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BCM product overview Product positioning Introducing BCM 3.0 Market segmentation Target markets Vertical markets Product description Value propositions BCM 3.0 key enhancements BCM 3.0 benefits What BCM 3.0 brings to the table What IT experts are saying Agenda
Introducing the Business Communications Manager Cost-effective converged voice and data solutions Highly flexible and feature rich Simple to manager Secure, scalable and highly reliable
Historical perspective BCM Release History Enterprise Edge 1.0 – September 28, 1999 Enterprise Edge 1.01 – January 30, 2000 Business Communications Manager 2.0 – June 22, 2000 Business Communications Manager 2.5 – July 31, 2001 Business Communications Manager 2.5 FP1 – April 29, 2002 BCM incorporates the latest technological advancements – to keep your customers on the cutting edge
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 Allows Channel Partners to leverage their relationship with the installed base
BCM 3.0 Improves cost-effectiveness Delivers important business applications Offers Total Cost of Ownership management benefits
BCM 3.0 improvements and additions Enhanced management capabilities Reduces 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
BCM 3.0 improvements and additions Integrated Voice Response (IVR) capability Reduces cost of operations Simplified installation Saves time and money Increased security
Ensures reliability by: Enabling users to send and receive information quickly and easily Streamlines costs by: Optimizing shareholder value Reducing overall cost of ownership BCM 3.0 improvements and additions
Increases revenues by: Expanding market reach Improving customer service Simplifies administration by: Centralized multisite management Reducing overall costs associated with moves, adds, and changes BCM 3.0 improvements and additions
Future-proofs networks by: Allowing customers to evolve to IP at their own pace, as their customers business needs evolve BCM 3.0 improvements and additions
Upgrade Paths BCM 2.5 to 3.0 BCM 2.5 FP1 to 3.0 BCM 3.0 upgrade
Why BCM? Save money Optimize network bandwidth utilization Increase productivity Improve operational efficiency Protect your investment Make money Increase customer loyalty Expand market reach Better ROI = Increased Shareholder Value
Converged networks = huge selling opportunities 74% of enterprises plan to begin implementing VoIP by 2002, 91% by Worldwide VoIP market expected to grow to $11.6B by TDM voice traffic growth 5% vs. 300% for data traffic 3 1Wheres the Demand for IP-Based Voice Systems, Info Tech, MultiMedia Telecommunications Market Review and Forecast, Telecommunications Industry Association (TIA), The Converged Network Infrastructure: An Introductory Guide, ATG, 2001.
The business case for BCM: A converged solution Convergence is best discussed by looking at three distinct dimensions of the IT environment: Infrastructure Management Application
At the infrastructure level Faster application rollouts Carrier-class reliability Minimized downtime Continual availability Superior call quality and line availability Excellent price versus performance returns
At the management level Reduce costs of management Centralize management
At the application level Increase revenue with productivity and customer service enhancing applications. Expand market reach with ebusiness applications that level the playing field. Future-proof operations by standardizing applications on IP.
At the application level Call Center (Basic and Professional) Multimedia Call Center Call Center Reporting Messaging Unified Messaging VPN Applications Networking Applications Fax Suite Personal Call Manager IP Telephony Network Configuration Manager IVR
Target markets Large enterprises with branch locations Medium-sized, multisite businesses Standalone, single-site customers
Targeting enterprise branch offices Concerns for large companies with many small, remote sites: Primary challenges Creating an integrated corporate communications network Enhancing services Controlling costs Supporting remote sites Secondary challenges Scalability Investment protection
Examples of enterprises with branch locations Examples of large enterprises with branch locations include: Financial institutions (BankAtlantic) School districts (Tyler Independent School District) Retail chains (Safeway) Restaurants (Buca di Beppo)
Examples of medium-sized, multisite businesses Examples of medium-sized and small business customers include: Real estate firms Law offices Travel agencies Professional services
Examples of standalone, single-site businesses Examples of standalone customers include: Independent manufacturers Independent insurance brokers Small businesses with one site
Vertical markets Education Retail Government Finance Professional Services Restaurants
Vertical markets Education Networking with Meridian 1 at district HQ enables cost effective centralized messaging for the entire school district BCM provides voice connectivity (wired and wireless) to the classroom. Retail Call center capabilities help retail customers deliver topflight customer service. Wireless IP offers voice and data access from a single handset.
Vertical markets Government Converged networks reduce costs. Advanced telephony features streamline internal operations and improve efficiency. Finance BCM offers lower wide area costs, operational simplification of moves and changes and security. Integrated secure VPNs.
Professional Services IP networks to support telephony between sites result in cost savings. Unified messaging drives productivity and improves responsiveness. Restaurants VoIP and call center solutions reduce communication costs. VoIP capabilities increase revenues while preventing missed reservations. Vertical markets
BCM elevator speech: CIO To forward-thinking CEOs, CIOs and decision makers, convergence suggests new ways to accomplish these established goals: Set new standards in customer loyalty and satisfaction Rapidly deliver new products to existing and emerging markets Retain and attract skilled resources Enhance employee satisfaction and productivity Make efficient use of IT resources Investment protection and ROI
BCM elevator speech: Business unit manager To business unit managers, BCM offers: Up to 30% reduction in remote office worker costs Seamless integration of new technology and applications Increased employee productivity Carrier-grade system reliability and security Enhanced customer relationship management (CRM) Investment protection and ROI Minimal business disruption
BCM elevator speech: Technical manager To technical managers, BCM offers: Ease of administration and maintenance Investment protection and flexibility You can evolve the network at a pace that minimizes your cost and operational impact. A smooth transition to VoIP with minimal organizational disruptions Nortel Networks IP phones share a common look, feel and feature-set with their digital/PBX counterparts.
BCM200 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, BRI+4X16 Digital X Digital: BRIx16, T1x16, T1x32, PRIx32
BCM200 – Partner Value 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 Networks Lower cost of acquisition, training, support, business costs, marketing programs, etc.
BCM400 Product Concept Available in a standard model or a redundant feature option Supports four media bay modules Supports a maximum of 192 digital stations Field-installable WAN card
BCM400 – Partner Value Reduces cost of installation Improves reliability Reduces the number of spares needed for support
BayStack T-PWR switch 24 port 10/100 Mbps Power over Ethernet QoS stackable switch Includes resiliency & robust QoS features of Business Policy Switch plus… Power over Ethernet to IEEE P802.3af compliant devices such as IP phones, wireless access points and Webcams QoS-enabled for layer two to four packet classification & prioritization Advanced resiliency support
Telephony capabilities Circuit-switched, VoIP or BOTH! 200 stations (mix of digital & IP; up to 160 digital) Localized CallPilot voic with up to 1000 mailboxes Centralized Meridian 1 voic 30 – 60 simultaneous VoIP connections with PSTN fallback Call center & IVR support Mobile telephony support
Value selling BCM Business drivers: what are the goals? Business initiatives: what needs to be done to meet the goals? Critical factors: what are the requirements? Make a BUSINESS CASE!
Value selling BCM The recommended sales strategy for BCM should communicate the converged benefits and demonstrate how VoIP Introduces innovation Allows businesses to save money Maximizes selling opportunities and business efficiencies
BCM key values for SMBs Affordable, scalable solution that grows as the business grows Choice of IP-enabled or pure IP strategy Reduced network costs
BCM key values for branch offices Standardize enterprise communications on a single platform Corporate-wide network based on WAN technology Simplify business processes by using a single vendor Simplify network management and administration Add localization value while maintaining remote access to centralized resources
BCM key values for enterprise customers Customers Are Looking For… A stable, secure and reliable system Proven flexible solutions that can be easily deployed Investment protection Workforce deployment options A complete, resilient and robust solution Value-added applications that deliver competitive advantage
Enterprise-level voice services Business Telephony Applications Productivity and revenue enhancement VoIP Streamline costs Future-proof migration paths
Enterprise-level voice services Call Centers Improve customer service Extend market reach Reduce toll charges With the addition of a voice button on a Web site, toll charges on customer calls can be reduced dramatically.
Full data capabilities Integrated routing and Internet access Dynamic Host Configuration Protocol (DHCP) Security/Firewall Support for multiple LAN/WAN protocols to support VPNs QoS module for IP traffic prioritization Network Address Translation (NAT)
Simplified management Single tool – Unified Manager For all features and applications Centralized management Remote administration via Web browser Wizards Streamline installation and routine administration Common network infrastructure All traffic on one network
Unified Manager Features: Web-based management interface View and change configuration settings for all services Local or remote management & backup and restore Software keycode activation Event monitoring and alarms Benefits: Centralized remote administration Easy-to-use interface
BCM 3.0 features Increased analog station 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
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
Desktop Assistant Pro Admin System administration tool to program sets on a system-wide basis, either locally or remotely IPSec 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 telecommuters and road warriors. Silent Monitor for Call Center Available on Basic or Professional Call Center Silently monitors individual agent desktops Allows continuous monitoring capability without interruption of call termination/initiation 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 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 BCM 3.0 features
Increased TDM Station Capacity Previous: 16 Digital Sets per DS-30 4 DS-30 Support 64 Sets BCM Digital Sets per DS-30 4 DS-30 Support 128 Sets Supports DS-30 Splits (Max Totals) 2/6 - £192 TDM & 59 IP Stations 3/5 - £160 TDM & 91 IP Stations BCM 3.0 features
Network Configuration Manager NCM Server/Client at NOC/ TAC Center NCM Agent on BCM – Keycoded Supports Multisite Programming Changes AA & CC Greetings AA Hours of Operation CCR Trees VoIP Remote Gateway IVR Scripts Core Telephony Apply Keycodes Schedule Changes BCM 3.0 features
IP Telephone Portfolio BCM supports a full range of flexible IP client solutions, including: i2002 Internet Telephone i2004 Internet Telephone i2050 Software Phone
BCM 3.0 program: IVR strategy Based on Nortels Portal Solutions IVR portfolio Leverage Portal Solutions know-how and expertise Proven Technology and Market Leadership Consistently #1 or #2 market position Existing Development Tools and Professional Services Organization Expand BCM Office-in-a-box strategy Integrates the IVR functionality of VPS/MPS with existing BCM features Optimized size for SMB market with high level of interoperability
BCM 3.0 program: IVR strategy Resource sharing of BCM platform IVR on BCM is a software-only IVR solution, no dedicated hardware resources required Low Total Cost of Ownership Support Infrastructure Leverage BCM and Portal Solutions pre-and post-sales support. PSO, ITAS, existing collateral, training, etc. IVR Futures Future considerations: Voice forms, Speech recognition, evolution to Voice XML.
IVR on BCM Market Offer IVR Runtime Engine Preinstalled as part of BCM 3.0 Keycoded to enable IVR channels/ports IVR Application Development Application Development tools
IVR on BCM: 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, confirmations Based on information collected from the caller, BCM IVR retrieves customer specific information from a host database and reads it to the caller
Summary of key benefits Enable new ebusiness applications to level the playing field Multimedia Call Center IVR Increase mobility and accessibility to information Symbol wireless IP terminals Optimize networks Enhanced networking via MCDN over IP or PRI & centralized applications and the support of VPN and PPPoE
Summary of key benefits Future-proof networks IP telephones and wireless VoIP Interoperability with CSE 1K Rel. 2, IPT (ITG 3.0) Simplify administration Unified Manager Network Configuration Manager Provide unparalleled choice and flexibility productivity-enhancing, revenue-generating applications No additional hardware
The perfect solution: BCM One stop shopping for voice and data needs Applications that include computer telephony and voice features Management that scales from a single site to the largest enterprise Security/firewall protection
Nortel Networks offers Complete and scalable end-to-end solutions A road map to the future Ability to leverage current investments and capabilities Experience providing leading corporate business solutions
Additional resources/contact info For more detailed information on the Business Communications Manager and Nortel VoIP and converged networking solutions: Sales Education Learning Library (Nortel Networks internal from Sales Dashboard) Sales Exchange Learning Forum (Nortel Networks internal) Partner Information Center