Skype for Business Review

It is easy to integrate with Call Centers and doesn’t need separate appliances or hardware but several aspects have room for improvement

For how long have you used this product?
- 2 years

Which features of this product are most valuable to you?
- VoIP, IM Chat, Conferencing, Mobility

Can you give an example of how this product has improved the way your organization functions?
- Make it easy to communicate between colleagues, partners and even other companies. It is easy to integrate with Call Centers and doesn’t need separate appliances or hardware. It all can be virtualized. It also allows you to call anytime and anywhere from within your PC or Mobile phone.

What areas of this product have room for improvement?
- IM and file transfer, Conferencing, Persistent Chat, Monitoring and Archiving, Quality of voice and video and Mobility.

Did you encounter any issues with deployment, stability or scalability?
- Integration with Office 365 can be difficult sometimes if migrating users from Lync on cloud to Lync on premise.

Did you previously use a different solution and if so, why did you switch?
- We used to have Openfire, but since we are partners of Microsoft and Lync was a unified communication solution for enterprises which gather everything in it. Then we decided to migrate and deployed our first Lync in 2010.

Before choosing this product, did you evaluate other options? If so, which ones?
- No, we have just choose to go for Microsoft Lync and so as many of our enterprise customers who previously had OCS deployed on their premise.

How would you rate the level of customer service and technical support?
- Overall the level of customer service for Lync is good however, for Microsoft Office 365 it has been improved from getting support on forums to exchanging e-mails and even following up on issues by phone calls.

Was the initial setup straightforward or complex? In what ways?
- Initial setup was some how complicated with the edge part as you have to understand the trick of getting two NICs working and routing the traffic on internal NIC to Lync front end while the other NIC which is external has to face the Firewall DMZ lan.

Did you implement through a vendor team or an in-house one? If through a vendor team, how would you rate their level of expertise?
- We have deployed an in-house server and it’s currently still up and running, also we have evaluated the Office 365 and support was extremely good.

What is your ROI on this product?
- Lync has many features that would save your enterprise money, time and effort. Starting with the money, it lessens the cost of communication by using less PSTN lines for VoIP calls when using the Enterprise Voice feature for Lync, It saves you time since you can have conference calls with your clients on Lync using Multiple Conferencing capability along with Multi-Video as well saving the time of going to the customer’s main office for the meeting. Also it can be integrated with other various application servers providing you features which you probably don’t know about yet.

What was your original setup cost for this product and what is your day-to-day cost of using this product?
- Total cost of the project may vary depending on the requirements of the setup, The number of clients who will be using it and what kind of features would they require on it. It may start from $5000 up to $50,000.

What advice would you give to others looking into implementing this product?
- I have recommended Microsoft Lync to one of the customers who had Asterisk and used to have lot of voice quality issue even though they are using the generic audio codecs that are used by majority of VoIP applications. Microsoft Lync uses a different Codec which makes it unique and has better quality in this case.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Add a Comment
ITCS user

author avatarit_user3483 (Senior Consultant at Unify Square)
Top ReviewerReal User

It is a good review but I suppose it is dedicated to Lync 2010 ("Lync Server" is a bit too generic)

The areas to be improved in Lync 2010 are the ones that have been actually improved in Lync 2013. I will try to make a short list

Conferencing: now uses Office Web Apps to share PowerPoint, so it changes the experience

Persistent Chat: now it is Group Chat and has been totally redesigned

Monitoring and Archiving: now are features of the Front End server, so a big change here too

Mobility: the new Lync 2013 client for mobile devices, is so good that it can compete with the desktop software

author avatarit_user6528 (Infrastructure Expert at a comms service provider with 51-200 employees)
Real User

Hi Fabrizio,

Yes this review is dedicated to Lync 2010 more than 2013 however, I have migrated to 2013 about few months ago and noticed the big difference and change between both 2010 and 2013. as you mentioned Monitoring and Archiving are now part of the FE but require a separate SQL server. Mobility has been improved that it actually makes you not in need to use your desktop sometimes.

WAC server supports PowerPoint slides share for multi-point conferencing. I have deployed WAC couple of times in dedicated server (Internal) use and had great results.

Overall I can say a lot of my clients were very satisfied about the results.

I think I have to write another review about Lync 2013.