Nortel BCM 400 Business Phone System
Nortel BCM 400 Business Phone System
Business Communications Manager 400
The BCM400
delivers small/medium-sized businesses and branch offices converged
voice and data solutions, allowing for a choice of an IP-enabled or
pure-IP strategy. Leveraging existing Meridian, Norstar and
Communication Server 1000 investments, the BCM 400 has the capabilities
businesses need into today's market. These include telephony, unified
messaging, multimedia call center, interactive voice response, IP
routing and data services such as firewall, wireless, and more. Explore
all of the value for money features and benefits that the BCM 400
offers.
Target User: 30-400
Number of digital stations: 32-192
Number of IP stations: 90
Number of voice mail ports: 32
BCM 400 Features and Benefits
IP Telephony
supports a full range of powerful new electronic business applications
that level the playing field with larger competitors, extend network
services to remote workers, increase portability, simplify moves and
changes and eliminate charges on site-to-site calls.
- IP Telephony and Convergence
- The Nortel BCM 400
is a versatile platform that provides a rich array of data services
that meet the requirements of a large number of organizations. Local
and wide area networking, Internet access, IP telephony are all data
services that can be securely delivered without adding external routers.
Nortel's portfolio
of telephony and converged IP telephony solutions deliver seamless,
scalable real-time business communications with unprecedented
flexibility in telephony applications deployment to meet our customer's
environment, expectations, timetable and budget.
Converging voice and data services in one platform offers several important advantages,
such as lower network cost of ownership, tight integration between
voice and data networking features and greater reliability and ease of
management compared to solutions that rely on multiple components.
The driver for converging communications technology isn't in the technology itself. It's in how it can be integrated into your business to build sustainable competitive advantage
Business
Communications Manager is an IP-enabled communication system
integrating voice and data functionality into a single platform for
small and medium sized business,
as well as multi-site and branch offices. BCM now offers enhancements
in the areas of core telephony, IP telephony, applications, data,
management, and serviceability to improve productivity, customer
service, and overall simplicity of the BCM solution. - Universal Internet Access
- Universal
Internet Access connects all users and workstations, including
providing access to corporate intranets, support for intra-site Virtual
Private Networks and remote connectivity for mobile or home users. - Call Center Applications
- A
call center that delivers top-flight customer service can distinguish
your company and give you a genuine competitive edge. The call center
can also be the most cost-efficient way to enable a minimal number of
agents to field large volumes of calls. - Nortel Business Communications Manager systems support three feature rich call center solutions:
- Basic Call Center
provides capabilities you would expect in much larger call centers, but
scaled and priced for smaller, informal call centers with up to 10
active agents and two agent skill sets. - Professional Call Center
is only supported on Business Communications Manager 200 and 400
platforms and serves larger, formal call centers with up to 80 active
agents and 50 skillsets - and adds advanced features, real-time
statistics and detailed reporting. - Multimedia Call Center
is only supported on Business Communications Manager 200 and 400
platforms - and merges either of these call centers with Web presence,
converging Web pages and call center agents for a unique, interactive
customer experience. -
All Business
Communications Manager platforms come with the Call Center pre-loaded.
Business Communications Manager 200 and 400 platforms also come with
Professional Call Center and Multimedia Call Center pre-loaded. Any of
these applications can be activated by downloading a keycode; there's
no need to install additional software or hardware. -
Satisfy agents, customers, supervisors within budget:
- With call center applications on your Business
Communications Manager platform, you can offer superior levels of
customer care with your current resources.
Prompt response to every call.
Calls are answered immediately, interpreted and routed to the most
appropriate agent. If all agents are busy, the caller can choose to
leave a message or wait. Recorded announcements ensure callers that
their call is in queue and will be answered soon. When call volume is
unexpectedly high, Expected Wait Time announcements let your callers
know when to expect a response.
Intelligent Routing ensures that the system
prioritizes and routes the calls based on the call's source,
destination or caller input. Calls can be routed to the agent who has
been idle the longest or the one most qualified to take the call. With
skills-based routing, separate call queues are associated with
different agent skill sets, such as language, customer category,
product line or inquiry type. This ensures that callers can get what
they need without having to be transferred again.
Agents
are empowered and informed so that as soon as the call is connected,
the agent benefits from optional screen pop applications (enabled by
Computer Telephony Integration) that display a returning customer's
account records on screen. Agents can then work more efficiently and
provide better service.
Assured service
quality is assured as agents can request help from a supervisor at any
time. Supervisors can also monitor and/or record calls to ensure that
quality standards are upheld.
Optimum call center performance
can be achieved as performance statistics can be displayed on a
wallboard and updated every few seconds to let supervisors and agents
know how well the call center is doing. Supervisors can also view
real-time and historical reports on their PCs that provides them with
valuable information to help optimize staffing levels, policies and
procedures.
Real-time and historical reporting
is standard with Professional and Multimedia Call Centers, and an
optional upgrade for the standard Call center (Not available for the
Business Communications Manager 50, only the BCM 400 and 400 systems).
Integration with the Web
is available when Multimedia Call Center is used with either call
center edition. The interaction is enriched with the visual interface
of the Web. For example, customers can click on a Web page to request a
callback from an agent for a voice conversation or real-time text chat.
Agents and callers can "push" Web pages to each other. Agents can send
screen captures or collaboratively browse the Web with callers. In one
efficient session, callers can get the information they need to make
decisions.
Integration with other telephony applications.
Call center applications are tightly integrated with the other powerful
features of the Business Communications Manager platforms, including
Voice Messaging, Auto Attendant and Caller ID data from the public
switched network.
In
addition, an open application programmer's interface enables the system
to interface seamlessly with a variety of third-party computer
telephony applications. -
This is the way to maximize your business success.
- With all calls answered and routed automatically, fewer
calls on hold, and prompt service, you'll also stand apart from the
competition for the quality of your customer care.
Discover the advantages of adding sophisticated call center services to your Business Communications Manager system. - Wireless Solutions
- Wireless Solutions break the chains that tie users to their
workstations, giving Call Center agents hands-on access to samples and
supporting wireless scanners for efficient inventory procedures.
Wireless Solutions from Nortel:
Offer high-speed wireless packet data access across a wider coverage area.
Minimize the cost of capital, installation and commissioning.
Minimize the cost of operations.
Provide high flexibility in terms of capacity, coverage and availability.
Provide high end, reliable and integrated security. - Hybrid Environment
- The BCM allows for a Hybrid Environment that leverages existing
investments in Meridian, Norstar and Communication Server 1000 systems.
This
hybrid environment ensures that organizations can benefit from a
future-proof migration strategy which in turn leads to improved return
on investment, reduced redundancy, reduced wastage and hence reduced
costs.
- Unified Messaging
- Unified Messaging is a solution that brings together electronic mail, fax and voice messaging onto a single interface.
It uses a single directory and provides users message access via a
common set of management tools. It gives users access to any message,
any time, any where and at any place and on any device. This means that
voice mail, email and faxes can be seen, sorted, prioritized and
answered using a common screen.
As voice and fax messages are stored as data files,
they can be filed and achieved like any other data file for future
reference. Voice mail contact and fax group lists are managed as easily
as today's email lists so users can more easily manage group messaging.
Another advantage is that unified messaging provides a telephone user interface (TUI), allowing users to access their email and/or faxes by phone, just as they do with their voicemail.
Organizations
that implement unified messaging can provide common disaster recovery
backup of all communication types, helping to ensure business
continuity at all times.
Unified Messaging 'must haves' include
a telephone user interface (TIU), a graphical user interface (GUI),
integration with existing voice and data system elements, including
security and management, and user customization for message and call
handling. Protocol support for SMTP, POP/IMAP, VPIM and LDAP are
essential, as is a speech enabled IVR element. Support for TDM and IP
Telephony integration is also mandatory. - Interactive Voice Response
- Nortel's
Interactive Voice Response Computer Telephony Integration (IVR-CTI)
Portfolio provides a suite of native CTI Interfaces.
These
standard, "out-of-the-box" integration packages accelerate deployment,
simplify system integration, and deliver faster return on investment. - Centralized Voice Mail and Management
- Centralized
Voice Mail and Management The networking capabilities of IP telephony
make centralized applications for messaging and management more cost
effective than ever before. Enterprises receive the benefits of
standard greetings, global administration and a common interface across
their network. - The networking capabilities of IP telephony
make centralized applications for messaging and management more cost
effective than ever before.
Enterprises receive the benefits of standard greetings, global administration, and a common interface across their network.
BCM 400 Options at a Glance
| Target User | 30-400 |
| Number of digital stations | 32-192 |
| Number of IP stations | 90 |
| Number of voice mail ports | 32 |
| IP/digital mobility | X |
| Cordless mobility | X |
| Basic Call Center | X |
| Professional Call Center | X |
| Multimedia Call Center | X |
| IVR | X |
| IP music on hold | X |
| VPN tunnels | 16 |
| IP trunks | 60 |
| Integrated DSL | - |
| Integrated frame relay | X |
Other Nortel BCM Systems
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