henk Thomassen, IT Systems Engineer, Lionbridge 4,600 employees across 26 countries. Lionbridge is a leading provider of translation and localization

Business Situation services. The company has more than 4,600 specialists across The company wanted to reduce audio 26 countries. In 2008, Lionbridge decided to upgrade to conferencing costs and also provide a Session Initiation Protocol (SIP)–based Microsoft® Office Communications Server 2007 R2. The communications environment to reduce company wanted to take advantage of improved audio costs and improve telephony management. conferencing capabilities and a communications environment based on Session Initiation Protocol (SIP). With help from its Solution Lionbridge is upgrading to Microsoft® partner Global Crossing, Lionbridge deployed SIP Trunking to Office Communications Server 2007 R2 help improve telephony management and deliver the best call to take advantage of improved audio conferencing capabilities. The quality at the lowest cost. With SIP Trunking, Lionbridge expects organization will also migrate voice to reduce telephony connection charges by 60 to 80 percent and communications from Private Branch Exchange (PBX) to Office potentially eliminate U.S.$1.4 million of Private Branch Communications Server on an ongoing Exchange (PBX) charges a year. Lionbridge expects that basis. additional cost savings from audio conferencing could be Benefits $300,000 to $500,000 a year.  Reduced audio conferencing costs by U.S.$300,000 to $500,000 per year  Reduced telephony connection costs  Improved telephony management "PBX capital Situation Office Communications Server 2007, it still Lionbridge is a leading provider of paid tens of thousands of dollars monthly investments can be language, content, and technology for external conferencing services. significant over time— outsourcing services. Through its translation and globalization service Lionbridge has 40 separate Private Branch costing approximately offerings, Lionbridge adapts client software Exchange (PBX) telephone systems $40,000 a year. With products, applications, and Web content to spanning many geographies—each meet the linguistic, technical, and cultural managed separately and with varying almost 40 PBX requirements of users worldwide. Some of qualities of service. “Some countries have systems that could be the company’s clients include Nokia, maintenance fees for their PBX equipment, Hewlett Packard, Volvo, EMC, and but others aren’t spending anything unless replaced in the next Expedia. The company is headquartered in the PBX breaks down,” says Thomassen. five years, we hope to Waltham, Massachusetts, and has 4,600 “If the PBX breaks down, they have to go employees across 26 countries, including into emergency mode—people have to use save almost $1.4 1,600 skilled professionals in India, China, their mobile phones and implement other million, not including and Eastern Europe. workarounds. It disrupts their business. They also have to spend tens of thousands the $500 per month With employees in such diverse locations, of dollars on equipment to resolve the cost of each PBX the ability to quickly and easily problem. Our goal is to eliminate those communicate across time zones can be costs completely and replace the trunk." challenging. In early 2008, Lionbridge functionality with Office Communications Oyvind Kaldestand, Director of Information deployed Microsoft® Office Server 2007 R2.” Technology, Lionbridge Communications Server 2007 to all 4,600 employees. Office Communications Server Solution 2007 is one of the cornerstones of unified In 2008, Lionbridge decided to upgrade to communications solutions from Microsoft, Office Communications Server 2007 R2, providing instant messaging, presence, which offers the audio conferencing, voice communications, as well as audio, Session Initiation Protocol (SIP), and voice video and Web conferencing. Employees over Internet Protocol (VoIP) features the are currently using the solution’s instant company requires. Oyvind Kaldestad, messaging, PC-to-PC calling, presence, Director of Information Technology at and Web conferencing features to Lionbridge, describes the reasons for the communicate and collaborate with one decision. “There are two features of R2 that another on a daily basis. are really important to us. First is the dial-in conferencing, which is very important to “With the deployment of Office move the remaining meetings still kept on Communications Server 2007, the an external conference bridge to Office company made a strong effort to stop using Communications Server. Secondly, SIP third-party audio conferencing services,” Trunking will enable us to use VoIP much says Henk Thomassen, IT Systems more efficiently.” Engineer for Lionbridge. Although the company eliminated over 50 percent of its Lionbridge has deployed Office audio conferencing services costs with Communications Server 2007 R2 to 350 "Global Crossing has users and plans to upgrade the rest of the deploy a SIP Trunk in Madrid and it is company’s 4,600 employees in 2009. The working on one in the United States. The been valuable as a new solution will support audio company expects to replace about 40 PBX partner. They have conferencing bridges on the server. With systems over the next five years. Because this support, Lionbridge employees will be of the flexibility of call routing of SIP shown the able to participate in audio conferences Trunking, Lionbridge believes that it will improvements in from a mobile phone and other land-line only need a small number of SIP Trunks phones while they are out of the office. IT worldwide. flexibility that we can can also open up audio conferences to have in terms of call external users. With each office’s deployment of SIP Trunking, Lionbridge incurs costs to routing and Software-based audio conferences hosted establish local numbers, test connections, redundancy." on Office Communications Server 2007 R2 modify voice prompts, and fulfill other are much easier to organize than traditional activities. So a change management effort Henk Thomassen, IT Systems Engineer, dial-in services and provide a familiar user will accompany the deployment of SIP Lionbridge interface. Trunking, including training users and communicating phone number changes. Along with audio conferencing, the other Lionbridge has benefited from the expert key capability of Office Communications guidance that Global Crossing has Server 2007 R2 that Lionbridge expects to provided regarding the SIP Trunking take advantage of is SIP Trunking. SIP deployment. Thomassen says, “Global Trunking is the use of SIP and Real-time Crossing has been valuable as a partner. Transport Protocol (RTP) to pass telephony They have shown the improvements in traffic from the enterprise network edge to flexibility that we can have in terms of call a network service provider over an IP routing and redundancy. Global Crossing connection, without traversing traditional provides redundancy for us— telephony networks. “SIP Trunking is great. if one of our SIP Trunks is down, Global It looks very promising,” says Thomassen. Crossing can automatically detect and The company expects significant savings route the calls to another SIP Trunk. This is compared to Primary Rate Interface (PRI) the kind of flexibility we really like.” lines. “It removes the need to have both a Mediation Server and a PSTN (Public Benefits switched telephone network) gateway in Lionbridge expects to see significant each local office. And there is more benefits as it deploys Office flexibility in how we can design our Communications Server 2007 R2. The infrastructure beyond the borders of company plans to reduce the costs of its specific countries or specific offices." communications capabilities by removing PBX equipment and implementing SIP Lionbridge enlisted the help of its VoIP and Trunking for network access. At the same SIP Trunking partner, Global Crossing, a time, Lionbridge can provide additional SIP Trunking service provider qualified for services to employees, such as audio Office Communications Server 2007 R2. conferencing bridges. Global Crossing has helped Lionbridge “SIP Trunking enables Reduced Conferencing Costs With a switch to Office Communications With its previous deployment of Office Server 2007 R2 and SIP Trunking, us to define a good call Communications Server 2007, Lionbridge Lionbridge will decrease PBX setup and routing plan that reduced its costs for external audio maintenance fees and eliminate local conferencing service providers by more maintenance contracts for PBX systems, ensures us the best than 50 percent. By upgrading to Office which are completely managed on the local audio quality at the Communications Server 2007 R2, the level. The company will also avoid company will be able to take advantage of purchasing additional equipment for PBX least cost.” dial-in conferencing capabilities that will systems. “With SIP Trunking, we expect a Henk Thomassen, IT Systems Engineer, cover all conferences, including those with savings in management costs,” says Lionbridge customers, partners, and employees away Thomassen. The switch to SIP Trunking from their computers. Lionbridge expects to will centralize telephony management, save U.S.$300,000 to $500,000 with the enabling more efficient management. deployment of Office Communications Server 2007 R2. “PBX capital investments can be significant over time—costing approximately $40,000 Reduced Telephony Connection Charges a year,” says Kaldestad. “With almost 40 Lionbridge uses SIP Trunking to benefit PBX systems that could be replaced in the customers by consolidating voice and data next five years, we hope to save almost networks into one connection, which $1.4 million in capital investments, not significantly reduces the cost of including the $500 per month cost of each connectivity to the service provider PBX trunk.” Lionbridge is able to avoid network. By centralizing their PSTN investing in existing technologies as it connectivity into the data center with SIP moves towards the future with unified Trunking services from Global Crossing, communications. Lionbridge expects to reduce telephony connection charges. “A company of our size may incur millions of dollars of calling charges worldwide every year,” says Kaldestand.

Thomassen says, “We did a call rate comparison and SIP Trunking is much cheaper than PRI. It varies by cost destination, but in some cases there was a 60 to 80 percent cost difference for telephony connection charges. We were quite amazed by seeing those cost differences. SIP Trunking enables us to define a good call routing plan that ensures us the best audio quality at the least cost.”

Improved Telephony Management For More Information Microsoft Office System For more information about Microsoft The Microsoft Office system is the business products and services, call the Microsoft world’s chosen environment for information Sales Information Center at (800) 426- work, providing the programs, servers, and 9400. In Canada, call the Microsoft services that help you succeed by Canada Information Centre at (877) 568- transforming information into impact. 2495. Customers who are deaf or hard- of-hearing can reach Microsoft text For more information about the Microsoft telephone (TTY/TDD) services at (800) Office system, go to: 892-5234 in the United States or (905) www.microsoft.com/office 568-9641 in Canada. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information by using the World Wide Web, go to: www.microsoft.com

For more information about Global Crossing products and services, visit the Web site at: www.globalcrossing.com

For more information about Lionbridge Technologies products and services, call (781) 434-6000 or visit the Web site at: www.lionbridge.com

Software and Services Devices  Microsoft Office  Microsoft UC-qualified devices provide − Microsoft Office Communications the optimal UC experience and Server 2007 R2 economics: wideband audio, plug-and- − Microsoft Office Communicator 2007 play installation, and seamless Microsoft  Third-Party Service Office Communicator 2007 integration. − Global Crossing SIP Trunking − Polycom CX200 USB phone Service − Jabra GN2000 NC USB headset VoIP Outbound − Plantronics SupraPlus Wideband USB VoIP Local headset

Partner This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR Global Crossing IMPLIED, IN THIS SUMMARY.

Document published January 2009