1 Business Communications Manager Bridging the gap between small and large businesses Bringing it all together IT communications support
2 In today s business world, the customer is king. That means you need to be available whenever it suits them by phone, by and via the web.
3 Business Communications If customers can t get hold of you, that can affect both your revenue and your reputation. And don t forget, efficient communication between your own staff is just as crucial. If they can t liaise properly with one another, they won t be able to deliver for your customers. Within larger businesses, these issues are easily addressed with bespoke and tailored solutions, or by having dedicated customer-facing staff. But for smaller ones, both are often very much a luxury. What you need is a value-for-money communications package that will help you achieve the kind of savings, efficiency and customer service that the biggest companies take for granted. Well, here it is. With us, businesses of any size can bring all of their communications together, meeting the demands of today and the future. We call it Unified Communications And what that means, quite simply, is integrating telephony, messaging, , conferencing and other business applications onto a single, cost-effective platform that s easier to control and manage. The result? Your staff gain new tools and services that boost their efficiency and, in turn, provide a seamless experience for your customers. Whatever your existing platform and systems, a unified approach to communications is easy to adopt, and your business will start to benefit immediately. To find out more, just visit
4 Making your communications more efficient with the BCM50 and BCM450 Combining voice and data capabilities, Nortel s world-class and award winning Business Communications Manager (BCM) is designed to help you bring together and take control of all your business communications. It offers all the features you d expect from a modern communications system and a solution package to match your business needs. But you don t need to understand the technology involved. Simply talk to us about the business benefits you re looking for, and we ll work out how we can achieve them. Then we ll help you decide what your best option is whether that s a unified communications, contact centre, network or applications BCM solution. Your choice is simple, the BCM50 is ideal for up to 30 employees and the BCM450 up to 300. Getting started with BCM For a long time phone and data systems were quite distinct, but that s changing fast. There are big advantages to bringing the two together, and once we ve put everything in place, your business will start to gain immediately. Your phone system is fundamental to your organisation s efficiency. And it will remain at the heart of your business, allowing your people to take calls, route calls to the best person, minimise the impact of missed calls and follow up on calls and messages. But with the BCM range, staff will also have easy access to sophisticated call handling and voic services. Add further options, such as unified messaging which directs all their messages to one inbox and they ll benefit even more. The BCM range will also make life easier for your managers, giving them clearer control over the effectiveness of your communications. What s more, thanks to increased efficiency, you should see a reduction in your energy consumption, cutting your overall costs and helping you run a greener business. And last but not least, the people who really count your customers will be impressed by the professional way you deal with them. In short, with BCM you can: Increase efficiency process calls reliably, promptly and flexibly with streamlined administration and easy-to-manage applications Boost productivity bringing together voice, fax and messages, to help people work more effectively Reduce costs unified communications helps you extract more value from your existing network investment and reduces the total cost of ownership Improve customer service BCM call centre applications allow you to respond to and manage customers calls more efficiently Expand the system as your business grows add optional extras to the standard BCM to meet your changing business needs.
5 A communication system to suit your business However small your business, or however complex, we know you ll want your communication system to work around you and for you, not vice versa. That s why BCM is not a one-size-fits-all product. It comes in different sizes, with different degrees of future flexibility, to match a range of company needs. You buy only what you require now, with the option to expand or enhance your system as your business needs change. And with the new BCM450 the set-up time has been reduced by 26% allowing you to get on with doing what you do best running your business. If you re at the smaller end of the spectrum, the BCM50 is the best place to start. Like the rest of the BCM range, it comes with powerful standard features and is easily expandable. For larger offices, there s the BCM450, with connections to serve from 30 up to 300 users. Making BCM work even harder for your business There s a whole host of optional add-ons available for BCM50 and BCM450. Take a look at the diagram below to see what s on offer and you ll find more information in the Optional additions section further on in this brochure. Either way, BCM offers big business performance in a small business package. And it s the starting point for all kinds of applications that can help your people do a better job. To check the technical details for yourself, please visit BCM Call Centre Packages Intelligent Contact Centre BCM Unified Contact Home Working Bundle Call Accountant BCM50/BCM450 BT LAN/ Data MeetMe Music on hold BCM Unified Communicator BT Door Entry Systems Dial-by-Name
6 With the solution from Nortel and BT, we are confident that calls from our customers are handled more efficiently and effectively than before. The constant sound of phones ringing frantically in the background is a thing of the past. Mark Earnshaw, Partner R&T Tours (tour operator)
7 What do you get as standard? The basic benefits you can expect from Business Communications Manager are: A fully flexible communication system A customer centric solution All this from an award winning solution for SMEs that comes with support and services tailored to meet your needs. A fully flexible messaging system BCM Voice Messaging is a world away from the traditional answerphone. Its sheer flexibility means your business is accessible 24/7 365 days a year and you won t have the worry of missing important calls. Listen to your customers messages at any time and from any handset, and transfer messages to other people in the company Alter greetings to reflect daily whereabouts and how you can be reached in a hurry Invite your callers to leave messages whenever lines are busy, or route them to alternative out-of-hours numbers and services when the office is closed Give visitors guest voic boxes, where their contacts can leave messages for them Use the system to convey important information to your customers or staff. Calls directed to the right person Working with BCM Auto Attendant, BCM Custom Call Routing allows you to fast-track callers through to the people and services they need. This helps you get more done, in less time, without adding to employee or premises overheads. Take the pressure off your staff by having calls answered and routed automatically, enabling callers to dial people direct Give priority to important customers by connecting their calls to a fast-response desk Route specific types of call to particular people in your company. A customer centric solution no more missed calls With BCM Auto Attendant, your customers can always get through to you, even when your offices are closed. It can even mimic some aspects of call centres, which is ideal for law firms, accountants, estate agents or anyone else wanting to add a distinctive, professional touch when dealing with customer calls. Works any time of the day or night Using a list of options, routes calls to any individual voic box.
8 70% of our new business comes from referrals, so we needed a system that could cope with the high volume of calls and we wanted the very best. The Nortel solution was flexible and future proof, and it suited our needs perfectly. Andy Shepherd, Managing Director Dexters (London estate agent)
9 Optional solutions and additions for your Business Communications Manager You can choose from a wide range of optional add-ons to suit the needs of your business, for example: BCM Unified Contact Solution BCM MeetMe Solution BCM Intelligent Contact Centre BCM LAN Solution BCM Home Working Solution Of course if now is not the time to purchase the BCM Home Working or Intelligent Contact Centre Solution for example, you can always add these at a later stage to your BCM. That s what makes the BCM such a flexible and expandable solution the whole range of optional add-on applications. Work at home as easily as in the office The BT Home Working Package is an add-on to BCM that gives a home user the same kind of functionality they d have in the office. It allows them to use any broadband, and one package supports up to two home workers. Available in softphone and hardphone options, at a highly competitive price. Reduced call costs calls can be made over broadband Fewer overheads less need for office space Increased productivity staff spend less time travelling Reduced carbon emissions fewer road journeys necessary Closeness to your customers a midwife can be within easy reach of their patients, for example. Manage and reduce costs Call Accountant, a Windows -based solution, helps you manage the cost of your communication system. It allows you to analyse all your calls, so you can work out running costs and return on investment information which will assist in your financial planning. Make your communications more efficient By upgrading to the BCM Unified Communicator you can improve the efficiency of your business and make your working practices more profitable. Building on BCM it provides you with the following functions: Presence allows you to see other users status, whether they re available, engaged, don t want to be disturbed or their phone is ringing making better use of everyone s time Instant Messaging which enables you to progress and resolve queries faster and more efficiently than traditional . Inbound Screen Popping from a shared directory means being able to see your caller s name allowing you to screen calls or greet your caller appropriately Outbound Dialling means no more punching in 11 digits on a desk phone to make a call simply click on a contact in your Microsoft Outlook Contacts or Unified Communicator shared directory And with Unified Contact, you can access all your fax, phone and messages in MS Outlook. Team meetings made easy With BCM MeetMe, whole teams of your staff can talk to one another even if they re in different parts of the country or the world. Specifically the BCM50 package supports up to 18 Ad Hoc or 18 MeetMe conference participants while the BCM450 system allows up to 120 Ad Hoc or 120 MeetMe participants to communicate (2 x 60 participants call simultaneously). Reduce the need for staff movement, saving you time, cutting your travel and accommodation costs and decreasing your carbon emissions Hold meetings without having to pre-book or schedule in advance Enhance the level of participation at your conference via interactive features Get quick, regular updates from customers and suppliers.
10 Handle calls more capably Many companies don t think of themselves as running a call centre. But, if you ve more than a couple of people whose job it is to take incoming customer calls, deal with them or transfer them to somebody else, then you are. And with one of BCM s leading-edge call centre packages, offering advanced call routing and queuing capabilities, you can interact with your customers more effectively. Directs customers to the right person when they call, rather than asking them to hang on while they are transferred Ensures the right specialist always takes appropriate calls, so your people will be more productive and feel better about their jobs. Ensure quality of service for your customers BT Call Recording is a professional quality desktop recording solution. It s ideal for all businesses where recording of customer telephone conversations is either a legal or company requirement. You can use these recordings to ensure your customers are receiving the desired level of service from your agents, and identify areas for improvement. Tighten up your telesales Intelligent Contact Centre offers an easy way to set up a call centre for up to 30 agents with BCM50 and up to 80 agents with BCM450, and includes free on-site training. It routes calls to the right person and generates intelligent reports on call waiting times, boosting productivity and therefore earnings for businesses that are highly reliant on telesales. Make your on hold facility more friendly Besides providing music tracks to enhance the on hold experience, BT Music on Hold packages and solutions also give BCM users the opportunity to advertise their services to customers while they wait to be passed to the right department. This means you could generate revenue and even make a profit from your communication system. Speed dial with a name, not a number BT Dial by Name allows you to speed dial using a person s name rather than their phone number. It works just like predictive text, making a stored name on the BCM much easier to find. No more speed dials to remember High storage capacity and centralised contact number directory Displays incoming caller s name, so you know who s on the line. Improve security BT Door Entry System controls access to a building and gives you added video functionality. It s ideal for smaller offices where extra security is required or where there is no receptionist. LAN/DATA The award winning Nortel LAN solutions offers high performance that provides great flexibility with reduced power consumption and energy efficiency.
11 When all our staff are busy, our callers are no longer left frustrated listening to the ring tone. Instead they are welcomed by our company greeting and offered a choice of options for leaving a message or holding until one of our staff becomes free. Mark Earnshaw, Partner R&T Tours (tour operator)
12 Voice and data services BCM is IP-ready. That means data services are built into the system, so you don t have to install further equipment to take advantage of them. IP the communication platform of the future Today s best communication systems already run on converged IP networks. Converged describes how two separate technologies, phone systems for voice and computer systems for data, come together. Converged communications are made possible by the widespread adoption of Internet Protocol (IP). IP allows voice calls, data, pictures, sound and graphics alike to be broken up into digital packages, sent across a single network and reassembled at their destination. More and more businesses are choosing IP as their communication platform and here are just some of the reasons why: Single cabling for both voice and data reduces installation and maintenance costs IP ports are logical connections, making add-ons, moves and changes simple Most Nortel IP phones include a PC port, so only one CAT 5 cable is needed for each desk for both telephony and data IP phones are connected to a data network, meaning they can be added to the LAN or a wide area network as necessary A large choice of IP phones available, designed to meet a range of business requirements and budgets A future-proof solution technology investment is now solely in Voice over IP (VoIP), which allows voice calls to be carried over a data network between linked BCM systems. Existing digital handsets are no longer being developed. BCM can help you embrace the possibilities of IP with confidence. You can: Make calls between sites with VoIP at no extra cost Reduce overheads on your internal networks with the network address translation facility, which lets you register just one public IP address covering up to 250 internal IP addresses Reduce congestion on your internal networks and give your users faster access to the internet information they need with BCM s cache facility, which stores frequently downloaded information and IP addresses Connect remote users to your BCM system safe in the knowledge that you are protected by IPsec the international standard for internet security. BCM is fully IPsec compliant (additional Home Worker/Remote Router required).
13 1200 Series IP Phones This competitively-priced range of phones offers small and medium sized businesses an affordable way into the world of IP: Provides desktop IP capabilities that represent great value for money Reduces cost of moves, additions and changes, as well as new office installations Improves productivity by giving your staff fast access to call information and features Series IP Phones With the new generation Nortel IP Phone 1100 series, users will benefit from a host of desktop IP Clients with feature-rich functionality including hi-res graphical displays, local secure tools, Gigabit Ethernet all backed up by a sleek, cutting edge ergonomic design e 1140e
14 More accessories to suit the way you work Even in its standard form, BCM is a complete communication system. But its real strength is in its flexibility; build on its core features to fit your business needs precisely. We offer a diverse range of accessories that you can add to your system as and when you choose, including bespoke voice announcements to keep your customers informed, powerful call detail reporting to help you control your costs, and much more. Headsets A good headset allows your staff to give your customers their full attention with both hands free, they can access and update onscreen information more easily. Our broad range includes corded, cordless (both wireless and Bluetooth ) and PC headsets so there s bound to be one that meets your requirements. Campaign dialler This application has everything you need to run telemarketing campaigns from your PCs scripts-on-screen, dialling and simple mouse-click recording of responses. Voice recording for training Vital for training purposes, as well as providing a detailed log of all calls, this PC application comes with extensive search and retrieve functions. External paging This package allows every handset on the system to deliver a voicepage to every system speaker. It comes with a choice of speakers to match the environment, as well as all required cabling and connections. Voiceover on hold Greeting callers with a bespoke voice message not only creates a good first impression, but is a marketing tool in its own right. And we can handle all the details for you helping you develop the right script, engaging a professional voice-over artist, making the recording itself and mixing music into the message if required. Call detail reporting This feature-rich tool monitors your communications costs and operational efficiency, as well as giving you the flexibility to customise what s measured and how it s reported. Call centre wallboard Complementing our call centre packages, this facility gives call centre agents and managers alike immediate visual feedback on quality of service.
15 The Nortel solution has streamlined our working processes and eliminated all of the telecoms headaches I had before. We can now also manage it ourselves, so it is a vast financial improvement as well. Andy Merritt, IT Manager Dexters (London estate agent)
16 BT supporting services We provide a range of supporting services that will help you gain even more value from your investment in BCM. BT BCM Training When you discover everything BCM can do, you ll want it up and running right away. To speed things up, we offer a full range of training courses for you and your team that are simple, practical and affordable. And, because we know how busy you are, we can either visit your office or train you or your staff online with twohour Webcast Training. Whatever you choose, our training courses are designed to fit into your working day. Our training courses are designed for either receptionists, PAs and office workers, or specialist Call Centre agents. Here are some of the courses you can do: Call Reception Management Messaging and voic Intelligent Contact Centre Unified Messaging Call Accountant Telephony training Structured cabling To get the best performance from your BCM system, your premises need a unified cabling infrastructure that s able to support all your voice and data needs now and into the future. Structured cabling allows you to: Handle voice and data in any format Change office configurations without the cost and inconvenience of recabling. And we re your perfect structured cabling provider, because: We re one of the largest cabling installers in the UK, with a substantial, expert and nationwide presence as well as the largest research and development facility in Europe Our solutions are backed by a 20 year component warranty and an overall performance guarantee We re a one-stop shop, with a comprehensive portfolio of products and support services. IT services You can make managing your unified communications much easier by buying all your IT systems and services from one provider. We offer a range of IT services designed to enhance and support your BCM, including hardware provision and installation, a 24/7 helpdesk, a managed anti-virus service and critical security updates. We can even provide 24 hour monitoring and management of your IT systems, ensuring maximum availability for your business. Power services Business relies on communication and computing systems being available at all times, so you need to ensure they re well maintained. But don t forget, there s always the risk of disruption to the public power supply. The easiest and most effective way of protecting your business against such an event is with an uninterruptible electricity supply, which provides back-up power to keep you going and closes down your equipment in the proper way when necessary. Our solution is BT PowerSentry, which comes in a range of models and gives you clean, uninterrupted power, plus: Protection lasting from 20 minutes up to two hours for a variety of equipment configurations Power supply monitoring and controlled shutdown of critical equipment Automatic pager and alerts to keep you aware of what s going on Event logging for later investigation Full analysis of your needs and expert advice.
17 Professional services We also offer a professional consultancy service that covers every aspect of your communications. The projects we work on vary greatly, but we adopt a common three-step approach to working with you: Assessment we listen carefully to your needs, create a tailored solution and outline the tangible benefits you can expect Plan and design we agree a full statement of requirements with you and produce a detailed design, costing and equipment list Implementation we install the solution, integrate it with what you already have and support you through the go-live stage. IT services: first-class protection for your communication systems We provide world-class IT services to help maintain and protect your infrastructure: Anti-virus and critical security updates automatically installed Remote monitoring and management, 24/7 Technical support and Microsoft application advice, 24/7 Next business day on-site repair and maintenance Hardware provision and installation. Assurance options: keep your business up and running Choosing communications products by price, quality and the range of features offered doesn t give you the full picture. Without firstclass maintenance and support services, even a trivial problem could cut you off from your employees, customers, suppliers and data. BT Assurance is a comprehensive support service that will take care of your communication systems and local area network 24/7, from as little as 20p per user per day. 1 Excellent performance thanks to our nationwide team of network engineers, 95% of faults are fixed by the end of the next working day. And with our advanced remote access facilities, we can often get you back online without having to visit you Peace of mind BT offers contracts of between one and seven years on most communication systems, with discounts for long-term arrangements and various service levels to meet a range of business needs.
18 Why BT and Nortel? Delivering the communications your business needs. We re a principal supplier of business communications and one of the market leaders in system sales and service provision We re a one-stop solutions shop from telephony to data; infrastructure to mobility; small office business systems to fully converged solutions; and from packaged applications to managed services Our expertise covers everything you need from the cabling under your feet to the applications on your desk; from consultancy, systems development and installation through to maintenance, technical support and account management We offer a complete and consistent service wrap, with a service portfolio spanning the life of your solution. And we offer you a tangible local partnership for ownership and accountability, plus a national partnership to ensure true scalability We ve teamed up with world-class suppliers to give you access to the widest range of quality products and services from systems integration and logistics to product development, technical support, customer service plus sales and marketing support We ve been awarded the highest possible partnership status by Nortel.
19 For more information please visit Offices Worldwide The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to BT Communications Ireland Ltd respective standard conditions of contract. Nothing in this publication forms any part of any contract. BT Communications Ireland Ltd Registered office: Grand Canal Plaza, Upper Grand Canal Street, Dublin 4. Phone +353 (0) Freephone Registered in Ireland No IT communications support Bringing it all together