From its founding in 1921, the customer has grown into a major American property and casualty insurance company that prides itself on providing efficient, professional, and personalized service. With 2000+ employees and 3400 independent agencies scattered across 33 states, efficiency in internal communication requires the presence awareness and real-time collaboration found only in an enterprise-class IM solution. Then: Internal Development The customer’s quest to improve communication lead them to deploy Microsoft Live Communications Server in 2005. But when administrators discovered they had no way to view previous conversations natively in LCS—and did not want to utilize their email system with Outlook’s conversation history folder—an internal development team was assembled

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