Lionbridge is a leading provider of translation, development, and testing solutions that enable clients to create, release, manage, and maintain their technology applications and web content globally. With program managers, linguists, and engineers
working in more than 38 offices around the world, the company needed a communications solution to increase productivity and connect client production teams working in different locations. It deployed Microsoft Lync Server 2010 for voice, conferencing, instant
messaging, and presence capabilities. It replaced traditional telephony equipment at 20 offices and deployed enterprise voice to 2,900 employees, resulting in significant cost savings and productivity improvements. Lionbridge tested Lync Server 2013 and is
impressed with the updated high availability configurations, additional federation capabilities, and enhanced conferencing options.
Founded in 1996, Lionbridge is a leading provider of translation, development, and testing solutions. Through its translation solutions, Lionbridge adapts client software products, applications, and web content to meet the linguistic, technical, and cultural
requirements of users worldwide. Some of the company’s clients include Samsung, Hewlett Packard, Volvo, EMC, and Expedia. The company is headquartered in Waltham, Massachusetts, and has 4,500 employees across 26 countries, including approximately 2,000 skilled
professionals in India, China, and Eastern Europe.
||We are seeing a much higher reliability with Lync Server 2013 that we have had in the past. We expect to be more aggressive in broadening our applications for Lync Enterprise Voice because we can get closer to 100 percent availability.
| Oyvind Kaldestad
VP of Information Technology, Lionbridge
Because employees can be located anywhere around the world, they need a solution to communicate quickly and easily across time zones. Lionbridge also has a mix of employees who work in offices and employees who work from home offices or other remote locations.
In 2009, Lionbridge deployed Microsoft Office Communications Server 2007 R2 to all 4,500 employees to provide instant messaging, presence, and conferencing capabilities to its employees, in addition to voice over IP (VoIP). The company had 45 separate private
branch exchange (PBX) systems spanning several geographies—each managed separately and with varying quality of service—that it ultimately wanted to replace. Lionbridge used session-initiation protocol (SIP) trunking to enable VoIP calls through Office Communications
Server at several of its offices. SIP trunking uses SIP and real-time transport protocol (RTP) to pass telephony traffic from the enterprise network edge to a network service provider over an IP connection, without traversing traditional telephony networks.
Lionbridge later upgraded to Microsoft Lync Server 2010 and continued to deploy the enterprise voice solution at additional offices. It currently has about 2,900 employees enabled for enterprise voice and has retired 20 PBX systems.
Using the Microsoft Lync 2010 desktop client, employees have one single interface where they can view presence, send instant messages (IMs), place voice calls, or set up ad hoc collaboration sessions and online meetings. Employees can also take advantage
of enhanced contact information with social networking features like the rich contact card, which displays people’s pictures in addition to their managers and direct reports. To help route calls internally, the IT team is using the Response Group Service in
Lync Server to create internal response groups. Employees also use desktop sharing extensively to collaborate on projects. The IT team uses desktop sharing to troubleshoot issues and to train people how to use new software.
Because Lync has become so important to Lionbridge, the company wanted to investigate the high availability options in Microsoft Lync Server 2013. “We are already achieving 99.93 percent availability with Lync Server 2010, but we want to improve that,” says
Oyvind Kaldestad, VP of Information Technology at Lionbridge. “Even a two-minute partial outage on the conferencing service results in phone calls, and we can’t do planned maintenance without impacting someone.”
Lionbridge conducted a pilot test of Lync Server 2013 to better understand the capabilities of the latest communications solution from Microsoft. It deployed Lync Server in two data centers, each with a pool of front-end servers. Lionbridge uses a Microsoft
SQL Server cluster to provide redundancy for the database. “The new backup service and failover is great, we use it do failover from our primary servers when we need to do maintenance,” says Henk Thomassen, IT Systems Engineer at Lionbridge.
||Everybody wants a Jabra Speak! They are really great because they have great sound and you can use them anywhere.”
| Oyvind Kaldestad
VP of Information Technology, Lionbridge
The updated Microsoft Lync Web App, which enables employees to join a meeting and receive full audio, video, and desktop sharing capabilities through most browsers, also makes it easier for external participants to join Lync meetings with Lionbridge.
Lionbridge also set up a persistent chat server to test the functionality of persistent chat rooms. Through persistent chat, teams can meet and collaborate in virtual rooms in real time. Employees can access these conversations directly through Lync 2013.
The discussions are searchable and persist over time, enabling efficient information sharing. “We have many uses for persistent chat in IT, and we have had several groups say this is a capability they must have. We had to add them to the pilot just so they
could begin using it for their projects,” says Thomassen.
Lionbridge has tested several new endpoints with its workforce. The most popular has been the Jabra Speak 410 speakerphone. “Everybody wants a Jabra Speak! They are really great because they have great sound and you can use them anywhere,” says Kaldestad.
With its long history with Lync Server, Lionbridge has attained many benefits from the solution. Lync has completely changed the way employees communicate and is now a business critical solution for the company. Cost savings include substantial reductions in
spending for telephony equipment and conferencing services as well as travel costs. Lionbridge employees find the solution saves them time and increases productivity with the ability to reach each other more quickly and easily.
||The new backup service and failover is great, we use it do failover from our primary servers when we need to do maintenance.
| Henk Thomassen
IT Systems Engineer, Lionbridge
Lync Server 2013 enables a fully redundant architecture with a failover that is transparent to employees. “We are seeing a much higher reliability with Lync Server 2013 than we have had in the past. We expect to be more aggressive in broadening our applications
for Lync Enterprise Voice because we can get closer to 100 percent availability,” says Kaldestad.
Reduced Costs Related to Travel
Due to improved internal and external communications, Lionbridge has significantly reduced travel costs related to meetings and training. Lionbridge estimates 10 percent of trips related to meetings can now be avoided due to its audio and video conferencing
solution. This benefit equates to a potential annual savings of US$70,000. In addition, Lionbridge expects to reduce travel costs related to training activities by $17,000 a year.
Reduced Communications Costs
Lionbridge uses Lync to host all of its audio, video, and web conferences. Lionbridge has retired its video conferencing system and ended contracts for external audio and web conferencing services. Based on the rates Lionbridge was previously paying
for these services, the company has saved more than $500,000 per year since 2009.
With Lync Enterprise Voice, Lionbridge has decreased PBX setup and maintenance fees and eliminated local maintenance contracts for PBX systems at 20 offices. In addition, Lionbridge estimates the cost per move, add, or change of its PBX to be reduced by
90 percent after moving employees to Lync. “PBX capital investments can be significant over time—costing approximately $40,000 every time we move or have to buy a new PBX,” says Kaldestad. “Additionally, because of lower telephone costs when we use Lync, we
are also seeing significant savings for each office that has moved 100 percent to Lync.”
Related to this are potential relocation savings. Kaldestad continues, “If we wanted to move an office, we could easily pay $10,000 to $50,000 in PBX and telephony relocation fees alone, which of course would be saved if we decided to use Lync instead. So,
the capital costs are significant. We recently had a proposal for one of our offices to spend $60,000 on a new PBX. We’ve decided to move that office to Lync and avoid those costs.”
Increased Employee Productivity
The solution has also simplified how employees connect with each other, and this in turn saves them time. “We’re definitely simplifying communications to the level where things go faster and more efficiently with Lync,” says Kaldestad. Because presence
technology has been deployed out to the entire company, employees tend to use presence to see if others are at their desks and available. Then, if someone is away from his or her desk, instead of sending an email message, they wait until the person is back
and send an IM or place a phone call. Kaldestad says, “Lync makes it easy to have virtual teams and people working together from different places in the world.”
Kaldestad thinks that it’s not only time that people are saving. “We’re also increasing efficiency with Lync,” Kaldestad says. “You save a lot of the irritation that comes with misinterpreted emails when you use Lync. You can say, ‘Let’s talk about it.’
Or, you can bring together three people in a voice call and quickly resolve an issue in two minutes instead of spending half an hour chasing email back and forth. It’s hard to quantify. But it is an efficiency booster.”
Last, but not least, as PBX systems are replaced by unified communications, IT staff will save a significant amount of time in maintenance tasks. “Time spent handling system contracts, supporting employees, configuring phones, enabling and disabling lines
and voice-mail systems, resetting PINs, changing wiring, and so on are being eliminated for those offices that are primarily using Microsoft unified communications,” says Thomassen.
Microsoft Lync Server 2013
Microsoft Lync Server 2013 ushers in a new connected user experience that transforms every communication into an interaction that is more collaborative and engaging—and that is accessible from anywhere. For IT, the benefits are equally powerful, with a highly
secure and reliable communications system that works with existing tools and systems for easier management, lower cost of ownership, smoother deployment and migration, and greater choice and flexibility.
For more information about Microsoft Lync Server 2013, go to:
For More Information
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For more information about Lionbridge, call (781) 434-6111 or visit the website at: