Nortel BCM 200 Business Phone System

The BCM200 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 200 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 200 offers.

Target User: 20-30
Number of digital stations: 16-48
Number of IP stations: 90
Number of voice mail ports: 32

IP Telephony and Convergence

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.

The Nortel BCM 200 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.

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 200 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.

Request a Quote

We provide complete services for all your business communication needs. Design and implementation of your communication node, structured voice and data cabling including fiber optic, placing orders, managing your account and interfacing with carriers on your behalf.

For your no obligation analysis click here.