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Title: Overview Business Communications Manager Author: JASCOTT Last modified by: Quarry Created Date: 6/5/2002 3:51:25 PM Document presentation format – PowerPoint PPT presentation

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Title: Insert Name


1
  • PRESENTED BY
  • Insert Name
  • DATE
  • Insert Date

2
Agenda
  • Todays business reality
  • Key challenges
  • The solution BCM
  • BCM 3.0
  • Improvements and additions
  • Business benefits
  • Product description
  • Historical perspective
  • Converged applications
  • BCM 3.0 key enhancements
  • BCM 3.0 features
  • Its a winner!

3
Todays business reality
  • Today, businesses of all sizes are increasingly
    dependent on a variety of communications voice,
    fax, email and more.
  • Branch offices need to meet the needs of local
    customers they are at the front line of your
    organization.
  • Companies depend on smooth, efficient and
    reliable voice and data communications within a
    site.
  • The pressure is on to keep infrastructure costs
    down.

4
Key challenges
  • Upgrading disparate communications applications
    and services as your business grows and evolves
  • Lowering support and management costs
  • Integrating business processes with head office
  • Providing the best customer service every time
  • Containing risk and ensuring network security

5
The solution BCM
  • Offers an all-in-one solution for branch offices
    and remote locations that supports voice and
    data
  • Maximizes cost effectiveness by converging voice
    and data networks
  • Simplifies network management and administration
  • Makes service and upgrades easier because its a
    single vendor platform
  • Enables applications to be implemented locally at
    the branch level for the personal touch that
    keeps customers coming back

6
Introducing BCM 3.0
  • Builds upon the capabilities delivered in
    previous releases
  • Increases the value of BCM as a branch office
    solution, with the introduction of Interactive
    Voice Response (IVR)
  • Incorporates design for serviceability features
    to make BCM easier to install, support and
    service

7
BCM 3.0 improvements and additions
  • Improves cost effectiveness
  • Delivers important business applications
  • Offers Total Cost of Ownership management benefits

8
BCM 3.0 improvements and additions
  • Enhanced management capabilities
  • Reduce Total Cost of Ownership
  • Hardware platform improvements
  • Reduce cost of installation and ownership
  • Improved centralized management capabilities
  • Save time and money by supporting mass
    programming changes

9
BCM 3.0 improvements and additions
  • Interactive Voice Response (IVR) capability
  • Reduces cost of operations
  • Simplified installation
  • Saves time and money
  • Increased security

10
Business benefits
  • BCM lets you
  • Save money by
  • Streamlining costs
  • Improving employee productivity
  • Make money by
  • Expanding your market reach
  • Increasing customer loyalty
  • Increasing revenues

11
Save money
  • Network management
  • Realize efficiencies and cost savings through
    simplified networks and centralized/remote
    management
  • Moves, adds, changes (MACs)
  • With DHCP and IP telephones, MACs are as simple
    as plug and play, saving time and service
    costs
  • Instant office capabilities
  • Users can instantly make and receive calls, as
    well as utilize every phone feature as if they
    had never left their office

12
Save money
  • Bandwidth efficiency
  • Increase utilization of existing network
    resources and consolidate both voice and IP data
    traffic over a single WAN link.
  • Unified Messaging
  • Streamline information like email, voice and fax
    messages in a single user interface to increase
    productivity and reduce communications overhead.
  • Centralized voicemail management
  • Standard greetings, global administration, and a
    common interface across the network reduce costs
    and enhance employee productivity.

13
Save money
  • Internet call button
  • With the addition of a voice button on your Web
    site, toll charges on customer calls can be
    reduced dramatically.

14
Make money
  • Voice/Web integration that expands your market
    reach
  • Collaboration between your Web site and a live
    agent enables you to proactively deliver
    customer service.
  • Computer telephony integration (CTI) that
    increases customer loyalty
  • Relevant information via screen pops and
    automated retrieval of database records allows
    calls to be handled more efficiently
    and with a personal touch.
  • Advanced contact centers that increase revenue
  • Callers receive more prompt and effective
    service, so abandoned calls are converted into
    additional sales.

15
Maximize your return on investment
  • Business Communications Manager helps you get
    the most out of your telecommunications
    investment with
  • Voice and data convergence
  • Simplified management
  • Scalability

16
ROI Voice and data convergence
  • A single (LAN) infrastructure can carry both data
    and telephony traffic, saving money by
    eliminating the need to pull separate cables.
  • Cost-effective remote connectivity for mobile or
    home users to further reduce operations costs.
  • Network deployments and reconfigurations are
    greatlysimplified, saving time and IT costs.

17
ROI Scalability
  • Grow into a fully converged solution at your own
    pace.
  • Business Communications Manager architecture is
    upgradeable so your technology stays current.
  • When youre ready to migrate to new Nortel
    Networks technology, you can build on Business
    Communications Manager your investment is
    secure.

18
Product descriptionBusiness Communications
Manager Overview
  • Cost-effective converged voice and data solutions
  • Highly flexible and feature rich
  • Secure, scalable and highly reliable

19
Historical perspective
  • BCM Release History
  • Enterprise Edge 1.0 September 28, 1999
  • Enterprise Edge 1.01 January 30, 2000
  • BCM 2.0 June 22, 2000
  • BCM 2.5 July 31, 2001
  • BCM 2.5 FP1 April 29, 2002
  • BCMs constant evolution keeps your business on
    the cutting edge.

20
Converged applications
  • Business Communications Manager offers a complete
    suite of converged applications.
  • Preloaded onto the system
  • Keycode-enabled
  • Activate them on an as-needed basis
  • Only pay for what you use

21
Key converged applications
  • Multimedia Call Center lets you tap into the
    power of the Internet to reach new customers.
  • Voice Messaging supplies at least 200 hours of
    message storage, and up to 1000 voice mailboxes.
  • Message Networking allows the exchange of voice
    messages between users at different sites.

22
Key converged applications
  • Unified Messaging allows users to manage voice,
    fax and email messages directly from their
    multimedia-equipped PC or laptop.
  • Unified PC-based management
  • Microsoft Exchange compliant
  • Also compatible with Netscape Messenger, Lotus
    Notes, Qualcomm Eudora Pro, Novell Groupwise

23
Key converged applications
  • Call Center and Professional Call Center enable
    dynamic call handling that helps your customer
    speak to the right person every time.
  • Custom Call Routing (CCR) ensures that callers
    reach the right department or person on the first
    try.
  • Fax Messaging allows the user to receive, send
    and forward faxes in the same fashion as voice
    messages.

24
Key converged applications
  • Mobility options (digital TDM or wireless VoIP)
    let users publish one telephone number and
    receive all calls on both their desk sets and
    their portables.
  • LAN CTE with Personal Call Manager combines the
    power of your phone with your desktop computer.

25
Key converged applications
  • Unified Manager is a browser-enabled software
    tool used to manage the BCM at a single site.
  • Standard with every system
  • Unified Services Management
  • Administration and Diagnostics

26
BCM 3.0 content
27
BCM 3.0 features
  • Increased analog stations capacity
  • Increased efficiency of DS-30 resource
    utilization for analog stations
  • Doubles the effective number of analog stations
    on a system
  • Compatible with current ASM module
  • Enhanced telephony routing
  • Ability to route on 12 digits
  • The ability to route on three routes, rather than
    just primary and alternate

28
BCM 3.0 features
  • Silent Monitor for Hunt Groups
  • Allows the Hunt Group supervisor to silently
    monitor agents for performance purposes. Only
    Hunt Group calls can be monitored and a password
    is required, setable by System Admin, to use this
    feature.
  • i2050 diagnostics tool
  • Desktop tool to diagnose performance issues with
    the i2050
  • New Symbol NetVision handset support
  • Support for new Symbol VoIP handsets

29
BCM 3.0 features
  • Desktop Assistant Pro Admin
  • System administration tool to program sets on a
    system-wide basis either locally or remotely
  • IP Sec Client (16)
  • Currently supports branch-to-branch or
    branch-to-HQ with tunneling between BCMs or
    between a BCM and Contivity server. This client
    support would provide VPN benefits to
    stand-alone small sites.
  • Silent Monitor for Call Center
  • Available on Basic or Professional Call Center
  • Silently monitor individual agent desktops
  • Allows continuous monitoring capability without
    interruption of call termination/initiation

30
BCM 3.0 features
  • New CallPilot 2.0 Unified Messaging Client
  • Compatibility exercise, no change in clients
    supported
  • BCM400 and BCM200 Hardware Platforms
  • Enhanced hardware platforms to improve
    serviceability and increase price competitiveness
    in small site opportunities
  • Supports all existing MBMs
  • Slide-out service tray accommodates field
    upgrades and initial WAN card installation

31
BCM 3.0 features
  • BCM 3.0 Upgrade
  • Upgrades supported from both BCM 2.5 or FP1.
  • Core upload time reduced to ten minutes (versus
    45 minutes today), which will speed up the 3.0
    upgrade (planned to take approximately 60 minutes
    in total) and future patches.

32
BCM 3.0 features
  • Increased TDM Station Capacity

33
BCM 3.0 features
  • Network Configuration Manager
  • Offers a single view of the network with
    network-wide capability for BCM
  • Includes a common database for storing and
    managing BCM system, inventory and configuration
    information, and a launch-point BCM element and
    telset programming tools

34
BCM 3.0 program IVR strategy
  • Based on Nortels Portal Solutions IVR portfolio
  • Leverage Portal Solutions Know-How and Expertise
  • Consistently 1 or 2 market position
  • Expand BCM Office-in-a-box strategy
  • Integrates the IVR functionality of VPS/MPS with
    existing BCM features
  • Resource Sharing of BCM platform
  • IVR on BCM is a software-only IVR solution, no
    dedicated hardware resources required

35
BCM 3.0 program IVR strategy
  • Support Infrastructure
  • Leverage BCM and Portal Solutions pre-and
    postsales support.
  • PSO, ITAS, existing collateral, training etc.
  • IVR Futures
  • Future considerations Voice forms, speech
    recognition, evolution to Voice XML

36
IVR on BCM
  • Market Offer
  • IVR Run Time Engine
  • Preinstalled as part of BCM 3.0
  • Keycoded to enable IVR channels/ports
  • IVR Application Development
  • Application Development tools

37
Automate transactions to offer new services at a
lower cost
  • Business Communications Manager 3.0 (BCM IVR)
    significantly reduces costs by automating
    functions often conducted by agents.
  • Provides greetings, menu options, voice prompts
  • Plays standard, prerecorded information to
    callers (hours of operation, directions, etc.)
  • Collects information from callers such as account
    numbers, phone numbers, and confirmations
  • Based on information collected from the caller,
    BCM IVR retrieves customer specific information
    from a host database and reads it to the caller

38
Product description BCM 3.0
39
BCM400 program
  • Product Concept
  • Available in a standard model or a redundant
    feature option
  • Supports four media bay modules
  • Supports160 digital stations
  • Field-installable WAN card

40
BCM400 advantage
  • Reduces cost of installation
  • Improves reliability
  • Reduces the number of spares needed for support

41
BCM200 program
  • Product Concept
  • Half-size version of new chassis
  • Supports two media bay modules
  • Same media bay modules as BCM
  • Same features and services as BCM
  • Fast Start installation wizards
  • Configuration Options
  • Analog X Analog 4x8
  • Digital X Analog T1x8, BRIx8
  • Analog X Digital 4x16, 8x16, 8x32
  • Mix X Digital T1 4x16, BRI4x16
  • Digital X Digital BRIx16, T1x16, T1x32, PRIx32

42
BCM200 advantage
  • Broader Market Coverage
  • BCM200 solution addresses both the SMB and the
    Enterprise market
  • Completeness of Product Offering
  • Superior integrated value, broader feature set,
    unparalleled flexibility, easy installation and
    competitive pricing
  • Established Business Partnership between
    Distribution Channels and Nortel
  • Lower cost of acquisition, training, support,
    business costs, marketing programs, etc.

43
Its a winner!
  • Nortel Networks held a 21.2 percent share of the
    overall U.S. IP-PBX market for the first half of
    2001.
  • Ranked 1 by InfoTech in the under-100-station
    segment of the North American IP-PBX converged
    systems category.
  • In 2002, Gartner ranked Nortel Networks as a
    leader in converged solutions for the second year
    in a row.
  • Nortel Networks leadership in these key areas
    proves that we are delivering customer-focused
    solutions across our entire Enterprise portfolio.
  • In its March 2002 Testing Report, CT Labs called
    Business Communications Manager a full-featured,
    reliable product that performed very well in
    its performance tests.

44
Questions?
45
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