Business Communications ManagerDocument Transcript
Big business power for small and
medium sized businesses
IT • communications • support Bringing it all together
In today’s business world you
can’t afford to fall behind.
Customers’ expectations increase
daily and you need to be available
by phone, email or online
whenever suits them.
Business communications are crucial. Lost calls and missed messages can
damage both your reputation and your revenues. If your people can’t
communicate well with each other, they can’t deliver for your customers.
It seems unfair. Unlike the biggest players, you cannot afford bespoke
solutions and do not have the luxury of dedicated specialist staff. So you
risk losing out on the savings, improved services and increased
efficiencies that the largest companies take for granted.
But the world has changed. With BT, every business can now take a step-
by-step approach and bring all its communications together, giving you
what you need today – and in the future. When we integrate your voice,
data, messaging and customer communications, it’s your needs – not the
demands of the technology – that come first.
We call it unified communications
Unifying communications means that you can integrate telephony,
messaging, email, conferencing and other applications onto a single, cost
effective platform that is easier to control and manage. Your people gain
new tools and services that help improve their productivity and provide a
seamless customer experience. Whatever your existing platform and
systems, let BT show you how taking a unified approach can
immediately start to benefit your business. To find out more
about buying a communication system for the first time, visit
Business Communications Manager (BCM) is a communication
system that helps you bring together and take control of all your
business communications. It’s not a one-size-fits-all product –
Nortel’s world-class BCM provides a range of options to focus on
your specific business needs and the way your people work. You
buy only what you need now and you can upgrade or enhance your
system when your business needs dictate.
Business Communications Manager
– take control of your communications
And you don’t need to understand the technology – talk to us
about what tangible business benefits you want to achieve and
we’ll work out the right answer, discuss it with you and then put
everything in place.
Your people will gain from having easy access to sophisticated call
handling and voicemail services. And they’ll benefit even more if
you choose to integrate further options – such as unified
messaging, which delivers all their messages direct to one inbox.
Your managers will benefit from clearer control of the effectiveness
of your communications and you should see the overall cost
reduce. And the people who really count – your customers –
will be impressed with the professional way you handle their
Nortel’s Business Communications Manager is a powerful and
flexible communication system, suitable for businesses with up to
160 users. It gives you all the features you would expect from a
modern telephone system and much more besides. BCM combines
voice and data capabilities and can be expanded quickly as your
needs change, often through a simple change to in-built software
Business Communications Manager
Big business performance in a small business package
The phone system remains at the heart of most businesses and is
fundamental to your organisation’s effectiveness, giving you the
• Take calls.
• Route calls to the best person.
• Minimise the impact of missed calls.
• Follow up calls and messages.
For a long time phone systems were quite distinct from data
systems, but that’s changing fast. There are big advantages to
running voice and data over the same system – simplified
deployment and management, potential overall cost savings and as
the starting point for all kinds of applications that can help your
people do a better job.
Making a start with BCM
Business Communications Manager is a good starting point. It’s a
powerful communication system, combining voice and data, that
can be expanded and enhanced as your business needs. You can
start small and grow only as much as you need to and only when
it’s right for your business.
Corporations have enjoyed the benefits of unified communications
for a long time but most smaller companies don’t have the luxury
of dedicated specialist staff, can’t afford bespoke solutions and so
haven’t been able to enjoy the same benefits.
BCM is the answer. With BCM you can:
• Increase efficiency – process calls reliably, promptly and flexibly
with streamlined administration and easy-to-manage
• Boost productivity – bringing together voice, fax and email
messages helps people work more effectively.
• Reduce cost – unified communications gets more value out of
your existing network investment and reduces the total cost of
• Improve customer service – BCM call centre applications allow
you to respond to and manage customers’ calls more efficiently.
• Expand as your business grows – optional extras to standard BCM
systems meet the needs of your business as they change.
No matter how small your business or how complex, you’ll want
your communication system to work around you and for you, not
vice versa. BCM has been designed to do just that.
BCM comes in several starter sizes – from around 12 connections
up to 160 – to match a range of smaller company needs. Your
hands aren’t tied and you’re not restricted to your initial capacity.
As you grow you can add extra connections, only paying for what
you need. As well as a range of powerful standard features, there’s
a wide choice of options and accessories that you can add to your
BCM system so that it helps, not hinders, your business growth.
And you don’t need to understand the technology – call us and
we’ll come and listen to what you need and work out what’s right
for you. If you’d like to check BCM technical details for yourself,
please visit www.bt.com/business/bcm
Business Communications Manager
– a communication system to suit your business
BCM 200 If you’re at the smaller end of the spectrum, BCM 50 is the right
place to start. Like the rest of the BCM range, it comes complete
with powerful standard features, is expandable and offers a host of
For companies who want to do a little more with their
communication system, BCM 200 offers even more future flexibility
than BCM 50.
If you’re a slightly larger business and you want your people to
benefit from being able to work smarter, BCM 400 offers a cost-
effective way to big-company sophistication.
BCM 400 Power Office
Take advantage of the power of unified messaging with BCM 400
Power Office. It allows your people to access all their messages –
voice, fax, email – from one inbox.
BCM 50 BCM 200 BCM 400 BCM 400 Power Office
Ideal for small and medium sized small and medium sized larger offices larger offices wanting the
businesses or corporate businesses or corporate benefits of unified messaging
branch offices branch offices
Users up to 12 digital expandable up to 16 digital expandable up to 64 digital expandable up to 64 digital expandable
to 44 digital/32 IP to 32 digital/47 IP to 160 digital/47 IP* to 160 digital/47 IP*
Line types Analogue Analogue Analogue Analogue
ISDN2 ISDN2 8x ISDN2 8x ISDN2
ISDN30 ISDN30 30x ISDN30 30x ISDN30
in multiple configurations in multiple configurations
Options VoIP, unified messaging, As BCM 50 As BCM 200 As BCM 200 plus
intelligent contact centre, unified messaging
contact centre reporting, as standard
music on hold, virtual
private networking (VPN)
*Number of IP Users may be less depending on the number of digital users
Business Communications Manager comes with a range of powerful
• The full range of robust telephone facilities you’d expect –
transferring and re-routing calls, short-codes and so on.
• Voice messaging.
• Auto attendant.
• Custom call routing.
• The option to easily add advanced productivity tools, like unified
• Future-proofing with integrated voice and data and full IP
Business Communications Manager
– what do you get as standard?
Voice messaging – much more than just voicemail
BCM voice messaging is a world away from the traditional
answerphone. The key to this is flexibility – your people can listen
to customers’ messages from any handset and messages can be
transferred to other people in the company. Visitors aren’t left out
either. Their contacts can leave messages for them in guest
voicemail boxes. And you can use the system to convey important
information to your customers or to your people.
• Set your people free to go about their business without missing
important calls. Messages can be picked up any time, from any
phone. Employees can alter greetings to reflect their daily
whereabouts and how they can be reached in a hurry.
• Make your business accessible 24/365. Whenever lines are busy
or your office is closed, callers can be invited to leave messages,
or routed to alternative out-of-hours numbers and services.
• Keep everyone informed by using the system to make company-
Auto attendant – never miss a customer call
Your customers can always get the attention they deserve, even
when your offices are closed for the day. BCM auto attendant can
even mimic some aspects of call centres, which is great for law
firms, accountants, estate agents – indeed anyone wanting to add
a distinctive, professional touch when customers call.
• Works at any time of the day or night.
Custom call routing • Using a list of options, calls can be routed to any individual voice
Custom call routing – ensure that calls go to the right person
You can fast-track callers through to the people and services they
need. BCM custom call routing helps you to get more done, in less
time, without adding to employee or premises’ overheads. Take the
pressure off your people by having calls answered and routed
automatically, enabling callers to dial people direct.
• Give priority to important customers by connecting their calls to a
• Route specific types of call to particular people in your company.
All BCM systems offer a range of easily added options so your
system can keep pace with the way your business is growing. You
buy when the need is clear and your business is ready, so you can
develop your communication system incrementally. Here are three
of the most popular options.
BCM Unified Contact
BCM Unified Contact enables you to bring together messages of
different types in one place.
It’s often difficult to keep on top of your messages when they’re
flying at you from all directions. Voicemail, faxes, emails arrive in all
sorts of ways – on your PC, the fax machine, the phone, a PDA. You
can transform this chaos by integrating your messaging using BCM
Business Communications Manager
– options that make a real difference
With BCM Unified Contact, faxes and voicemails are delivered to a
new dedicated Microsoft Outlook™ inbox. Your people can keep
track of all their messages and will find it much easier to respond to
your customers promptly with all the information they need. BCM
Unified Contact gives your people:
• Easier access to their messages – they don’t have to check
several separate sources.
Call • The ability to prioritise – it’s easier to see when messages arrived
and in what order.
Centre • Lower costs – the expense of running fax machines disappears;
no more consumables, machine and line rental costs and the end
of costly fax spam.
Packages • Better sharing of information – all messages, not only emails,
can be simply forwarded to the people who need to know.
Call centre packages
Many companies don’t realise they are really running a call centre,
but if you have more than a couple of people whose job it is to take
incoming customer calls and make sure the problem gets dealt with
or transferred to someone else – you already are!
Telephony You can manage interaction with your customers more effectively
by using one of BCM’s leading edge call centre packages.
Integration These packages offer advanced call routing and queuing
capabilities so you can direct customers to the right person when
they call rather than asking them to hang on whilst they are
transferred. The right specialist can always take appropriate calls so
your people will be more productive too. And more productive
people feel better about their jobs.
Computer Telephony Integration (CTI)
It always gives a poor impression when customers call and your
people have to ask them to hang on whilst they rummage around
for the right records. Imagine how impressed your customers would
be if your people answered the phone with their details on the
screen in front of them.
That’s what CTI can do for you. CTI integrates your communication
system with your PCs, allowing a wide range of applications that
make conversations with customers more effective. With CTI, the
caller is identified from the calling phone number and the right
information is loaded on the agent’s screen – your people can use
their time more efficiently and your customers will be impressed
that the person they are speaking to knows who they are.
BCM is IP-ready – data services are built into the system
and you don’t have to install further equipment to take
advantage of them.
Business Communications Manager
– voice and data services
IP – the communication platform of the future
The best of today’s communication systems already run on
‘converged IP networks’. ‘Converged’ describes how two separate
technologies – phone systems for voice and computer systems for
data have now come together. Converged communications are
made possible by the widespread adoption of Internet Protocol (IP)
which allows voice calls, data, pictures, sound and graphics alike to
be broken into digital packages, sent across a single network and
reassembled at their destination. More and more businesses are
choosing IP as their communications platform and BCM is ready to
help you step up to IP with confidence:
• Toll free calls are available between sites with Voice over IP – an
optional gateway that allows voice calls to be carried over a data
network between linked BCM systems.
• Cut costs and management effort by using the integrated router
to automatically control voice and data traffic running over your
• Protect your company’s information with an integrated hardware
• Reduce overheads on your internal networks by using the
network address translation facility, allowing you to register only
one public IP address which then takes care of up to 250 internal
• Reduce congestion on your internal networks and give your users
faster access to the internet information they need by taking
advantage of 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
ensuring security over the internet. BCM is fully IPsec compliant.
Voice & data
BCM in its standard form is a complete communication system. Its power
is in its flexibility – the way you can build on its core strengths to fit your
business needs precisely. A diverse range of accessories can be added to
BCM as and when you choose making it a truly versatile system. The range
includes everything from bespoke voice announcements to keep your
customers informed to powerful call detail reporting to help you control
Digital and IP handsets
You can use both digital and IP handsets with BCM and we offer a good
range of both. Nortel’s digital handsets cover the spectrum from entry-
level to fully-featured. You can also choose from a full range of IP
handsets, including an IP audio conference phone. Our IP and digital
handsets all use the same feature codes, ensuring easy migration.
A good headset is a vital tool for allowing your people to concentrate on
customers’ needs – having both hands free ensures maximum use of on-
screen information. We have a broad range of corded, cordless (both
wireless and Bluetooth) and PC headsets. There’s one that’s just right for
Run telemarketing campaigns from your PCs with this application,
providing everything you need – scripts-on-screen, dialling and simple
mouse-click recording of responses.
Voice recording for training
Vital for training, as well as providing a detailed log of all calls, this PC
application has extensive search and retrieve functions.
Music on hold
Business Our solution to the inevitable fact that sometimes you do have to put
customers on hold. It provides five tracks of copyright-free music and
Communications generic courtesy announcements. We can provide a music contract
service if you prefer to use copyright material.
Manager Voiceover on hold
Greeting callers with a bespoke voice message is a good way of creating
– accessories to suit the the right impression from the start and is a marketing tool in its own right.
We can handle all the details for you – working with you to develop the
way you like to work right script, the recording itself, engaging a professional voice-over artist
and mixing music into the message if required.
Allows every handset on the system to deliver a voice-page to every
system speaker. The package comes with a choice of speakers to match
the environment, as well as all required cabling and connections.
Enhance the physical security of your premises with the intercom package.
Call detail reporting
A feature-rich tool for monitoring your communications costs and
operational efficiency with lots of flexibility to customise what’s
measured and how it’s reported.
Call centre wallboard
Complementing the call centre packages, this facility gives call centre
agents and managers alike immediate visual feedback on quality of service.
The best way to maximise effectiveness from your BCM system is to
ensure that your premises has a unified cabling infrastructure that
can 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
• Get the best quality from your BCM system.
BT is an ideal choice for supplying your structured cabling needs:
• We are one of the largest cabling installers in the UK, with a
substantial, expert and nationwide presence and the largest
research and development facility in Europe.
BT supporting services • Our solutions are backed by a 20 year component warranty and
an overall performance guarantee.
BT can provide you with a range of supporting services to help you • We’re a one-stop-shop with a comprehensive portfolio of
gain even more value from your investment in BCM. products and support services.
The way to simplify the management of your unified
communications is to have one provider for all your IT systems and
services. BT offers a range of IT services designed to enhance and
support your Business Communications Manager, including
hardware provision and installation, a 24/7 helpdesk, a managed
antivirus service and critical security updates. We will even offer to
monitor and manage your IT systems 24 hours a day to ensure
maximum availability for your business.
Business relies on communication and computing systems being
available at all times. One of the most common interruptions to
service is through disruption of the public electrical power supply.
The easiest and most effective way of protecting your services from
this problem is with an uninterruptible power supply, which
provides backup power to keep you going and closes your
equipment in an orderly way when that becomes necessary.
BT PowerSentry provides clean and uninterrupted power with key
• A range of models to provide protection from 20 minutes up to 2
hours for a variety of equipment configurations.
• Power supply monitoring and controlled shutdown of critical
• Automatic pager and email alerts to keep you aware of what’s
• Event logging for later investigation.
• Full analysis of your needs and expert advice.
We offer a professional consultancy service covering every aspect
of your communications services. The projects we work on are all
different but we adopt a common three step approach to working
• Assessment – we listen so that we understand your needs
thoroughly, create a solution tailored to your needs 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.
• Implement – we install the solution, integrate it with what you
already have and support you through the go-live stage.
Finance options – Flexibility to match your business needs
BT Finance* offers you greater control over how you spend your
business capital. You can now choose to buy your solution or rent it
to reduce your capital outlay. Subject to status you can opt for a
regular single, flexible payment to cover your equipment, software,
installation and connection charges.
With BT Finance there’s no deposit to pay and you choose a rental
term from two to seven years and a payment frequency to suit your
preferred schedule. As well as being easier on your cash flow, it’s a
hedge against inflation with payments guaranteed not to increase.
Depending on how your auditor treats the payments, you may be
able to allocate them as business expenses, helping to reduce your
tax bill at the end of the year.
Assurance options There’s an in-built technology refresh option whereby you can
upgrade or add new equipment during the term of the contract
Keep your business up and running without penalty and, if you wish, replace it at the end of the
Choosing communications products by price, quality and the range
of features offered doesn’t give you the full picture. Without first *BT Finance is a registered trademark of British Telecommunications plc, used under
licence by a panel of Funder and Banks which includes GE Capital Equipment Finance
class maintenance and support services, you may find yourself cut
Ltd, 2630 The Quadrant, Aztec West, Bristol BS32 4QG.
off from your employees, customers, suppliers and data by even a
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.* Why BT?
• Excellent performance – with our nationwide team of network Delivering the communications your business needs
engineers, 95% of faults are fixed by the end of the next working
day. And with our advanced system access facilities, we can often • BT is a principal supplier of business communications and is one of
work remotely to get your network back online fast. the market leaders in system sales and service provision.
• Peace of mind – BT offers contracts from one to seven years on • We are a one-stop solutions shop – from telephony to data;
most communication systems, with discounts for long term infrastructure to mobility; small office business systems to fully
contracts and a range of service levels to meet the precise needs of converged solutions; and from packaged applications to managed
your business. services.
• Cost savings – BT Assurance services are available to all customers • Our expertise covers everything you need – from the cabling
and BT has helped many customers who are tied into existing under your feet to the applications on your desk; from
agreements to move their maintenance to BT. Get IT Assurance consultancy, systems development and installation through to
from BT now and save up to 30%** on your existing spend for maintenance, technical support and account management.
Phone Assurance, LAN Assurance or both together. • We offer a complete and consistent service wrap, with a service
* Based on a BCM50 8 + 12 BRI Voice system with BCM50 Unified Contact for 12 users. portfolio spanning the life of your solution. And we offer you a
Full charge is £222.70 per quarter or £18.56 per quarter per user. This assumes a five tangible local partnership for ownership and accountability, and a
year contract on BT Total Care. Prices exclude VAT. national partnership to ensure true scalability.
**Offer ends 31 March 2008 and is available to new customers only and subject to
survey (maintenance acceptance test). 30% saving is subject to production of proof of • BT has teamed up with world-class suppliers to give you access to
customer’s existing maintenance bill and contract. Minimum 3 year term. Offer applies the widest range of quality products and services – from systems
to selected communication systems from the following suppliers: Alcatel, Avaya, SDX, integration and logistics to product development, technical
Ericsson, Goldstar, Nitsuko, Panasonic, Plessey, Samsung, Siemens, Toshiba, Nortel (all
support, customer service and sales and marketing support.
models), Cisco (all models), Lake (all models).
• BT has been awarded the highest possible partnership status by
IT Services – First class protection for your communication Nortel, Cisco Systems, Microsoft and Avaya – proof that we meet
systems and exceed the standards set by the world’s top communications
BT provides world class IT services to help protect and secure your
• Antivirus 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