2-page Partner Case Study - Posted 12/8/2009
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Global IT Services Provider Creates Custom Solutions with Unified Communications
Wipro Limited is creating new collaboration solutions with Microsoft® Office Communications Server 2007 R2 that improve productivity for service-oriented organizations. For example, Wipro customers can use a custom, easy-to-deploy help-desk application to solve problems faster and streamline business processes. Wipro itself is building business by providing multiple communications tools with one solution.
Wipro Limited helps enterprises worldwide improve business processes with a range of offerings, including research and development, systems integration, and application development. A Microsoft® Gold Certified Partner, Wipro specializes in innovative solutions tailored for specific industry segments.
||As a single vendor, we can offer an enterprisewide solution with Office Communications Server 2007 R2 that handles multiple communications needs.
General Manager and Head, S&T and IAS Head
For example, one of its global initiatives focuses on using unified communications to improve collaboration in service-oriented industries such as telecommunications. Wipro knew that many organizations in those industries rely on help-desk staff to keep business running smoothly. It realized that most organizations share a common concern—they want to improve teamwork. And it discovered that this is true whether employees work in one location or are spread across multiple geographies. To improve workflow, employees need to know who is available for collaboration, and they need better real-time communications tools.
Wipro had already deployed Microsoft Office Communications Server 2007 to more than 80 customers that ranged in size from 10,000 to 80,000 employees. When it learned about the Office Communications Server 2007 R2 release, Wipro knew it had found the right foundation for a custom collaboration solution. The IT services provider wanted to take advantage of new features such as desktop sharing, enhanced conferencing, and support for Session Initiation Protocol (SIP) trunking, which eliminates the need to maintain costly gateways.
Wipro used the enhanced Software Development Kit and application programming interfaces (APIs) from the Microsoft Visual Studio® 2008 Professional Edition development system with Office Communications Server 2007 R2 to design a help-desk system with integrated instant messaging (IM), conferencing tools, and presence information. The system also integrates with a leave-management application that uses IM to manage the approval process. By working with the company’s customized Microsoft Office Communicator 2007 R2 client, Wipro customers can see immediately who is online and available, and automate routine tasks such as session-initiation log entries.
Wipro took advantage of custom tabs available with Office Communicator 2007 R2 to provide even more capabilities. For example, employees
|The help-desk system automates|
routine tasks and streamlines workflow.
use the tabs to send e-mail messages and request vacation time directly from Office Communicator. In addition, Wipro integrated other vendors’ applications that can be selected from a drop-down menu. The help-desk system enhances collaboration by working with other applications and technologies, including Microsoft Exchange Server 2007 Enterprise Edition, Microsoft SQL Server® 2008 Enterprise data management software, and Microsoft Office SharePoint® Server 2007. It also integrates with Active Directory® Rights Management Services, which helps safeguard digital information from unauthorized use, even when companies are collaborating with external partners.
Wipro has already deployed the help-desk system to five customers and plans to offer custom unified communications solutions to other industries, including healthcare and e-learning.
Wipro offerings based on Office Communications Server 2007 R2 help organizations improve efficiency and simplify deployment of unified communications solutions. Wipro has gained more business opportunities as a result.
- Streamlines workflow. Both help-desk administrators and end users save time by taking advantage of integrated presence information and automated business processes. Instead of filling out an online form and waiting for help-desk staff to respond with a trouble ticket, users can initiate an IM session and get help immediately. Help-desk staff are also using new capabilities such as desktop sharing to assist users faster. Ashok Tripathy, General Manager and Head, S&T and IAS Head at Wipro Limited estimates that “by using desktop sharing with Office Communicator 2007 R2, help-desk staff can reduce a troubleshooting session by at least two minutes per call. In addition, it provides instant feedback from end users about the service that they received.”
- Eases implementation and cuts costs. Wipro is helping enterprises implement collaboration solutions while taking advantage of existing telephony and messaging infrastructure. According to Wipro, the ease of integration with existing systems has been a big incentive for its customers to adopt Office Communications Server 2007 R2.
Wipro is also helping customers cut expenditures with a solution hosted on-premises for audio, video, and Web conferencing. Instead of maintaining dedicated conferencing rooms and costly equipment, Wipro customers can choose from a variety of optimized phones and devices—including handsets and IP phones from Polycom and LG-Nortel—and collaborate without leaving their desks.
- Improves business opportunities. By building solutions on Office Communications Server 2007 R2, Wipro expects to do more than just widen its customer base. “As a single vendor, we can offer an enterprisewide solution with Office Communications Server 2007 R2 that handles multiple communications needs,” says Tripathy. “As a result, we are improving our chances of winning larger deals and opening the door to providing more services to each customer.”
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Document published December 2009