business communications manager

Building effective communications

Business Communications Managerone business: one platform for voice and data

In association with

Information technology has changed expectations. It has

created new channels, and new ways for customers to

reach you.

Your customers expect all those channels to be available

to them. Whatever method they use, be it phone, fax or

email, they expect you to be there. If not they can easily

go elsewhere.

www.bt.com/cs/bcmCall Freefone 0800 389 4848

Technology is levelling the field ofcompetition. The right technologyinvestment can give even the largestoperations the agility and customerinsight to deliver a personal touch. At the same time, the cost of theseadvanced technologies

has tumbled, putting big businesssophistication in reach of smalleroperations.

What your customers want is excellentservice. So if you’re going to compete,you need uncompromising technologytools to support your people, with theflexibility to fit the way they want towork.

And that’s where Nortel’s BusinessCommunications Manager (BCM) fromBT can help take your organisationforward. ‘The BCM system is first class,

has the capability to expand towhatever the business needs’

Fred Done Telephone Betting

Big business power,small business flexibility

The phone system remains at the heartof most businesses and is fundamental toyour organisation’s effectiveness. It gives you the ability to:

• take calls

• route calls to the best person

• minimise the impact of missed calls

• follow up calls and messages

Traditionally voice systems stoodseparate from data networks, butthat’s changing fast. There are bigadvantages if you can run voice anddata over the same network:advantages in terms of simplifieddeployment and management, butalso in the deployment of advancedapplications.

There’s little doubt that these convergedsystems represent the future of businesscommunication technology. They arethe key to meeting growing expectationsof service excellence and growing costpressures.

Even if you can see the benefits youmay not be ready to make use of theseadvanced tools straight away. You mayhave existing systems that you want tocontinue to use; or you may beopening satellite or branch offices thatcould benefit from the new technology,but must also integrate seamlesslywith your main office systems.

Once again Business CommunicationsManager from BT is the answer. It is apowerful phone system, combining voiceand data. It is compatible with other

Nortel Norstar/Meridian equipment andit can be expanded quickly as your needschange, usually through a simple changeto software settings. This flexibilityensures that you enjoy maximum returnon your existing technology investment,managing a migration to newcapabilities only in line with your otherbusiness plans.

All this is backed by the unrivalledservice, support and networkexperience of BT. We’ll help you planthe best implementation for yourbusiness, for your immediate andfuture needs. Then we’ll help you turnthose plans into an efficient and cost-effective reality.

Business Communications Manager 3

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The Benefits of Business Communications ManagerBusiness Communications Manager (BCM) is at its core a powerful andflexible voice communication system, suitable for a wide range of small tomedium sized enterprises or offices, and can be configured for anything upto 160 users. It offers all the features you would expect from a modernphone system, such as call forwarding, speed dialling and three-way calling.In addition, BCM’s integrated suite of advanced applications can enhancethe way your business works.

Unlike many other communication platforms, Voicemail and ‘Auto-Attendant’ capabilities come as standard. Voicemail ensures that users can set their phones to take messages when away from their desks, while Auto-Attendant offers automated answering capabilities, greeting all incoming calls and helping to ensure that they are directed efficiently to the right extension or workgroup.

BCM can then build into a powerful advanced communication system byintegrating voice and data into one converged platform. By bringing voice and data together to enable IP Telephony, you can take advantage of applications like Unified Messaging and Multimedia Call Centres - just by activating a simple key-code.

And all of this can be supported by BT’s comprehensive portfolio of services.

Return on investment

Lost calls equate readily to lost business.Mismanaged calls create customerdissatisfaction and defection. Effectivelyhandled calls on the other hand cansupport a good customer experienceand build both loyalty and expandeddemand through recommendation toothers. BCM is a tool for better callhandling in your business.

BCM integrates fully with most otherNortel equipment. If you have alreadyinvested in that equipment, theinvestment value can be preserved. Forexample, if you have already invested ina Norstar system you can use yourNorstar handsets when you upgrade toa BCM.

BCM is modular, so you only pay forthe functionality you need. As yourneeds develop further, functions can beadded, usually through simple keycodeactivation of the necessary software. In most cases no physical changes areneeded on your site, and the value ofyour original investment is maintained.

A planned migration to convergedvoice and data services (using VoIPtechnology) can in the longer termlower your operating costs, bystreamlining your infrastructure andthe associated management tasks. It could also lower overall call costs,since calls within your network, evenacross different sites, can be free.

Productivity

BCM’s advanced design and modularitymeans you can add productivity-boosting applications like UnifiedMessaging and Call Centre. UnifiedMessaging gives users the ability toview and manipulate all of theirmessages, be they voicemail, email orfax, via a single e-mail ‘in box’.

Our Call Centre capability offersadvanced call routing and collaborativeworking, enhancing the productivity ofyour staff and the experience of yourcustomers.

Reliability

BCM’s core telephony platform offersproven traditional voice reliability. This core reliability underpins the non-traditional VoIP services, offering a fallback capability if for any reason the IP network is not available. Bychoosing BT, you can be sure of thereliability of our convergencetechnology due to our backgroundin voice and data.

Streamlined management

All BCM functions and features aroundyour network can be controlled from asingle browser window application. The application looks and works likemost other Windows™ programs, so the management environment is easy to learn and use. ‘Moves and adds’ with IP handsets are even easier, sincethe user number stays with the handset(or computer terminal), wherever it isconnected on the network.

‘The BCM gets calls answered far moreefficiently than before… Previously all thephones rang and the first person to pick itup answered the call. Now each member

of staff has equal responsibility as callsare distributed evenly to all users.’

Allied Irish Bank (GB)

‘We are now able to integrate ourtelephone, fax, e-mail and otherapplications across two locations...with advanced savings byeliminating the cost of installingservers and telephone systems inthe new facility’

Parthenon Publishing.


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The BCM portfolioChoose the right functionality for your business now. Then simply add capabilities as your needs grow.

BCM systems

BCM is a modular system. Choose the right system for the size of yourbusiness or office, with upto 60 linesand 160 extensions. All systems offerthe same core features, includingVoicemail and Auto-Attendant.

They can be connected to your LAN(within an office) or WAN (betweenoffices) to deliver immediate convergedvoice and data capability or as a futureproofed planned migration to IP-basedvoice and data services.

IP Voice and Data Services

From VoIP to router capability, voice and data can run over the same network exploiting the powerof integrated applications, as well as potential cost savings. Theseapplications also enable tools forconferencing, collaborative workingand efficient customer contact. Forexample you can integrate your phonesystem and PC via Microsoft TAPI.That means you can link incoming callsto your customer database so whenthey call their details pop up on screenautomatically.

BCM systems make it simple to extendsophisticated office system capabilitiesto small satellite offices or even peopleworking from home, supportingvaluable flexibility in the way yourbusiness manages its resources.

Call Distribution

BCM Call Centre offers advanced callrouting capabilities, ensuring that callsgo only to the people who are bestqualified to handle them, making moreefficient use of your resources andhelping to deliver better service. It alsooffers enhanced call tracking, allowingyou to analyse system performance andspot trends in call timing, frequency andhandling that should help you plan forimproved responsiveness. With BCMMultimedia Call Centre you can evenintegrate your call handling with theWeb, using a ‘call me’ button, orpushing and pulling web pages you wantto share with the caller.

Messaging and Mobility

Unified and Fax Messaging means thatusers can manage all their email,voicemail and fax messages from asingle email ‘inbox’ (such as MicrosoftOutlook or Lotus Notes). It’s far simplerto maintain a single view of allcommunication media in one easy toaccess location. By unifying yourmessages, it also becomes far easier toprioritise your individual workload. Voicemail and fax can be stored andforwarded as easily as conventionale-mail, bringing a truly convergedapproach to your company’scommunications.

BCM supports DECT Mobility, so yourpeople can move around the workplacewith a cordless handset offering thesame functionality as a fixed phone.

Mobility.IP Voice.Data Services.Messaging.Call Centres.Handsets.Accessories..Coresystems.Mobility.IP Voice.Data Services.Messaging.Call Centres.Handsets.Accessories..systems.Mobility.IP Voice.Data Services.Messaging.Call Centres.Handsets.Accessories..

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Handsets and Accessories

BCM supports the full range of Nortel’s Business Series Terminals, its IP-enabled range of handsets andPC-based ‘softphone’. These handsetscan be mixed and matched on thesame network, offering a high degreeof common functionality and making iteasy to migrate from Digital to IPphones.

Both ranges reflect Nortel’s longexperience in handset design withintuitive and proven menu interfaces,which make it easy for users to exploitthe full power of your communicationsystem. There is also a range ofaccessories, from wallboards toheadsets, door phones to call recording- all to help you shape the platform tomeet your business needs.

Whatever the shape of your business,BT has the depth of resources andexperiences to help you plan theoptimum deployment of BCMfeatures, and gain the real benefitsthat this powerful and flexiblecommunication system can bring toyour business.


For more details about products and solutions in this portfolio visit:www.bt.com/cs/bcm

MESSAGING & MOBILITY

IP VOICE & DATA SERVICES

CALL DISTRIBUTION

HANDSETS & ACCESSORIES

CORE SYSTEMS

...and there's more from BT

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www.bt.com/cs/bcm Call Freefone 0800 389 4848

Everything you need to helpyour business run smoother –and smarter

We are vendor independent so willalways recommend the best technologyfor your communication requirements.

Whether you’re looking for standalonecomponents or integrated solutions todeliver greater business value, whateveryour size or organisational structure,through our portfolio we can offer aclear and simple migration path to thepower of converged communicationsnetworks.

And if convergence isn’t yet on thehorizon for you, we can still offer youproducts, solutions and services thatwill help maximise the value andperformance of your currentcommunication platform.

From BT. . .the power of oursupporting portfolioWhether you are deploying BCM as your main office system, or inbranch offices requiring integration with a larger Nortel system, BTcan help you gain maximum benefit from convergence. We havethe practical experience to help lower total cost of ownership, usetechnology to boost customer service, and increase workforceagility. We also have the scale and resources to deliver the securityof comprehensive business continuity cover and lifelong support.

‘More than 95% of reported faults fixed by the end of the next working day’


Your convergence roadmap Networkwww.bt.com/cs/networkOur expertise covers everything fromcabling and LANs/WANs to global IPVPNs and managed security services.Just choose the networks, componentsand services you want, and leave therest to us: one network, one contract,and a single point of accountability.

Telephonywww.bt.com/cs/telephonyWe offer scalable voice and IP-enabledsystems and proven, advancedfunctionality from Nortel, Cisco,Avaya, Lake and many other topmanufacturers.

Flexible workingwww.bt.com/cs/flexibleworkingOur flexible working solutions feature allthe tools you need to support remoteand roving access, including voicemail,unified messaging, on-site mobility,one-number-find-me, hot-desking andmultimedia web collaboration.

Customer contactwww.bt.com/cs/contactcentresWe can deploy pre-packaged contactcentres for rapid implementation;enterprise-wide, multimedia contactcentres; smaller contact centres forsmall and medium sized companies, orthe departments or branch offices oflarger enterprises. We also offer thelatest in customer contact applicationsincluding interactive voice response,computer telephony integration (CTI)and voice recording.

Servicewww.bt.com/cs/serviceOur specialist experts offer professionalconsultancy, design and implementationsupport, flexible maintenance contracts,remote service management, telephoneadvice lines, online support andcomplete business continuity solutions.

5% of reported faults fixed of the next working day’

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Thousands of organisations depend on BT’s local, national

and global infrastructure for the communications services

that underpin their business.

We directly run a network that connects over 440 cities in

75 countries, across five continents. That expertise informs

the work we do for all of our customers, however large or

small.

Not only do we understand networked communications

systems more deeply than anyone else operating in the UK;

our technologists are globally influential in their

development, so we have far reaching insights into the future

that can help you plan your own investment paths.

Not least it means we have a truly national service and

support network, with an engineering team twice the size of

any UK competitor, ensuring that we can deliver effective

local service wherever you want to work.

Putting BCM to work in your business

We can’t think of anyone betterqualified to give your businessthat one-stop, non-stop qualityassurance. Can you?

Whether you want to savemoney, or simply to do thingsbetter, BT will always offer thebest value, the bestperformance and the best inservice and support.

Could it be anysimpler?

TelephonyNetwork ServiceCustomerContact

FlexibleWorking

Whatever you’re looking for, we have the solution for you.

Freefone 0800 389 4848

What next?For further information about Business Communications Manager visit:

www.bt.com/cs/bcm

Still need to know more?Talk to us about BCM and how we can help you pull together all the building blocks for

convergence.

• Service • Customer Contact • Flexible Working

• Telephony • Network

• Call BT Convergent Solutions on Freefone 0800 389 4848 quoting phme 48038

• Contact your BT Account Manager

• Visit www.bt.com/convergentsolutions

Please tell us if this brochure was helpful or how we could make things better – [email protected]

Offices WorldwideThe telecommunications services described in this publicationare subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions of contract.Nothing in this publication forms any part of any contract.

BT and the 'connected world' logo are trademarks of BritishTelecommunications plc.

© British Telecommunications plc 2005. Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England and Wales No: 1800000. Designed by Strata - 1515BT5Correct at time of printing.Printed on paper that meets international environmental standards.

PHME 48038/05/05

business communications manager

Business

call centres

ip voice

data services

unified messaging

call

office

service

systems