empowering your business communicationscisco ip telephony solution has helped us to save money and...

More power to you

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Empowering your business communications

with true IP solutions

Please tell us if this brochure was helpful or how we could make things better – [email protected]

What next?

For further information about Cisco IP Communications Solutions from BT, you can download details at: www.bt.com/cs/avvid and click on Further Information.

Still need to know more?

Talk to us about Cisco IP Communications Solutions and how we can help you pulltogether all the building blocks for convergence. And if you’re not sure about theCisco solution, we’ll happily discuss alternative technologies.

• Call BT Convergent Solutions on Freefone 0800 389 4848 quoting PHME 49402

• Contact your BT Account Manager

• Visit www.bt.com/convergentsolutions

Offices worldwide

The telecommunications services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions of contract. Nothing in this publication forms any part of any contract. BT and the BT logo are trademarks of British Telecommunications plc.

© British Telecommunications plc 2006. Registered office: 81 Newgate Street, London EC1A 7AJ Registered in England No: 1800000 Produced by BT Group Designed by Westhill Communications Printed in England by Communisis

PHME 49402

Printed on paper which meets international environmental standards.

TelephonyNetwork ServiceFlexibleWorking

CustomerContact

In association with

Simple and complete.

Bringing it all together.

Cisco IP Communications Solutions 1

It doesn’t have to be complicated.Convergence and IP are hardly newto BT or to Cisco. Individually ourexperience and innovation make usworld class. As a partnership youcouldn’t be in better hands.

We understand your businesschallenges and pressures.Competition has never beentougher, customers never moredemanding. Everyone wants morefor less. You need constantly to findsmarter, faster, better value waysof serving and retaining existingcustomers and winning newbusiness. The key to it all isensuring customers can contact youin the way they want, wheneverthey want. You needcommunications systems that suityour customers’ requirements andyour own business model – and allwith a keen focus on cost controland return on investment.

A converged network, integratingvoice, data and video over a singleIP framework can meet all yourchallenges. You choose your ownpace of change. Evolution orrevolution – we can manage it end-to-end, dealing with all of yourconcerns and taking away any riskfrom you.

• You gain enhanced productivitythrough flexible working, easycustomisation, new applicationsand efficiencies

• Better informed and supportedstaff work together morecohesively and effectivelydelivering enhanced customerservice

• Your outgoings fall with cost freemoves, additions or changes andgenerally reduced managementdemands

• Profitability can be boosted asIT staff focus on core businessapplications rather than worryingabout the communicationsinfrastructure

It doesn’t matter whether you arestarting from scratch or graduallyupdating existing systems. We canmix and match the old and the newto maximise the value of your pastinvestment, while steering a clearmigration path to the advancedfunctionalities your business willneed for its future success.

Whatever your businesscommunications ambitions, we have the IP solutions to help ensure you achieve them.

Convergence means one network for voice,data and video. Straight away you can enhanceyour productivity, efficiency and flexibility.IP communications keeps all the strengths oftraditional telephony – and then adds a vastarray of features and services that are simplyimpossible with legacy technology. Integrationwith your existing systems and technology canhelp you boost profitability and cuts costs.

So what are you waiting for?

“We share

a vision of

and the future of IP services, built onsome of the largest and most successfulIP platforms in the industry.”

convergenceAndy GreenCEO, BT Global Services

What is it?

2 Cisco IP Communications Solutions

IP telephony is the technology fortransmitting voice communicationsusing open standards based InternetProtocol (IP). Cisco Architecture forVoice, Video and Integrated Data(AVVID) does just what it says –providing all the business benefitsof a single converged networkinfrastructure for the delivery,distribution and management ofintegrated data, voice and videotraffic. From call processing for oneor a million users, to secure IPconnectivity for a manager movingaround the shop floor or contactcentres integrating thousands ofagents on myriad sites, BT andCisco have the solution.

Although still seen by many as “new”technology IP is now established,mature and resilient. Reliability is ashigh as traditional telephony hittingthe “five nines” benchmark of99.999%. Voice quality is as good,or better and security is enhanced.

The BT portfolio of Cisco IP solutionsallows a staged evolution from yourtraditional communications to IP andthe new generation features andservices that only it can bring.

The BT-Cisco relationship stretchesback over the better part of adecade. A shared vision of the futureof IP services built on our insight asmarket leaders in networked IT andcommunications services means wecan deliver the most reliable andcost effective solutions whilekeeping pace with changes in ourcustomers’ business and technology.And BT and Cisco trust each other todeliver. Cisco chose BT for what wasthen the UK’s largest IP Telephonyproject to implement more than3,000 IP phones across its five Ciscosites. That included upgradingswitches and gateways, installingCisco CallManager Servers and, onone site, designing the IP solutionfrom scratch.

BT’s Cisco IPCommunicationssolutions are acomprehensive suiteof IP based hardwareand software solutionsthat scale to meet yourneeds. One networkintegrates voice, dataand video.


“BT and Cisco are now evenbetter positioned to help ourcustomers gain significant returnfrom their networks throughreduced operating expenses andgreater productivity.”

Chris DedicoatPresident of Cisco Systems, Europe

“We were reassured by the strengthof the partnership between BT andCisco, because failure was definitelynot an option.”

Dave Gilmore Service Delivery Manager, VOCA Ltd

What can it do for me?What do you want?

Greater productivity, flexibility and cost savings?

Enhanced customer service, empowered agentsand better team working across scattered sites?

Easier system management and upgrade options?

The answer isyes


“Cisco and BT in partnership are able to offer customersbest-in-class technology and expertise combined withexcellent service delivery and commercial flexibility.The solutions they provide us with give us the power,the capacity and the flexibility we need to both reactswiftly to business demand and offer new opportunitiesfor us to exploit, now and in the long-term.”

Bill GibbonsDirector of Technology Services and Support, Abbey

See what it did for themLarge or small, locally focussed or operating globally,IP efficiencies and new options benefit every part of youroperation. You don’t need just to take our word for it.Our customers are happy to talk about what theyachieved with us. Whether it’s giants like Abbey, theleading UK bank, who chose the BT-Cisco partnership foran integrated solution across 746 branches and 66 headoffice sites or a thriving regional legal partnership, withjust 3 offices, we have the solutions.

Tendring District Council in Essex found: “Cisco CallManagersoftware allows us to monitor call and data traffic over our network, see what percentage is being used by each department and look at call abandonment rates, durations and destinations.“This richness of information is enabling us to deploy resources in aneven more effective manner as well as pinpoint and eliminate bottle-necks.We have already reduced our call abandonment rate by 70%.“Voice and data calls between our offices cost nothing which isan additional saving. Break out calls to the public telephone network areat preferential BT rates and the voice quality is easily as good as the publictelephone network. There is no additional cost to the council for moves,adds or changes as there was in the old days. There’s no delay either.”For the really big numbers look at what Abbey says: “The newinfrastructure will deliver tens of millions of pounds in cost savingsallowing for replacements, upgrades and maintenance within a veryacceptable price structure.”

Improved productivity with cost savings

For the 12 partners and 72 employees ofMorecrofts Solicitors in Liverpooltheir business and the quality of servicethey deliver to clients is dependent onfast and responsive communications.That’s why they picked Cisco from thedozen vendors they considered. “TheCisco IP telephony solution has helpedus to save money and to be moreefficient but most importantly it isimproving customer service.“Cisco unified messaging provides the realbusiness edge for Morecrofts because itmeans that clients can stay in touch with useasily and when they need to speak to theirsolicitor they can do so quickly.”

Morecrofts also noted: “It was clearthat IP technology would give us atelephone system that would last for 5to 10 years rather than just the next 18months”. While the head of the BTengineering team for the inspirationalEden Project pointed out: “CiscoAVVID gave us the future proofing,Quality of Service and extensibility weneeded for the concept. That unlockedthe potential for realising the long-termvision of the Eden Project”

Greater customer satisfaction

Future Proofing

One IP approachfor all your solutions

Infrastructure

Call Management

IP Phones

Voice Applications

Unified Messaging

Rich-media

Conferencing

Customer Contact

Security


Cisco Architecture for Voice, Video andIntegrated Data (AVVID) is just that –an architecture that takes you from thebasic ground work to the final touches.

The four key elements are:

Infrastructure

Call Management and Processing

IP Phones

Voice Applications

1Infrastructure

IP offers the complete road map and package of solutionsto empower your business communications for today andtomorrow. We can guide you along the migration pathwith future proofed applications and services whilemaximising your current investments and controllingcosts. The infrastructure provides the foundations.

This includes PSTN gateways, analogue phone supportand digital signal processor (DSP) farms and can supportmultiple client types such as hardware or software phonesor video devices. Options allow integration of traditionalPBX, voicemail and directory systems. You choose thespeed and scope of growth.

2Call Managementand Processing

At the heart of any IP solution is the total management ofall your customer contact and employee communications.Cisco CallManager and Cisco CallManager Express are thesoftware-based call-processing components of the CiscoIP telephony solution that extend enterprise features andfunctions to devices such as IP phones, VoIP gateways andmulti-media applications.

• Cisco CallManager provides voice, data and video inone truly converged system offering an array of featuresand benefits. It is modular and highly scalable and idealfor single sites of more than 100 users, or acrossmultiple sites of any size connected by an IP Wide AreaNetwork (WAN)

• Cisco CallManager Express Solo is a cost-effective, all-in-one converged IP solution for smaller sites. It’s idealfor a single sited organisation with up to 119 users or forlarger organisations looking to deploy IP at individualbranches before expanding across the business

Not ready for your own CallManager or concernedabout capital outlay? Then you need BT MultimediaVoIP (MMVoIP) where BT provides a centrally hostedvoice and multimedia service for you to access. TheCisco CallManagers are located at secure, remote BTsites and we own, manage and maintain them for you,as well as managing your WAN or LAN. You benefitfrom all the functionality of a Cisco CallManagersolution without the up-front costs.


Cisco IP phones combine the functions of a traditionalphone with an Ethernet connection and options such asaccess to web-based content. The range covers everyneed from basic, wireless communication for a managermoving around the factory floor to Gigabit Ethernet IPtelephony. Common features are stylish design andease of use. Or for a software-only solution the Cisco IPCommunicator gives you the capability and features ofa Cisco IP phone from your PC wherever there is accessto your corporate network.

Voice applications are physically independent from thecall and voice processing infrastructure and can resideanywhere within your network.

Messaging, conferencing and contact centre solutionsare key to success in today’s pressurised business worldand every Cisco IP application is designed to provideyou with the flexibility, scalability and effectiveness thatyou need.

• Cisco Unity Unified Messaging – whether the full-blownEnterprise Edition, scalable to match any ambitions, orthe entry level or mid-market Express Editions trulyunified messaging is available to you. Take control asyou wish – reply to faxes by voicemail, or voicemail byemail – knowing intelligent management keepseverything integrated and in order.

• Cisco Personal Assistant – turbo charge your Cisco IPmessaging and call management with speech-enabledaccess from any phone or any PC anywhere. Anythingyou can do in the office you can now do on the move –just by asking. Tell Personal Assistant: “Follow me” –it will, diverting calls to the right numbers. Say: “CallJohn Smith” – Personal Assistant calls him.

• Rich-media Conferencing – choose the total solution ofMeeting Place to make remote conferencing as naturaland effective as face-to-face. Meeting Place seamlesslyintegrates voice, video and web conferencing throughyour own network – so you can remain safely behindyour firewall while keeping costs to a minimum. Ormake video calls as simply as standard voice calls withCisco VT Advantage video telephony.

• Customer Contact Centre – Cisco IP ContactCentre software provides the platform to help youmove from today’s call centre to a true customerinteraction network. The Enterprise Edition isscalable from tens of agents at a single centre tothousands of people distributed over various sites.Open architecture also means it can integrate withyour existing contact centre solutions to preservethe value of your current investments and providea platform for future applications. Multi-channelautomatic and intelligent call distribution issupported by rich event and customer data andcombined with IP telephony to maximise efficiencyand customer service from any agent no matterwhere they are located. IPCC Express Edition is theideal solution for entry level or mid-market contactcentres. It remains feature-rich and is scalable upto 300 users.

• Security with Confidence – BT offers acomprehensive suite of Cisco security productsand features for IP Communications that provideprotection, privacy, control, and most importantly,confidence. As with any network application, BTrecommends customers define and implement acomprehensive integrated security policy. To help youenforce that policy, BT and Cisco have the combinedexpertise to address issues of security at every layerof the network. We will implement security featuresthat protect the perimeter, call control systems,transport networks, and applications. The integrationof this wide range of security technologies intoall Cisco products along with world-class service,support, and training, allows security for voice, video,and data to be embedded throughout the networkfor small businesses, large organisations, andservice providers.

3 IP Phones

4Voice Applications

Setting the pacein convergenceand integration

“We were a bank in a hurry at thebeginning of the project. They were ableto keep pace with us at every stage andare set to continue to do so as the paceof transformation accelerates.”

Bill GibbonsDirector of Technology Services and Support, Abbey


BT and Cisco don’t stand still. BT’s acquisition of SkyNet –Cisco’s UK Solutions Partner of the Year – brings advancedintelligence to the IP infrastructure and provides unmatchedLAN (local area network) solutions.

• BTSkyNet is dedicated to the design, installation and support ofvoice, video and data networks based on the latest Cisco networkingproducts and technologies. The building-block approach lets youchoose either the components you need for a particular applicationor opt for a comprehensive end-to-end solution.

• SkyMetro is BTSkyNet’s range of integrated in-vehicle and outdoornetwork solutions, incorporating the Cisco 3200 mobile router thatuses network resources and applications to enhance security,improve communications and responsiveness. Services are extendedfrom a fixed IP infrastructure to a wireless IP network enablingsecure data, voice and video communications across both.


It’s all part of a much bigger pictureWhether your organisation is large or small, operating from one site or many, BT canhelp you gain maximum benefit from convergence. We have the practical experience to help lower total cost of ownership, use technology to boost customer service, andincrease workforce agility. We also have the scale and resources to deliver the securityof comprehensive business continuity cover and lifelong support.

BT is at the forefront of convergence, leading thedevelopment of IP technology that will simplifynetwork construction, management and evolution.

Your convergence roadmap

BT has for decades been helpingorganisations to become moreagile and efficient, while managingcomplex multi-vendor networksand solutions. But now, through IP(internet protocol) one platformcan support the full range ofbusiness applications – voice,data, mobile, video, internet. Atlast, we can consolidate all thedisparate networks that make upyour infrastructure into a single,all inclusive enterprise network.This is what we call convergence.

BT has deployed convergencetechnology in its next generationcall centres, from which 16,000operators serve 21 millioncustomers. First year savings arearound £85 million, with callsteering times down 30 per cent,call volumes cut by 3.8 million andrepeat and transferred calls downby 1.9 million.

We are vendor independent so willalways recommend the besttechnology for your communicationrequirements. Through ourpartnerships with the world’s leadingtelecoms and IT manufacturers andour own technology leadership wecan bring you the latest, tried andtested offerings across a broad rangeof vendor platforms.

Everything you need to help your business run smoother – and smarter

Whether you’re looking forstandalone components orintegrated solutions to delivergreater business value, whateveryour size or organisationalstructure, through our portfoliowe can offer a clear and simplemigration path to the power ofconverged communicationsnetworks.

We provide all the building blocksfor convergence, and alongside thetechnology components we’ll helpyou draw up a roadmap to get youthere, whenever you’re ready.

And if convergence isn’t yet on thehorizon for you, we can still offeryou products, solutions and servicesthat will help maximise the valueand performance of your currentcommunication platform.

Network www.bt.com/cs/network

Our expertise covers everythingfrom cabling and LANs/WANs toglobal IP VPNs and managedsecurity services. Just choose thenetworks, components and servicesyou want, and leave the rest to us:one network, one contract, and asingle point of accountability.

Telephonywww.bt.com/cs/telephony

We offer scalable voice and IP-enabled systems and proven,advanced functionality from Cisco,Nortel Networks, Avaya, Lake andmany other top manufacturers.

Flexible workingwww.bt.com/cs/flexibleworking

Our flexible working solutionsfeature all the tools you need tosupport remote and roving access,including voicemail, unifiedmessaging, on-site mobility, one-number-find-me, hot-desking andmultimedia web collaboration.

Customer contactwww.bt.com/cs/contactcentres

We can deploy pre-packaged contactcentres for rapid implementation;enterprise-wide, multimedia contactcentres; smaller contact centres forsmall and medium sized companies,or the departments or branch officesof larger enterprises. We also offerthe latest in customer contactapplications including interactivevoice response, computer telephonyintegration (CTI) and voice recording.

Service www.bt.com/cs/service

Our specialist experts offerprofessional consultancy, designand implementation support,flexible maintenance contracts,remote service management,telephone advice lines, onlinesupport and complete businesscontinuity solutions.

Trust us to take careof your business Thousands of organisations depend on BT’s local, national and globalinfrastructure for the communications services that underpin their business.


We can’t think of anyone better qualifiedto help your business. Can you?

We directly run a network thatconnects over 440 cities in 75countries, across five continents.That expertise informs the work we do for all of our customers,however large or small.

Not only do we understandnetworked communicationssystems more deeply than anyoneelse operating in the UK; ourtechnologists are globally

influential in their development, so we have far reaching insightsinto the future that can help youplan your own investment paths.

Not least it means we have a trulynational service and support network,with an engineering team twice thesize of any UK competitor, ensuringthat we can deliver effective localservice wherever you want to work.

“Including 999 and non-emergency calls, wereceive around five million enquiries every year,and that number is growing all the time. BT’ssolution allows us to handle them efficiently andoffers the capacity to cope as that volume increases.BT’s managed service means we now have a supportteam to handle faults, upgrades and software changes,and the system is much more cost-effective.”

Thames Valley Police

More power to you

In association with

Empowering your business communications

with true IP solutions

Please tell us if this brochure was helpful or how we could make things better – [email protected]

What next?

For further information about Cisco IP Communications Solutions from BT, you can download details at: www.bt.com/cs/avvid and click on Further Information.

Still need to know more?

Talk to us about Cisco IP Communications Solutions and how we can help you pulltogether all the building blocks for convergence. And if you’re not sure about theCisco solution, we’ll happily discuss alternative technologies.

• Call BT Convergent Solutions on Freefone 0800 389 4848 quoting PHME 49402

• Contact your BT Account Manager

• Visit www.bt.com/convergentsolutions

Offices worldwide

The telecommunications services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions of contract. Nothing in this publication forms any part of any contract. BT and the BT logo are trademarks of British Telecommunications plc.

© British Telecommunications plc 2006. Registered office: 81 Newgate Street, London EC1A 7AJ Registered in England No: 1800000 Produced by BT Group Designed by Westhill Communications Printed in England by Communisis

PHME 49402

Printed on paper which meets international environmental standards.

TelephonyNetwork ServiceFlexibleWorking

CustomerContact

In association with

empowering your business communicationscisco ip telephony solution has helped us to save money and...

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