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“Employees are assured of a seamless experience because they can contact one another in ways that suit them best from one minute to the next.”

Azfar NJafri, Director—IT and Back Office, wi-tribe Pakistan

When wi-tribe set up operations in Pakistan, it was determined to build a flexible communications infrastructure to support employees in multiple offices. The broadband provider deployed Microsoft Office Communications Server 2007 R2, a real-time communications solution, which integrates with its existing telephony. Now, users can reach colleagues easily, while the business reduces costs associated with traditional phone calls and travel. Business NeedsWireless broadband provider wi-tribe—part of Qatar Telecom—was established in April 2007 to provide flexible, online access for its customers. In 2008, wi-tribe expanded its service to Jordan, and new operations in Pakistan followed.

The business is keen to invest in cutting-edge technologies to support its workforce and gain first-hand experience of solutions that it may offer to customers in future. The opening of the Pakistan branch inspired wi-tribe to complement its Microsoft-based infrastructure with

a sophisticated communications solution to streamline collaboration among the organization’s 6,000 geographically dispersed employees.

Azfar N. Jafri, Director of IT and Back Office, wi-tribe Pakistan, says: “We already relied heavily on Microsoft software such as Microsoft Office SharePoint Server

2007 and Microsoft Office Outlook 2010 messaging and collaboration client. We wanted to implement a solution that made it easy for users to incorporate these familiar applications into real-time communications.”With so many employees working in disparate offices and across different time zones, it was important to help them contact colleagues quickly and easily. wi-tribe also hoped to offer virtual conferencing options to cut the costs and time associated with travelling to and from business meetings.

The company recognized that one of the key technology options that supports this way of working is unified communications, which bridges the gap between telephony and computing, helping organizations deliver real-time messaging, voice, and conferencing to employees. While solutions based on Voice over IP (VoIP)—the routing of voice

Customer: wi-tribeWeb Site: www.wi-tribe.pk Number of Employees: 600Country or Region: PakistanIndustry: Telecommunications

Customer Profilewi-tribe Pakistan, established in 2007 and part of Qatar Telecom, is a consumer wireless broadband provider, which offers its customers flexible online access.

Software and Services Microsoft Office

− Microsoft Office Communications Server 2007 R2

− Microsoft Office Communicator 2007

− Microsoft Office SharePoint Server 2007

− Microsoft Office Outlook 2010− Microsoft Office Outlook 2007

Microsoft Server Product Portfolio− Microsoft Exchange Server

2007− Microsoft Exchange Server

2010− Microsoft Forefront Client

Microsoft customer successes, please visit: www.microsoft.com/casestudies

Microsoft Office SystemCustomer Solution Case Study

Broadband Provider Eases Collaboration and Cuts Costs with Unified Communications

conversations over a data network—were an attractive proposition, it was important to wi-tribe that it didn’t need to completely replace its existing telephony infrastructure, which was based on a Private Branch Exchange (PBX) system.

SolutionTo start, wi-tribe standardized on the Windows 7 Enterprise operating system so that users experience fewer interruptions in their day-to-day business. Employees now benefit from an intuitive user interface, an integrated search feature, and faster performance, while the IT team finds it easier to manage. Together with Microsoft Forefront Client Security, Windows 7 improves the overall security of desktops.

This supports Office Communications Server 2007 R2, a Session Initiation Protocol standards-based, real-time communications solution. It delivers software-powered VoIP that works with an organization’s existing messaging and telephony infrastructure. At wi-tribe, it links to the company’s open-source PBX, called Asterisk, meaning users can direct calls from their workstations to and from their desk phones as well as their mobile devices.

Shakeel Siddiqui, Team Lead Enterprise IT, wi-tribe Pakistan, says: “All employees use the Microsoft Office Communicator 2007 R2 client application to call telephone numbers or corporate extensions.” Office Communicator 2007 R2 provides an intuitive interface that helps people communicate using tools such as instant messaging (IM), voice communication, application sharing, and Web and video conferencing. For video conferencing, the solution integrates with the organization’s Polycom HDX 7000 Series conference devices to ensure that high-definition virtual meetings can take place at any time. The solution also integrates with users’ address books and corporate

directories. Using presence awareness technology, they can share information about their availability and communicate in real time.

Integration with Microsoft Exchange Server 2007 offers employees a unified inbox that includes e-mail, voicemail, and fax. The solution places voice messages into users’ inboxes alongside their e-mails, and they can access their messages from any phone. They can also schedule conference calls and Microsoft Office Live Meeting sessions from their Office Outlook 2007 interface and invite people from within or outside the organization to join these sessions.

Microsoft Office Outlook 2010 provides employees with even richer functionality and faster access, as these tasks can be managed from a single window. It automatically groups conversations, significantly reducing the time employees need to search their e-mail messages. Siddiqui says: “When users initiate an instant messaging session or VoIP call from within an Office Outlook 2010 e-mail message, a subject line automatically appears in the call window, which provides contextual information for the recipients.”

BenefitsThrough unified communications, wi-tribe can provide a more flexible workplace experience. Intuitive tools make communication possible from any location and support real-time collaboration and conferencing. Jafri says: “Employees are assured of a seamless experience because they can contact one another in ways that suit them best from one minute to the next.”

Cost of voice calls is reduced. VoIP uses less bandwidth than traditional telephone calls, making it more cost-effective. Integrating the technology with

the organization’s PBX also reduces mobile phone bills. “The voice quality of Office Communications Server 2007 is far superior to mobile and traditional desktop phones,” says Jafri.

Rich features ease collaboration. Conferencing features mean employees can see and speak to several colleagues at the same time. They can transition conversations from a two-person voice call to a multi-party conference by dragging names into the conference field.

Need for travel decreases. “Communication between offices has significantly improved, but at the same time we’ve reduced the need for travel,” says Siddiqui. “This not only saves time and money, but employees can also share information to resolve day-to-day issues faster.”

Workplace is more flexible. Office Communications Server 2007 removes the association of a person with a number, so employees can work efficiently from anywhere because they’re no longer restricted by the location of their desk phone.

Employees are more available. “Traditional calls often end up as voice mail,” says Jafri. “With Office Communications Server 2007, it’s rare to miss the people you’re trying to reach because you can check their availability and contact them through their preferred method.”

Administration is easier. IT managers can administer the consolidated system more cost-effectively by using fewer resources, as configuration for voice and messaging can be carried out using a single interface.

This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.Document published April 2010