This chapter described a real project which shows the evaluation and realization of a unified communication project. In other projects where the CEO is not directly involved to drive a change in the IT and Telecommunications infrastructure to UC, a strong business case is needed by the middle layer of management to present potential cost savings, increase customer satisfaction, and display innovation as compared to other competitors. In other words, highlight the competitive advantage and also demonstrate a compelling ROI and TCO.

Chapters in this book have provided information to help build such required documentation and planning but it is necessary to have the overall stakeholder support for such important changes in the collaboration and communication infrastructure.

There are many important lessons learnt from UC project implementations. What did Contoso and other companies who have implemented UC projects learn from this experience? What kind of information and knowledge would...