Business Communications Manager (BCM)

Business Communications Manager (BCM) delivers small/medium-sized businesses and branch offices a converged voice/data solution. The Nortel BCM has the capabilities businesses need including telephony, unified messaging, multimedia call center, interactive voice response, IP routing and data services such as firewall, wireless, and more.

Key Features :

• Cost-effective scalability from 10 to 300+ stations using a mix of digital and IP stations.

• Simplified network infrastructure cuts costs by connecting IP phones over the LAN wiring system, seamlessly extending features to multiple sites through IP connectivity and streamlining network management. IP trunking enables a business to optimize network bandwidth and reduce network costs.

• Redundancy options, including power, fans and hard-drive, automatically detect failures and switches over seamlessly without any loss of service. This optional feature provides protection where security and reliability are the key drivers to communications systems.

• Browser-based management simplifies installations, and provides an intuitive, wizards-based method of managing the network from any Web-enabled workstation.

• Unparalleled telephony features - with the most complete telephony feature offering for small sites, no business has to make compromises on how to process critical customer calls.

• Full suite of applications - including voice messaging, unified messaging, interactive voice response, multimedia call center and wireless, enable your business to streamline costs, be more productive, and better serve customers.

BCM Contact Center

When customers pick up the phone, what happens next can make the difference between the success and failure of a business. Whether customers are calling to place their first order, to reorder, or for support with an existing order, Business Communications Manager can help deliver the top-flight customer service that leads to success. Through the power of IP telephony, Business Communications Manager enables agents in multiple locations to support the same queue – even agents working from home can receive calls as if they were at the central site. Customers browsing the website of an organization can enter the queue simply by clicking a button and entering their phone number. When their request reaches the front of the queue, they are called at the specified number by the next available agent. Special offers can be provided via the web while they are waiting; and if they just need a quick question answered, they can ‘chat’ online when their message reaches the head of the queue. Business Communications Manager also supports Computer Telephony Integration (CTI), which enables call centre agents and other users to have access to caller information before the conversation begins. Recent purchases are displayed on the screen, enabling agents to provide improved customer service and more efficient call handling. By giving customers rapid access to sales and support personnel via the phone, the web, and email, businesses can deliver the highest levels of customer service – even better than larger competitors who haven’t adopted.

BCM Systems

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