Background Swisscom is the number one ICT services company in Switzerland. Their service portfolio covers services such as single private customer over small and medium enterprises to enterprise customers. Swisscom Vision: ‘T o deliver best in class service to our customers we have a clear focus on the customer experience. Preventing customer impacting incidents is our mission.’ Challenges Unified communications are central to Swisscom’s development. With their unified communication & collaboration products Swisscom manage over 3,400 sites on behalf of their customers. The best customer experience is a key success factor for their customers and therefore for them too. An increasing number of clients are adopting Skype for Business and since it is a complex service the

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