Big business power for small andmedium sized businesses

Bringing it all togetherIT • communications • support

BusinessCommunicationsManager

In today’s business world youcan’t afford to fall behind.Customers’ expectations increasedaily and you need to be availableby phone, email or onlinewhenever suits them.

We call it unified communications

BCM

Business communications are crucial. Lost calls and missed messages candamage both your reputation and your revenues. If your people can’tcommunicate well with each other, they can’t deliver for your customers.

It seems unfair. Unlike the biggest players, you cannot afford bespokesolutions and do not have the luxury of dedicated specialist staff. So yourisk losing out on the savings, improved services and increasedefficiencies 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 youwhat you need today – and in the future. When we integrate your voice,data, messaging and customer communications, it’s your needs – not thedemands of the technology – that come first.

Unifying communications means that you can integrate telephony,messaging, email, conferencing and other applications onto a single, costeffective platform that is easier to control and manage. Your people gainnew tools and services that help improve their productivity and provide aseamless customer experience. Whatever your existing platform andsystems, 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, visitwww.bt.com/business/commsystems

-takecontrol

Business Communications Manager – take control of your communications

Business Communications Manager (BCM) is a communicationsystem that helps you bring together and take control of all yourbusiness communications. It’s not a one-size-fits-all product –Nortel’s world-class BCM provides a range of options to focus onyour specific business needs and the way your people work. Youbuy only what you need now and you can upgrade or enhance yoursystem when your business needs dictate.

And you don’t need to understand the technology – talk to usabout what tangible business benefits you want to achieve andwe’ll work out the right answer, discuss it with you and then puteverything in place.

Your people will gain from having easy access to sophisticated callhandling and voicemail services. And they’ll benefit even more ifyou choose to integrate further options – such as unifiedmessaging, which delivers all their messages direct to one inbox.Your managers will benefit from clearer control of the effectivenessof your communications and you should see the overall costreduce. And the people who really count – your customers – will be impressed with the professional way you handle theircommunications.

Business Communications ManagerBig business performance in a small business package

Nortel’s Business Communications Manager is a powerful andflexible communication system, suitable for businesses with up to160 users. It gives you all the features you would expect from amodern telephone system and much more besides. BCM combinesvoice and data capabilities and can be expanded quickly as yourneeds change, often through a simple change to in-built softwaresettings.

The phone system remains at the heart of most businesses and isfundamental to your organisation’s effectiveness, giving you theability to:

• 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 datasystems, but that’s changing fast. There are big advantages torunning voice and data over the same system – simplifieddeployment and management, potential overall cost savings and asthe starting point for all kinds of applications that can help yourpeople do a better job.

Making a start with BCM

Business Communications Manager is a good starting point. It’s apowerful communication system, combining voice and data, thatcan be expanded and enhanced as your business needs. You canstart small and grow only as much as you need to and only whenit’s right for your business.

Corporations have enjoyed the benefits of unified communicationsfor a long time but most smaller companies don’t have the luxuryof dedicated specialist staff, can’t afford bespoke solutions and sohaven’t been able to enjoy the same benefits.

BCM is the answer. With BCM you can:

• Increase efficiency – process calls reliably, promptly and flexiblywith streamlined administration and easy-to-manageapplications.

• Boost productivity – bringing together voice, fax and emailmessages helps people work more effectively.

• Reduce cost – unified communications gets more value out ofyour existing network investment and reduces the total cost ofownership.

• Improve customer service – BCM call centre applications allowyou to respond to and manage customers’ calls more efficiently.

• Expand as your business grows – optional extras to standard BCMsystems meet the needs of your business as they change.

Business Communications Manager – a communication system to suit your business

No matter how small your business or how complex, you’ll wantyour communication system to work around you and for you, notvice versa. BCM has been designed to do just that.

BCM comes in several starter sizes – from around 12 connectionsup to 160 – to match a range of smaller company needs. Yourhands aren’t tied and you’re not restricted to your initial capacity.As you grow you can add extra connections, only paying for whatyou need. As well as a range of powerful standard features, there’sa wide choice of options and accessories that you can add to yourBCM system so that it helps, not hinders, your business growth.

And you don’t need to understand the technology – call us andwe’ll come and listen to what you need and work out what’s rightfor you. If you’d like to check BCM technical details for yourself,please visit www.bt.com/business/bcm

BCM 50

If you’re at the smaller end of the spectrum, BCM 50 is the rightplace to start. Like the rest of the BCM range, it comes completewith powerful standard features, is expandable and offers a host ofeasily-added options.

BCM 200

For companies who want to do a little more with theircommunication system, BCM 200 offers even more future flexibilitythan BCM 50.

BCM 400

If you’re a slightly larger business and you want your people tobenefit 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 400Power 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 messagingbranch 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 AnalogueISDN2 ISDN2 8x ISDN2 8x ISDN2ISDN30 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 standardmusic on hold, virtual private networking (VPN)

*Number of IP Users may be less depending on the number of digital users

BCM 200

BCM 400

Future proofingce messagingAutoattendantCustom call routing

Business Communications Manager – what do you get as standard?

Business Communications Manager comes with a range of powerfulstandard features:

• 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 unifiedmessaging.

• Future-proofing with integrated voice and data and full IPcapabilities.

Voice messaging – much more than just voicemail

BCM voice messaging is a world away from the traditionalanswerphone. The key to this is flexibility – your people can listento customers’ messages from any handset and messages can betransferred to other people in the company. Visitors aren’t left outeither. Their contacts can leave messages for them in guestvoicemail boxes. And you can use the system to convey importantinformation to your customers or to your people.

• Set your people free to go about their business without missingimportant calls. Messages can be picked up any time, from anyphone. Employees can alter greetings to reflect their dailywhereabouts and how they can be reached in a hurry.

• Make your business accessible 24/365. Whenever lines are busyor 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-wide announcements.

Auto attendant – never miss a customer call

Your customers can always get the attention they deserve, evenwhen your offices are closed for the day. BCM auto attendant caneven mimic some aspects of call centres, which is great for lawfirms, accountants, estate agents – indeed anyone wanting to adda distinctive, professional touch when customers call.

• Works at any time of the day or night.

• Using a list of options, calls can be routed to any individual voicemailbox.

Custom call routing – ensure that calls go to the right person

You can fast-track callers through to the people and services theyneed. BCM custom call routing helps you to get more done, in lesstime, without adding to employee or premises’ overheads. Take thepressure off your people by having calls answered and routedautomatically, enabling callers to dial people direct.

• Give priority to important customers by connecting their calls to afast-response desk.

• Route specific types of call to particular people in your company.

CallCentrePackages

Unified ContactComputerTelephonyIntegration

Business Communications Manager – options that make a real difference

All BCM systems offer a range of easily added options so yoursystem can keep pace with the way your business is growing. Youbuy when the need is clear and your business is ready, so you candevelop your communication system incrementally. Here are threeof the most popular options.

BCM Unified Contact

BCM Unified Contact enables you to bring together messages ofdifferent types in one place.

It’s often difficult to keep on top of your messages when they’reflying at you from all directions. Voicemail, faxes, emails arrive in allsorts of ways – on your PC, the fax machine, the phone, a PDA. Youcan transform this chaos by integrating your messaging using BCMUnified Contact.

With BCM Unified Contact, faxes and voicemails are delivered to anew dedicated Microsoft Outlook™ inbox. Your people can keeptrack of all their messages and will find it much easier to respond toyour customers promptly with all the information they need. BCMUnified Contact gives your people:

• Easier access to their messages – they don’t have to checkseveral separate sources.

• The ability to prioritise – it’s easier to see when messages arrivedand in what order.

• Lower costs – the expense of running fax machines disappears;no more consumables, machine and line rental costs and the endof costly fax spam.

• 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 takeincoming customer calls and make sure the problem gets dealt withor transferred to someone else – you already are!

You can manage interaction with your customers more effectivelyby using one of BCM’s leading edge call centre packages.

These packages offer advanced call routing and queuingcapabilities so you can direct customers to the right person whenthey call rather than asking them to hang on whilst they aretransferred. The right specialist can always take appropriate calls soyour people will be more productive too. And more productivepeople feel better about their jobs.

Computer Telephony Integration (CTI)

It always gives a poor impression when customers call and yourpeople have to ask them to hang on whilst they rummage aroundfor the right records. Imagine how impressed your customers wouldbe if your people answered the phone with their details on thescreen in front of them.

That’s what CTI can do for you. CTI integrates your communicationsystem with your PCs, allowing a wide range of applications thatmake conversations with customers more effective. With CTI, thecaller is identified from the calling phone number and the rightinformation is loaded on the agent’s screen – your people can usetheir time more efficiently and your customers will be impressedthat the person they are speaking to knows who they are.

Business Communications Manager – voice and data services

BCM is IP-ready – data services are built into the systemand you don’t have to install further equipment to takeadvantage of them.

IP – the communication platform of the future

The best of today’s communication systems already run on‘converged IP networks’. ‘Converged’ describes how two separatetechnologies – phone systems for voice and computer systems fordata have now come together. Converged communications aremade possible by the widespread adoption of Internet Protocol (IP)which allows voice calls, data, pictures, sound and graphics alike tobe broken into digital packages, sent across a single network andreassembled at their destination. More and more businesses arechoosing IP as their communications platform and BCM is ready tohelp you step up to IP with confidence:

• Toll free calls are available between sites with Voice over IP – anoptional gateway that allows voice calls to be carried over a datanetwork between linked BCM systems.

• Cut costs and management effort by using the integrated routerto automatically control voice and data traffic running over yourinternal networks.

• Protect your company’s information with an integrated hardwarefirewall.

• Reduce overheads on your internal networks by using thenetwork address translation facility, allowing you to register onlyone public IP address which then takes care of up to 250 internalIP addresses.

• Reduce congestion on your internal networks and give your usersfaster access to the internet information they need by takingadvantage of BCM’s cache facility which stores frequentlydownloaded information and IP addresses.

• Connect remote users to your BCM system safe in the knowledgethat you are protected by IPsec – the international standard forensuring security over the internet. BCM is fully IPsec compliant.

Voice & data

BusinessCommunicationsManager – accessories to suit the

way you like to work

BCM in its standard form is a complete communication system. Its poweris in its flexibility – the way you can build on its core strengths to fit yourbusiness needs precisely. A diverse range of accessories can be added toBCM as and when you choose making it a truly versatile system. The rangeincludes everything from bespoke voice announcements to keep yourcustomers informed to powerful call detail reporting to help you controlyour costs.

Digital and IP handsets

You can use both digital and IP handsets with BCM and we offer a goodrange of both. Nortel’s digital handsets cover the spectrum from entry-level to fully-featured. You can also choose from a full range of IPhandsets, including an IP audio conference phone. Our IP and digitalhandsets all use the same feature codes, ensuring easy migration.

Headsets

A good headset is a vital tool for allowing your people to concentrate oncustomers’ needs – having both hands free ensures maximum use of on-screen information. We have a broad range of corded, cordless (bothwireless and Bluetooth) and PC headsets. There’s one that’s just right foryour circumstances.

Campaign dialler

Run telemarketing campaigns from your PCs with this application,providing everything you need – scripts-on-screen, dialling and simplemouse-click recording of responses.

Voice recording for training

Vital for training, as well as providing a detailed log of all calls, this PCapplication has extensive search and retrieve functions.

Music on hold

Our solution to the inevitable fact that sometimes you do have to putcustomers on hold. It provides five tracks of copyright-free music andgeneric courtesy announcements. We can provide a music contractservice if you prefer to use copyright material.

Voiceover on hold

Greeting callers with a bespoke voice message is a good way of creatingthe 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 theright script, the recording itself, engaging a professional voice-over artistand mixing music into the message if required.

External paging

Allows every handset on the system to deliver a voice-page to everysystem speaker. The package comes with a choice of speakers to matchthe environment, as well as all required cabling and connections.

Door intercom

Enhance the physical security of your premises with the intercom package.

Call detail reporting

A feature-rich tool for monitoring your communications costs andoperational efficiency with lots of flexibility to customise what’smeasured and how it’s reported.

Call centre wallboard

Complementing the call centre packages, this facility gives call centreagents and managers alike immediate visual feedback on quality of service.

BCM

BT supporting servicesBT can provide you with a range of supporting services to help yougain even more value from your investment in BCM.

Structured cablingThe best way to maximise effectiveness from your BCM system is toensure that your premises has a unified cabling infrastructure thatcan 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 inconvenienceof recabling.

• 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 asubstantial, expert and nationwide presence and the largestresearch and development facility in Europe.

• Our solutions are backed by a 20 year component warranty andan overall performance guarantee.

• We’re a one-stop-shop with a comprehensive portfolio ofproducts and support services.

IT servicesThe way to simplify the management of your unifiedcommunications is to have one provider for all your IT systems andservices. BT offers a range of IT services designed to enhance andsupport your Business Communications Manager, includinghardware provision and installation, a 24/7 helpdesk, a managedantivirus service and critical security updates. We will even offer tomonitor and manage your IT systems 24 hours a day to ensuremaximum availability for your business.

Power servicesBusiness relies on communication and computing systems beingavailable at all times. One of the most common interruptions toservice is through disruption of the public electrical power supply.

The easiest and most effective way of protecting your services fromthis problem is with an uninterruptible power supply, whichprovides backup power to keep you going and closes yourequipment in an orderly way when that becomes necessary.

BT PowerSentry provides clean and uninterrupted power with keyfeatures including:

• A range of models to provide protection from 20 minutes up to 2hours for a variety of equipment configurations.

• Power supply monitoring and controlled shutdown of criticalequipment.

• Automatic pager and email alerts to keep you aware of what’sgoing on.

• Event logging for later investigation.

• Full analysis of your needs and expert advice.

Professional servicesWe offer a professional consultancy service covering every aspectof your communications services. The projects we work on are alldifferent but we adopt a common three step approach to workingwith you:

• Assessment – we listen so that we understand your needsthoroughly, create a solution tailored to your needs and outlinethe tangible benefits you can expect.

• Plan and design – we agree a full statement of requirements withyou and produce a detailed design, costing and equipment list.

• Implement – we install the solution, integrate it with what youalready have and support you through the go-live stage.

Assurance optionsKeep your business up and running

Choosing communications products by price, quality and the rangeof features offered doesn’t give you the full picture. Without firstclass maintenance and support services, you may find yourself cutoff from your employees, customers, suppliers and data by even atrivial problem.

BT Assurance is a comprehensive support service that will take careof your communication systems and local area network 24/7, fromas little as 20p per user per day.*

• Excellent performance – with our nationwide team of networkengineers, 95% of faults are fixed by the end of the next workingday. And with our advanced system access facilities, we can oftenwork remotely to get your network back online fast.

• Peace of mind – BT offers contracts from one to seven years onmost communication systems, with discounts for long termcontracts and a range of service levels to meet the precise needs ofyour business.

• Cost savings – BT Assurance services are available to all customersand BT has helped many customers who are tied into existingagreements to move their maintenance to BT. Get IT Assurancefrom BT now and save up to 30%** on your existing spend forPhone Assurance, LAN Assurance or both together.

* Based on a BCM50 8 + 12 BRI Voice system with BCM50 Unified Contact for 12 users.Full charge is £222.70 per quarter or £18.56 per quarter per user. This assumes a fiveyear contract on BT Total Care. Prices exclude VAT.**Offer ends 31 March 2008 and is available to new customers only and subject tosurvey (maintenance acceptance test). 30% saving is subject to production of proof ofcustomer’s existing maintenance bill and contract. Minimum 3 year term. Offer appliesto selected communication systems from the following suppliers: Alcatel, Avaya, SDX,Ericsson, Goldstar, Nitsuko, Panasonic, Plessey, Samsung, Siemens, Toshiba, Nortel (allmodels), Cisco (all models), Lake (all models).

IT Services – First class protection for your communicationsystems

BT provides world class IT services to help protect and secure yourinfrastructure:

• 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

Finance options – Flexibility to match your business needs

BT Finance* offers you greater control over how you spend yourbusiness capital. You can now choose to buy your solution or rent itto reduce your capital outlay. Subject to status you can opt for aregular 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 rentalterm from two to seven years and a payment frequency to suit yourpreferred schedule. As well as being easier on your cash flow, it’s ahedge against inflation with payments guaranteed not to increase.Depending on how your auditor treats the payments, you may beable to allocate them as business expenses, helping to reduce yourtax bill at the end of the year.

There’s an in-built technology refresh option whereby you canupgrade or add new equipment during the term of the contractwithout penalty and, if you wish, replace it at the end of thepayment term.

*BT Finance is a registered trademark of British Telecommunications plc, used underlicence by a panel of Funder and Banks which includes GE Capital Equipment FinanceLtd, 2630 The Quadrant, Aztec West, Bristol BS32 4QG.

Why BT?Delivering the communications your business needs

• BT is a principal supplier of business communications and is one ofthe market leaders in system sales and service provision.

• We are a one-stop solutions shop – from telephony to data;infrastructure to mobility; small office business systems to fullyconverged solutions; and from packaged applications to managedservices.

• Our expertise covers everything you need – from the cablingunder your feet to the applications on your desk; fromconsultancy, systems development and installation through tomaintenance, technical support and account management.

• We offer a complete and consistent service wrap, with a serviceportfolio spanning the life of your solution. And we offer you atangible local partnership for ownership and accountability, and anational partnership to ensure true scalability.

• BT has teamed up with world-class suppliers to give you access tothe widest range of quality products and services – from systemsintegration and logistics to product development, technicalsupport, customer service and sales and marketing support.

• BT has been awarded the highest possible partnership status byNortel, Cisco Systems, Microsoft and Avaya – proof that we meetand exceed the standards set by the world’s top communicationscompanies.

Bringing it all togetherIT • communications • support

To find out more about buying acommunication system for the first time, visit:www.bt.com/business/commsystems

For more technical details, visit:www.bt.com/business/bcm

To find out more visit:

http://www.bt.com

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 BritishTelecommunications plc’s respective standard conditions of contract. Nothing in this publication forms any part of any contract.© British Telecommunications plc 2007 Registered office: 81 Newgate Street, London EC1A 7AJ Registered in England No. 1800000. BT and the connected world logo areregistered trademarks of British Telecommunications plc. Designed by H&P Graphics Limited. PHME 53530/08/07