nortel bcm sales guide[1]

2007 Nortel. All Rights Reserved.

NORTEL BUSINESS COMMUNICATIONS MANAGER Sales Guide

Nortel BCM | Sales Guide

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CONTENTS

INTRODUCTION......................................................................................................................... 3

SOLUTION/PRODUCT OVERVIEW.........................................................................................4 Introducing BCM.......................................................................................................................................... 4 The BCM Family........................................................................................................................................... 5 Key Functionality ........................................................................................................................................ 6

Telephony...............................................................................................................................................7 VoIP .........................................................................................................................................................7 Contact Center......................................................................................................................................7 Data .........................................................................................................................................................7 Mobility ...................................................................................................................................................7 Multimedia............................................................................................................................................. 8 Multi-site Networking ......................................................................................................................... 8 Toll Bypass............................................................................................................................................ 8 Management ......................................................................................................................................... 8

New Functionality in BCM50 Release 3.0.............................................................................................. 9 The Converged SMB Solution .................................................................................................................. 12 Customer Benefits ..................................................................................................................................... 13

Improve Productivity and Streamline Costs................................................................................. 13 Drive Revenue by Improving Customer Service and Expanding Market Reach.................... 16 Ensure Business Continuity and Security ..................................................................................... 17 Mobility ................................................................................................................................................. 19 Data for SMBs.....................................................................................................................................22

Key Applications........................................................................................................................................24 Value Propositions....................................................................................................................................28

Value Proposition by Customer Type............................................................................................29

SALES OPPORTUNITIES ...................................................................................................... 30 Market Overview .......................................................................................................................................30

Enterprise vs. SMB Market Size and Convergence ..................................................................... 31 The Global SMB Market: Market Trends ........................................................................................ 31 Market Opportunity SMB IP Telephony Adoption....................................................................... 32 Key IP Telephony Drivers................................................................................................................. 32 IP Desktop Penetration .................................................................................................................... 33

Nortel Market Statement ........................................................................................................................33 Target Customers/Market Segments ...................................................................................................34 Identifying Prospects ...............................................................................................................................36 Qualifying Questions.................................................................................................................................36


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Standalone Site.................................................................................................................................. 37 SMB Multisite...................................................................................................................................... 37 Enterprise Branches ......................................................................................................................... 37

Overcoming Objections............................................................................................................................38

TECHNICAL SPECIFICATIONS ............................................................................................ 40 BCM Specifications ...................................................................................................................................40 Compatibility ...............................................................................................................................................41

SALES TOOLS ........................................................................................................................ 43 Coach ...........................................................................................................................................................43 Training and Accreditation......................................................................................................................43 Documentation and Sales Collateral .....................................................................................................43

RESOURCES ........................................................................................................................... 44 Glossary of Terms .....................................................................................................................................44


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INTRODUCTION This sales guide is designed to help you access useful information when approaching a Nortel Business Communications Manager (BCM) sales opportunity. We have included the following sections:

Note:

Solution/Product Overview

Sales Opportunities

Technical Specifications

Sales Tools

Resources

This guide should be used in conjunction with BCM sales training materials and other resources, as required. We hope you find the information helpful in closing sales.

This guide reflects BCM200/400 4.0 and BCM50 3.0 software releases.


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SOLUTION/PRODUCT OVERVIEW

Introducing BCM

BCM is one of the most sophisticated, reliable integrated voice and data solutions for enterprise branch offices and small- to medium-sized businesses (SMBs). BCM establishes voice processing, feature-rich business telephony applications and data-networking services in a single platform managed via a single, intuitive tool. As a single platform, it is a cost-effective solution that will grow with a customers business.

Today organizations require a network infrastructure that allows the flexibility to react quickly to changes in the market changes that could mean the difference between the successful evolution of their businesses or extinction. Network security challenges have also increased; the greater the reach and availability of the network, the greater its vulnerability to external threats. The BCM portfolio of products address these key business drivers with robust and reliable convergence capabilities that allow users to migrate to a network infrastructure thats tailored to meet their needs, while delivering security and peace of mind.

Nortel recognizes that one size does not fit all. Our strategy offers customers choices on how to efficiently migrate to IP telephony without disrupting their businesses. We deliver solutions that offer a bridge to next-generation technology, while taking a customers business needs into consideration. Their path to convergence may follow a gradual adoption or a full-scale re-engineering it may be an evolutionary or revolutionary approach.

The choice starts with looking at what a business has already invested in today, and how that organizations existing telephony or data network infrastructure can be leveraged. This approach the Nortel approach offers reliability, investment protection and migration. Or, we can build a completely new network and enable a distributed, open architecture that is future-proof; one that delivers leading edge multimedia applications and voice capabilities while reducing total cost of ownership. No other vendor offers this choice.

The BCM portfolio provides secure, cost effective solutions with feature rich capabilities for the traditional voice-plus-applications, converged and pure-IP system market segments. The portfolio:

Introduces innovation The BCM offers businesses the convergence platform they need to easily introduce applications such as unified messaging, data connectivity and VoIP. Integrated auto attendant, networking capabilities and secure remote access offer SMB customers and enterprise small sites key applications that can transform the way they do business.

Allows businesses to save money VoIP allows businesses to consolidate disparate voice and data networks into a single network for all communications needs. Consolidation means network efficiency, lower training costs and remote management through a single interface. It also means flexible, rapid applications deployment at significantly lower costs.


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Maximizes selling opportunities and business efficiencies VoIP links an organizations eCommerce and customer service objectives by providing customers with seamless access to products and services, whether they contact by phone, fax, email or browse on the Web.

Enables convergence Nearly half of all enterprises in North America now see VoIP as the core of their next-generation communications solutions. SMB interest in VoIP adoption is rapidly increasing; by 2007, nearly half of these business owners will feel the same way.

With its ease of use, ease of installation, and highly flexible architecture, BCM brings small site SMB and multisite enterprise customers the convergence capabilities that were previously only available to larger sized sites. Offered at a very attractive price point, the combination of these features together with enhanced market coverage and a focus on partner profitability will make BCM an exciting addition to a customers network.

The BCM Family

BCM is available in three versions: BCM50, BCM200 and BCM400.

BCM50 BCM200 BCM400

BCM50 A complete package aimed at the under-20-station market segment both standalone and multisite supporting growth of up to 32 IP stations, 44 Digital stations or 50 stations in total as a hybrid configuration. Accordingly, Nortel has developed hardware that achieves the right price point, with a streamlined combination of a main module plus two optional expansion modules.

BCM200 Best positioned for sites with 20 40 stations with requirements for integrated routing and/or IVR supporting growth of 90 IP stations and 64 Digital stations. Features two bays for Media Bay Modules and provides a lower cost solution for smaller, price-sensitive customers.

BCM400 Typically positioned for sites with 40 80 stations with IVR requirements, and supporting growth of 90 IP stations and 192 Digital stations, (with an Expansion Gateway)

The BCM portfolio offers an approach to IP that literally transforms multiple networks into a single multi-service network and drives unified communications to the desktop. BCM offers increased application


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performance and enhancements in the areas of converged voice, data and multimedia, along with security, mobility, management and serviceability.

As a standalone solution for small and medium businesses (SMBs), BCM can be combined with a full range of Nortel mobility and data products to create a complete, converged business communications system that meets the unique requirements, challenges and budgets of that sector.

As part of a large enterprise network, BCM interworks seamlessly with unified communications (UC) solutions such as Nortel Communication Server (CS) 1000 and Multimedia Communications Server (MCS) 5100 to extend full headquarters-based applications and capabilities to branch and remote offices.

The BCM portfolio delivers:

IP telephony

Integrated Internet access

Simplified network infrastructure

Simplified, common management tools

Intelligent Contact Center

Wireless solutions (WLAN, digital or cordless)

Integrated data capabilities, including VPN

IP Conference Phone (2033)

IP Key Expansion Module (KEM)

Voice-enabled Wide Area Networking (WAN)

Ad-Hoc Conferencing

Meet Me Conferencing (BCM50)

Advanced Reporting capabilities (BCM50)

WLAN digital and cordless phone (T7406E ) mobility

Advanced Paging Productivity Pack (APPP)

MCDN integrated applications

Choice of environment (digital, IP enabled, or full IP strategy)

Unified Messaging

Interactive Voice Response (IVR) (BCM200 and 400)

Keycode-enabled applications

Security enhancements

Fax messaging

Easy, Keycode-based software updating

Proactive Voice Quality Monitoring (PVQM)

IP Phone 1110, 1100 series KEM (BCM50 only), 1120 and 1140

IP Phone 1210, 1220 and 1230 series + 12 key LCD and 18 key LED KEMs series (BCM50 only)

Session Initiated Protocol (SIP) trunk interoperability (enhanced with BCM50)

Key Functionality

For customers familiar with the broad range of call processing and voice applications available in traditional solutions, BCMs converged capabilities represent a step forward. The robust telephony feature


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set, combined with voice and unified messaging, contact center, mobility, data networking and more, fits the demands of small site SMB and enterprise customers alike.

Telephony

The telephony components of BCM perform call processing and connect public switched telephone network (PSTN) lines to BCM telephones. Customers have the choice of using digital telephones, analog telephones, IP telephones or a combination whatever fits their needs best.

VoIP

To support the rapidly growing deployment of VoIP solutions, BCM supports capabilities such as Proactive Voice Quality Monitoring (PVQM), Voice-enabled WAN and IP telephones.

Contact Center

The Contact Center and CTI applications available on BCM increase customer support and take advantage of the Internet. Unified Messaging, which combines voice, email and fax messages into a single inbox, enables employees to manage and prioritize all messages at a glance.

Data

The data networking components connect BCM to the LAN and WAN. The Internet connects coworkers so that they can share files and emails to exchange information. Universal Internet access for all users includes access to corporate Intranets, and supports VPNs and remote connectivity. Access is totally secure, even from a remote PC, due to the support of IPSec client termination and server-to-server connections. BCMs sophisticated capabilities provide robust security, VoIP, Quality of Service (QoS) and routing options that can be tailored to fit the needs of SMB or enterprise networks. This allows remote users in other offices, road warriors and telecommuters gain secure access to corporate networks and features from anywhere in the world.

Mobility

BCM supports both workspace and workplace mobility solutions. Workspace solutions, enabled by Nortel Digital Mobility Solution, are ideal for small- to medium-sized offices, since the mobility capability is limited to the area in which the access point is located the ability to hand-off between access points does not exist. In North America, China and Argentina, workspace mobility is enabled with the T7406E Cordless Telephone and the Digital Mobility Solution using 7430/7440 Handsets. Outside of these areas, Digital Mobility Solution is available via the following handsets:

4135/4145 handsets operate in EMEA, Hong Kong and Taiwan

4136/4146 handsets operate in Australia and New Zealand

7434/7444 handsets operate in South America


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Please consult the Mobility section of the current BCM Handbook for more details.

Workplace mobility on BCM is enabled through a WLAN-based or digital-based mobility solution. For organizations that have already deployed (or are planning to deploy) VoIP, the WLAN mobility solution extends an organizations wired LAN, enabling integrated voice and data access for true workplace mobility.

Multimedia

BCM includes new, content-rich multimedia applications that enhance voice, fax and unified messaging, along with call center (including Intelligent Contact Center), IVR, CTI, CRM, digital and IP mobility for full, integrated applications support.

With for Session Initiation Protocol (SIP) trunking, BCM establishes common access across a customers Nortel network deployment, making it easy to configure security policies throughout the network and lay the groundwork for multimedia applications.

Multi-site Networking

The multi-site networking capabilities of BCM include VPN services that enable cost effective, secure communications between sites. Applications such as voice messaging and attendant capabilities can be centralized, which can reduce overall operating costs. And BCM Network Configuration Manager (NCM) can provide fast, effective standardized rollouts of programming to either new or existing sites.

Toll Bypass

Toll bypass still remains one of the most popular IP telephony applications for small and medium-sized businesses. IP voice and fax calls can substantially lower business long-distance costs, particularly if companies generate high volumes of calls to networked international locations. These savings can sometimes reach almost 50% for international voice and fax calling over IP telephony networks instead of traditional long-distance calling.

Management

Multiple BCMsand associated network elementscan be managed with Nortel Business Element Manager, an easy-to-use, browser-based management application that comes with graphical interfaces and step-by-step wizards. By IP-enabling a system, an enterprise can derive the benefits of Simple Network Management Protocol (SNMP) and manage their network equipment located in branch offices throughout the world using BCMs remote administration capabilities.


New Functionality in BCM50 Release 3.0

In addition to all of the functionality listed above, the software-based BCM50 Release 3.0 upgrade adds exciting new capabilities to the BCM50 platform, enabling a completely converged, SMB-centric solution from Nortel. The BCM50 now includes:

SIP Trunking Enhancements

BCM50s ability to interoperate with SIP trunk service provider services now allow end customers to benefit from the advantage of all-IP converged data and voice IP access services which typically translates into lower monthly telecommunication access costs. The enhancements also enable BCM50 to achieve a greater level of interoperability with Nortel Communication Server products, providing customers using a homogenous Nortel deployment with a greater level of networking services than they could achieve in a mixed-vendor environment.

The solution has been defined by review of standard IETF specifications and analysis of market requirements. However, because all-IP access services are still in their infancy, different service providers are implementing their services using different protocol options or interpretations. As a result, you need to evaluate whether the BCM50-based solution you have proposed meets the requirements of a given service provider before you sell it. While Nortel strives to meet interoperability standards with all service providers, there is no guarantee that BCM50 will achieve it in all instances.

Note:

IP Phone 1200 Series

The Nortel IP Phone 1200 series desk sets are built specifically to suit the needs and price points of SMBs. They improve employee productivity with efficient access to information and features while reducing the costs of moves, adds and changes.

IP Phone 1210

(Standard level)

IP Phone 1220

(Intermediate level)

IP Phone 1230

(Premium-

Intermediate level)

12 key LCD

Expansion Module

18 key LCD

Expansion Module

The IP Phone 1200 Series includes two new Key Expansion Modules (KEMs) to provide even more flexibility for adding keys to the IP Phone 1220 and IP Phone 1230. The extra keys can be used for additional line appearances or to add often-used features for quicker access. They can also be programmed as auto-dialers for one-touch calling. They even provide busy lamp field indication for users on the BCM

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system. KEMs allow the phones to better serve the needs of attendant and receptionist functions, as well as increase productivity for any user.

The IP Phone 1200 Series phones also come programmed with BCM feature defaults based on how SMBs will most likely use them, simplifying usability for the end customer. Additionally, they are DA Pro compatible, which allows them to be customized. As a result, end users get maximum ease of use without sacrificing sophistication.

Meet Me Audio Conferencing

The integrated Meet Me audio conferencing provides BCM50 users with a powerful conferencing option that lets them hold larger conferences and enable more productive calls. A conference chairperson can view who is on the conference bridge, selectively mute or disconnect participants, and lock the conference. Conference participants can also view the list of parties on the call via the display on their phone, as well as selectively mute themselves.

Meet Me audio conferencing is secure. Each conference bridge has a chairperson password. Conferences can be set up to require participants to provide a password for entry. Additionally, the chairperson has the ability to lock and unlock a conference at any time.

The BCM50 supports up to 18 conferencing ports, with Meet Me Conferencing and Ad-Hoc conferences both sharing this pool of ports. The Meet Me Conference feature is Keycode enabled, therefore BCM50 requires no additional hardware to enable it. Meet Me audio conferencing is sold in a base configuration that enables 6 Meet Me conferencing ports. Four and 8-port expansion authorization codes are also available.

Activity Reporter

BCM Activity Reporter is available in two versions: Activity Reporter Basic and Activity Reporter.

Activity Reporter Basic is an integrated solution that creates easy to read reports, which cite existing BCM telephony data metrics. Key features include:

Immediate: Reports are automatically updated each night and reflect the performance of the BCM during the past four days.

Accessible: Reports can be accessed from any workstation via Web browser by simply connecting to the BCM.

Secure: Access to the Activity Reporter, like the BCM, is restricted to verified BCM accounts.

Flexible: Reports can be previewed within a browser, printed or emailed.

Complete: Activity Reporter offers reports on Call Accounting / CDR, Custom Call Routing (CCR), Hunt Groups and Voice Mail.


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The full Activity Reporter solution is a software-based, Keycode-enabled reporting system that runs on a customers PC. Like Activity Reporter Basic, its a secure, browser-based reporting solution. It differs from Basic in that it offers reports with more granular details. Its an ideal solution for customers with comprehensive reporting requirements. As a full-fledged communications management system, Activity Reporter processes and stores call-related data into an embedded SQL database.

Both Activity Reporter Basic and Activity Reporter meet a range of customer needs. For example, managers can monitor misuse and abuse from users making lengthy personal or international calls, track employee performance indicators such as time on customer calls and measure performance of customer service departments. Administrators and planners can study overall uses of the phone systems resources, identify inactive system elements (such as extensions, lines, mailboxes, CCR nodes or hunt groups) and create automated alerts to flag system performance issues such as excessively long calls or other abuses.

This feature is global in nature, supporting a number of languages including Dutch, English, French (Canadian), French (European), German, Italian, Portuguese (Brazil), Spanish (Latin American) and Spanish (European).

Intelligent Contact Center Enhancements

ICC application programming interfaces (APIs) enable BCM50 to fully integrate with third-party solutions, such as CRM applications.

Silent Record a Call silently records calls for security, transaction confirmation, record keeping, or for review with other employee's or supervisors.

Not Ready Timeout and Audible Reminder help eliminate the problem of agents being unaware or forgetting that they have been placed in the Not Ready mode preventing them from missing calls.

Agent Break Time or Wrap enables individual agents to have different break times based on their experience or other needs, increasing their effectiveness and job satisfaction.

Reporting Enhancements have come about as a result of direct feedback from customers, resulting in reports that are more complete, intuitive and faster to generate.

Operability Enhancements

Post On Self Test (POST) Logging reduces the time to diagnose issues, isolate problems and resolve them by logging the results of POST during power up boot loading.

IP Music Enhancements improve usability and customer satisfaction, reduce installation and provisioning time and improve administration by normalizing on-hold volume, uploading multiple files in a compressed format and preserving files during upgrades.

Business Element Manager Change Tracking Logs improve issue diagnostic and resolution times by tracking all changes to the system.


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System ID Field Copy reduces cost of ownership (from decreased installation time), trouble cases and installation errors.

Integration Enhancements/ Network Management Enhancements NCM 4.0

Network Configuration Manager (NCM) 4.0 extends the rich feature set of the NCM product to BCM50 3.0. New and existing NCM customers can manage any combination of BCMs at supported release levels. NCM 4.0 also extends support to the Windows Vista (Business, Enterprise or Ultimate) platform to ensure compatibility with a customers computing environment. Additionally, it simplifies the management of credentials and authentication through the support of RADIUS servers.

The Converged SMB Solution

By combining the BCM50 with other SMB-centric products, Nortel has created the Converged Solution for SMBs a complete communications package that meets the needs of this market segment at a price thats within their budgets.

BCM50

The Nortel Converged Solution for SMBs starts with BCM50, the award winning business in a box for SMBs, that offers a suite of productivity-enhancing applications such as Intelligent Call Center, Unified Messaging, Auto-Attendant, Computer Telephony Integration (CTI) and much more. The latest release, BCM50 3.0, continues this trend with SIP trunking capabilities, Meet Me conferencing, Contact Center improvements, usability enhancements and improved reporting capabilities.


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IP Phone 1200 Series

From there, Nortel adds the new IP Phone 1200 Series a portfolio of IP telephones designed and optimized for SMBs. These sets come programmed with BCM feature defaults based on how SMBs will most likely use them, simplifying usability for the end customer. IP Phone 1200 Series handsets are also DA Pro compatible, which allows them to be customized. The phones offer big business features such as an integrated Ethernet switch, headset port and speaker phone all of which are available on all models along with enhanced two-way audio quality for clear conversations.

SMB Data Portfolio

Rounding out the Converged Solution for SMBs is the Nortel SMB data portfolio, which includes the Business Access Point (BAP) 120, the Business Secure Router (BSR) 222 and 252 and the Business Ethernet Switch family, which includes the BES50/100/200/1000. These standards-based data offerings compliment the new IP Phone 1200 series with Quality of Service (QoS) and Power over Ethernet capabilities (PoE). As stand-alone products, this portfolio has been designed from the ground up SMBs in mind, factoring in SMB growth considerations, form factor, security and pricing.

By incorporating the Business Element Manager (BEM) as a common management platform for the BCM and SMB data portfolio, SMBs gain an intuitive, browser-based application can manage a converged solution tailor made for their needs.

Customer Benefits

As businesses look to balance their business goals and objectives with the evolution of telecommunications and computing, they are finding that convergence products must meet the following key requirements:

Improve productivity and streamline costs

Drive revenue by improving customer service and expanding market reach

Ensure business continuity and security

Improve Productivity and Streamline Costs

The following BCM features enable customers to see significant productivity gains while improving their bottom line.

Network Management

Analysts estimate that a converged network can offer up to a 50% reduction in the staff required to manage and administer the network. As a converged solution, BCM enables customers to improve technical support efficiencies through simplified networks and centralized/remote management. BCM50/200/400, in addition to the Nortel SMB Data portfolio of switches (BES family), routers (BSR family) and WLAN Access


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Points (BAP120), can be locally or remotely configured and managed using the Business Element Manager.

All management tasks, except those requiring hands-on hardware maintenance, can be done remotely including:

Configuration changes

Adding features

Backup management

Alarm monitoring alarms

Software updates and upgrades

For multisite networks, Network Configuration Manager (NCM) can add further automation through scheduling of common tasks, as well as enable inventory and configuration tracking at the network level. Management of BCM50/200/400 systems can be performed from one NCM console, allowing established operational processes to be easily extended to a complete BCM network. NCM version 4.0 has been enhanced to include support for RADIUS as well as Microsoft VISTA OS.

Moves, Adds and Changes (MACs)

In a traditional PBX environment, MACs are time-consuming, difficult tasks that often require a service technician visit and a cost of between $125 and $200. With BCMs IP telephony capability, all moves, adds and changes can be administered with the same tools used to control the network. This saves immeasurable time in man-hours and dramatically cuts service costs, which is important to SMBs that are adding employees or setting up new sites. The new, cost-effective IP Phone 1200 Series designed specifically for SMBs introduces the potential for additional SMB savings.

Instant Office Capabilities

As businesses move towards more cost effective open office concepts, employee productivity can suffer because of noise and the lack of meeting space. By establishing quiet rooms with IP connections, employees can take their phones with them and remain accessible while having the opportunity to use quiet areas for meetings, interviews or particular project requirements. This requires no system administrator time whatsoever.

Unified Messaging

Up to 75% of business calls are not completed on the first try, which is why efficient voice messaging is essential to a companys success. To maximize efficiency, BCM Unified Messaging enables employees to manage their voice mail, email and incoming faxes directly from any multimedia Windows PC. Users can listen to voice mail, save or forward messages, view faxes on screen and forward them as email, or even use caller ID to go straight to the message theyve been waiting for.


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Note:

Centralized Voice Mail and Management

The networking capabilities of IP telephony make centralized applications for messaging and management more cost effective than ever. Enterprise customers receive the benefits of standard greetings, global administration and a common interface across their networks. SMBs are known for their ability to be flexible. With solutions like BCM, that reputation is well founded. BCM provides the ultimate in flexibility by acting as a voice application server for up to 10 other BCMs. By sharing Voice Mail and Auto Attendant, SMBs can appear as professional as a Fortune 500 corporation.

Remote Access/Telecommuting

Telecommuting has become a popular way to decrease real-estate costs, increase employee retention and distribute call center agents. With IP telephony solutions, telecommuters can be equipped with an IP Softphone and a Nortel VPN client running on their PC in any location and be connected with the main site BCM50, 200 or 400 along with all its features and applications. Similarly, home based users with a BSR222/252 can securely connect to their BCM, enabling the use of an IP telephone for telecommuting.

Wiring

A single-wire IP telephony deployment reduces the costs of changing wiring runs for new office configurations, and provides long term benefits for reduced hardware and maintenance.

Consistent Desktop

Customers seek simplification as a way to reduce operating costs, which further strengthens their business for long-term success. All releases of BCM support both Norstar and Business Series Terminals, allowing for customer investment protection.

The IP Phone 2000 Series (2001, 2002, 2007 and 2004) and IP Phone 1100 Series (1120E, 1140E) are supported across the BCM50/200/400 family, providing a consistent IP phone solution across large and small customer sites.

Note: The IP Phone 1110 and the new SMB-optimized IP Phone 1200 Series (IP 1210, 1220 and 1230) are new to BCM50 Release 3.0 and are not yet supported on the BCM200/400.

Fax over IP

Today, transmitting fax over standard telephone lines represents a high percentage of an organizations communications expense. T.38 real-time fax over IP works just like a regular fax call the fax machines at either end send data over a local telephone connection, with the IP connection residing in between them. BCM50 Release 3.0 enhances this capability further by supporting Fax over G.711 SIP-based trunks.


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Advanced Paging Productivity Pack

The Advanced Paging Productivity Pack (APPP) for BCM is a software-based application that improves productivity, message consistency and customer satisfaction. Designed primarily for large retail environments, its also applicable across many other industries. APPP features:

One Button Paging: Pre-recorded announcements are stored on the BCM, and announcement keys are programmed on IP or digital sets. A store employee simply presses the appropriately labeled key and the announcement is played in the designated paging zone. The activity is tracked within BCM reporting.

One Button Text Messaging: Pre-established messages are programmed on the IP or digital set feature keys, which send a message to another IP or digital set when pressed. The receiving set uses corresponding feature keys to respond to the request (Yes, No or No Response). The activity is tracked within BCM reporting.

Customer Assistance Paging: When a customer presses a call button on a call box such as an Algo Call Box, Symbol Kiosk, IP or digital set the action triggers an announcement to the appropriate paging zone (for example, Customer assistance required in sporting goods). An employee hears the page and responds to the customer, then resets the call box. The activity is tracked within BCM reporting.

Scheduled Announcements: In-store announcements can be automatically played to the designated paging zones based on pre-determined schedule. This feature can also be centrally recorded, maintained and distributed across multiple sites using NCM.

Centralized Management / Remote Administration / Management & Reporting: Using NCM, all features of the BCM50 can be centrally and remotely administered across multiple sites. Customers can pre-program scheduled announcements to run at specific times across multiple retail sites. Announcements can be organized and applied by groups according to customer preference, including geographic location, store profile and more. The activity is tracked within BCM reporting. And of course, users can also use Business Element Manager to manage Nortel components within a site.

Drive Revenue by Improving Customer Service and Expanding Market Reach

Through Voice over IP (VoIP), BCM can supply the vital link between an organizations ecommerce solution and customer service objectives by providing a seamless link to products and services, whether contact occurs by phone, fax, email or the Web. Heres how.

Contact Centers

BCM brings the sophisticated Nortel call center capabilities to the small site. Our in-depth knowledge allows customers to enjoy productivity improvements of up to 5%, based on our understanding of contact center management, reporting capabilities and efficient agent displays. The advanced call center capabilities we offer can be leveraged in a converged VoIP network to help improve agent productivity and


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increase customer loyalty. By using BCM, businesses can extend call center functionality to home-based workers, and expand operating hours and recruit more qualified personnel, which leads to increased customer satisfaction. As well, skill-based routing ensures that callers are connected to the most skilled agent on the first try, making it easier for customers to conduct business. Since callers receive more prompt, effective service, abandoned calls are converted into additional sales and satisfied customers.

Built-in Auto Attendant

Many small and medium-sized businesses cannot afford a full-time receptionist at every site. The auto attendant solves that problem with customer-controlled routing that gets callers where they need to be fast.

Computer Telephony Integration (CTI)

Implementation of CTI helps agents deliver faster, more personalized customer service. Relevant information via screen pops and automated retrieval of database records allows a new call to be routed to a specific agent who handled that customer previously. With VoIP, these transactions can be handled over a single network infrastructure.

Ensure Business Continuity and Security

BCM is a robust converged solution that protects a companys vital information assets and delivers peace of mind thanks to the following features.

Virtual Private Network (VPN) Support

IPSec-based VPNs provide a secure method for exchanging data between sites across public Internet infrastructure, ensuring network confidentiality and integrity. Ideal for providing the security and flexibility required by small/medium sized businesses and enterprise branch offices, BCM offers substantial cost savings over purchasing separate voice and data networking equipment. From a remote management perspective, the BCM relies on Secure Sockets Layer (SSL) to secure sensitive data and hide passwords that would normally be sent in the clear.

Integrated UPS Management

BCM includes APCs Smart-Universal Power Supply PowerChute Plus management software as its backup. Now, networks with BCM and the Smart-Universal Power Supply will have a single interface for unified management of both BCM and UPS.

Reliability

BCMs integrated router can provide data services such as Network Address Translation (NAT), stateful packet filtering and IPSec-based VPN to help ensure data network integrity and reliability. On the voice side, quality of service (QoS) monitoring with PSTN fallback and support for Diffserv further ensure the reliability and quality of call processing.


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Future Proof

BCM has been certified for commercial deployment, ensuring a seamless fit as a high-powered enterprise branch solution. A BCM50 today provides a seamless fit as a high-powered enterprise branch solution with CS1000, Meridian 1 IPT 4.0/4.5, Norstar IP and Nortels Enterprise H.323 solutions. With BCM50 Release 3.0, this seamlessness is extended even further with major advancements in SIP trunking to support secure integration and interoperability with Nortel and non-Nortel gateways, along with features and applications like Auto Attendant, Voice Mail and IVR in either direction.

IP Phone 1200 Series Advantages

Some of the key incremental values of the new IP Phone 1200 Series include:

An IP desktop portfolio optimized for SMB needs

Improved employee productivity from simple access to call information and features

Improved collaboration from high quality, enhanced two-way speakerphone

Cost savings from simplified moves, adds and changes

Future ready for IP applications

Improved quality of experience

Preprogrammed with commonly used BCM features

Customizable to support sophisticated/advanced users with DA Pro

Compared to digital alternatives, the IP Phone 1200 Series offers significant incremental value:

IP Phone 1200 Series Capabilities Incremental Value (vs. Digital)

Ergonomic and advanced design Efficient data access, adds a professional look to a business environment

Flexible deployments and investment protection

Allows customers to leverage a converged IP network with the ability to accept future firmware updates for new Call Server functionality

High-quality speakerphone Enhanced clarity of communications with high-quality handsfree performance for multi-tasking workers

Improved features Integrated headset port, IP-application ready platform

Enhanced audio quality

Communications clarity and efficiency

Enhanced professional image

Integrated Power over Ethernet (PoE) port

Greenfield cost savings through consolidated wiring for telephony and PC connectivity

Reduced costs of moves, adds and changes

High density expansion module options Expanded Lines/Features help facilitate migration from key


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(1220/1230) system customers to IP telephony paradigm and customer choice available in 12 key LCD and 18 key LED models

Self labeling module Provides data access and reduces installation and maintenance costs

Expanded display Efficient access to call data and features employee productivity

Integrated Multi-layered Security Features

BCM comes with features that address every aspect of potential compromised security across the platform, access management, the interface and telephony.

Mobility

BCM supports three mobility solutions. Their technology differences and customer profiles are described in the tables below.

Technology Comparison

WLAN 2330 Business Access Point 120

Digital Mobility Solution

T7406E* Cordless Telephone

Call Servers BCM50/200/400

CS1000

CS2100

MCS5100

SRG

BCM50/200/400

SRG

BCM50/200/400

Norstar

BCM50/200/400

Norstar

Protocol 802.11b 802.11a/b/g 2.4Ghz 900Mhz

Infrastructure Ethernet (IP) Ethernet (IP) Standard Digital Standard Digital

Security 128-bit WEP 128-bit WEP Secure Digital

Encryption

Secure Digital

Encryption

Telephony WLAN 221x

Handsets

WLAN 2210/2211

firmware

WLAN 2212

firmware + integrated

VPN client

IP Softphone

2050

Full TDM integration,

BST user experience

Full TDM

integration, BST

user experience


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T7406E* Cordless Telephone

Scalability < 500 10 100 < 64 < 6

Note: The T7406E is limited to North America, China and Argentina. To see which handsets enable workplace mobility in EMEA and APAC, see How BCM Works above.

Customer Comparison



T7406E Cordless

Target

Market

Enterprise branch

(Multi-cell)

SMB

(Multi-cell)

SMB

Enterprise Branch

(Multi-cell)

SMB

Enterprise

Branch

(Single-cell)

Network

strategy

Converged

voice and data

Converged

voice and data

Separate voice and

data

Separate voice

and data

Business

requirements

Workplace

mobility (multi-

cell with roaming)

Workplace

mobility (multi-

cell with roaming)

Workplace mobility

(multi-cell with

roaming)

Workspace

mobility (single

cell with no

roaming)

Location type Campus and/or

multi-level

building

Campus and/or

multi-level

building

Campus and/or

multi-level building

Single site with

no more than 2

levels

Environment

type

From office to

industrial

From office to

industrial

From office to

industrial

Office only

Technology

adoption

cycle

Early adopter Early adopter to

majority

Majority Majority

IT staff

knowledge

Voice and data Voice and data Voice or data Voice or data


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Wireless LAN 2300 Series

For organizations that have deployed IP networks, or intend to evolve to IP, the Wireless LAN (WLAN) 2300 portfolio enables mobile voice and data capabilities while building on existing LAN infrastructure. WLAN 2330 is an 802.11 Wireless VoIP solution. Ideal for campus environments, this portfolio of VoIP wireless solutions provides secure mobile networking, strong encryption to protect the network, and intuitive management for control of the wireless environment. For data access to the LAN, laptop PCs, and PDAs can be wirelessly enabled with a Nortel Mobile Adaptor 2201 card. For voice, Nortel WLAN handsets are simple to use, require minimal training, and are durable enough to withstand the rigors of workplace use. They support traffic over a common wireless network, providing wireless IP telephony communications, as well as two-way messaging and push-to-talk (push-to-talk only available on the WLAN 2211 handset). On the WLAN 2210 and 2211 handsets, firmware additions support QoS over WiFi multimedia, as well as standards-based security to enable protected WiFi access. Additionally, the WLAN 2212 handset offers the same firmware-enhanced benefits, plus an integrated VPN client. Using the Nortel WLAN Access Point 2330, the handsets allow roaming from one access point to another, and from one radio mode to another, even in a mixed vendor environment.

Business Access Point (BAP) 120

Delivers simple wireless data and voice connectivity for SMB from:

High-speed wireless access of up to 54 Mbps

Broad coverage of 335 meters via high gain antennas

Support for a wide range of wireless devices with 802.11a/b/g-compliance

High capacity with 128 idle associated clients or 64 active clients

High security that features the latest and toughest standards-based protocols

Plug-and-play simplicity with its PoE compliance

QoS with priority-based packet differentiation

Easy installation with an intuitive, user-friendly Web-based GUI

Interworking with Business Element Manager for easy operation, administration and maintenance

High interoperability with Wi-Fi certification


The Digital Mobility Solution is a high quality, voice only, integrated in-building cellular solution that scales across BCM50/200/400. It is ideal for office, industrial and campus environments. Using a series of base stations and repeaters to extend mobility across a workplace, the Digital Mobility Solution enables handoffs between access points, allowing people to stay connected on a call while moving across the office


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Note:

or campus. These rugged handsets deliver high-quality audio performance, long battery life, and durability in the most demanding environments. The 7440 handset features IP54 classification, which means its dust and water resistant an important consideration in harsher work environments. Digital Mobility Solution empowers employees with a business tool that enables them to never miss a single, important call.

T7406E Cordless Telephone

The T7406E Cordless Telephone is a desk-centric mobility solution that is designed for use in a small to medium-sized enterprise site, branch office, or franchise site. It enables office space mobility limited to the area in which the access point is locatedthe ability to hand off between access points does not exist. This digital solution includes four handsets per one access point, which can share the same phone number as a users desk set. For more handset support, up to eight handsets can be supported with the DMC080081 controller, or 32 handsets using the DMC320/321.

The T7406E Cordless Telephone enables businesses to deliver better customer service while making employees more productive with workspace mobility. It is ideal for workers who need mobility in an area that they stay within, for example, a worker in a small to mid-sized warehouse.

The T7406E is limited to North America, Mexico, and the Caribbean countries (except for Jamaica and Trinidad). To see which handsets enable workplace mobility in EMEA and APAC, see How BCM Works above.

Data for SMBs

For converged voice and data networking with up to 20 users, BCM50s integrated router provides a rich set of data services, including local- and wide-area networking, Internet access and IP telephony. These data services and more can be securely delivered without adding external routers. This is an attractive option for small businesses that want to become Internet-capable, as well as remote sites that couldnt previously be included in the corporate wide area network (WAN) because the cost was too high. BCM50 extends its data capabilities with the addition of other Nortel data products.

Business Access Point (BAP) 120

Delivers simple wireless data and voice connectivity for SMB from:

High-speed wireless access of up to 54 Mbps

Broad coverage of 335 meters via high-gain antennas

Support for a wide range of wireless devices with 802.11a/b/g-compliance

High capacity with 128 idle associated clients or 64 actively clients

High security that features the latest and toughest standards-based protocols

Plug-and-play simplicity with its PoE compliance


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Easy installation with an intuitive, user-friendly Web-based GUI


High interoperability with Wi-Fi certification

Business Ethernet Switch (BES) 50/100/200/1000

Offers simple, cost-effective desktop connectivity from:

12, 24 and 48 ports of high speed Fast Ethernet or Gigabit Ethernet connections

High security with standard-based security protocols

QoS from priority-based packet differentiation

Easy installation through an intuitive, user-friendly web GUI

Integration with Business Element Manager for easy operation, administration and maintenance

Plug-and-play convenience with PoE-compliant devices such as BAP120

Business Secure Router (BSR) 222/252

Offers integrated IP routing, VPN, firewall, encryption and authentication to fulfill SMB security and connectivity needs from:

A reliable, high-speed Internet connection through a Fast Ethernet interface (BSR222) or built-in ADSL2+ modem (BSR252)

4 ports of high speed Fast Ethernet LAN connection

Standard-based VPN, firewall, authentication and encryption for high security


Easy installation thanks to an intuitive, user-friendly Web-based GUI


A small form factor

Business Element Manager (BEM)

Offers an intuitive management tool that integrates with the BCM50/200/400, BES50/100/200/1000, BAP120, BSR222 and BSR252. It features:

Quick start tools for fast set up and user-friendly network management options


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A solution-oriented management console and Web user interface

A consistent, intuitive interface across the SMB portfolio that streamlines repetitive tasks

Business Services Gateway (BSG)

Combines a router, switch, wireless access point and SIP gateway into one small, simple box product that delivers:

Secure broadband access

Powerful LAN switching with inline PoE

Secure, high peed wireless access

Built-in reliability, survivability

SIP gateway, proxy and failure protection

Advanced security with VPN, firewall, intrusion prevention

Intelligent QoS thats convergence and growth-ready

Easy installation thanks to an intuitive, user-friendly web GUI

Key Applications

BCM applications are loaded onto the system when it is shipped. They integrate with the system and are easy to add as business needs evolve. Some of the applications are activated immediately upon installation, while others must be enabled using a software Keycode.

Application Description Keycode Enabled

Try-and-Buy

Contact Centers

Intelligent Contact Center

Intelligent Contact Center replaces Basic and Professional Call Center by allowing enabling a small number of agents (less than 10) but a larger number of skill sets (greater than 2). This base contact center package provides core functionality including skills based routing, recorded announcements, intelligent overflow, expected wait announcements, supervisor and agent features. Licenses for 2 agents and 1 skillset are also included. Additional agents, skillsets, reporting and Multimedia Contact Center can be added with Keycodes to design the contact center application that specifically meets the customers requirements.

NA


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Application Description Keycode Enabled

Try-and-Buy

Reporting for Contact Center

Option that can be added to Intelligent Contact Center. Skill set-based reports enable call center managers to track call volumes, patterns, peak times, and more, allowing them to monitor efficiency and make decisions on staffing and skills deployment. Managers can export and modify reports with Crystal Reports if they choose.

NA

Multimedia Contact Center

Option that can be added to Intelligent Contact Center. Enables real-time voice and Web chat communication so agents can answer customer questions online and further strengthen customer relationships.

NA

Customer Service

Interactive Voice Response (IVR)

Allows businesses to be accessible to their customers 24 hours a day, 365 days a year. Customers can access a broad range of information simply by responding to a series of prompts via their touchtone phones.

Note: BCM200 and BCM400 provide onsite IVR. BCM50 Auto Attendant and Custom Call Routing can route calls to a Centralized IVR when hosted on a BCM200/400 or other system.

+ application

NA

LAN CTE Allows customers to use the system as a TAPI Server. This means that any TAPI-compliant application running on a client PC can control telephones on the BCM system via TAPI.

Advanced Paging Productivity Pack

A software-based application, targeted at large retail environments, which includes one-button paging, one-button text messaging, customer assistance paging, scheduled announcements and centralized management.

+ application

Management

Network Configuration Manager

A multisite management application that provides centralized configuration and system management capabilities for a multisite BCM network. Customers can significantly reduce network management costs by reducing the time it takes to make bulk programming changes, do backup and restore, distribute patches, etc.

Business Element Manager

A client-based application used to manage the BCM and SMB Data portfolio at a single site, providing a series of windows and menus that allow the user to navigate through the different areas of the application and program the system.

Standard no Keycode required


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Application Description Keycode Enabled Try-and-Buy

Messaging

Voice Messaging

Provides a full set of features, including an Automated Attendant, mailboxes to store voice messages and Custom Call Routing to provide callers with a series of voice prompts and call transfer options.

Unified Messaging

Saves employees the time spent retrieving email, voice mail and faxes from different locations as all messages are integrated into a single graphical interface for easy management.

Fax Messaging Allows the user to receive, send and forward faxes in the same fashion as voice messages. Fax Overflow prevents customers from missing faxes by sending overflow faxes to a Fax Overflow mailbox, which stores the faxes until the fax machine is able to print them. Fax on Demand allows a user to retrieve documents stored in special mailboxes. Fax Suite provides Fax Messaging, Fax Overflow and Fax on Demand as a bundle. Fax Suite is available as Try-and-Buy.

Custom Call Routing (CCR)

Ensures that callers reach the right department or person with minimal input.

Standard no Keycode required

Mobility

Digital Mobility

Enables businesses that have an immediate or future need for a high quality, full roaming multi-cell digital mobility solution that scales from 1 to 64 users and covers an area up to 1.5 million square feet.

NA NA

WLAN Mobility (Requires IP telephony seat licenses)

Provides IP-based wireless functionality that allows employees remain in communication with customers and coworkers regardless of their location within the office. Users can make and receive calls, access business the Internet and Intranet-based data.

(IP Client licenses) NA

Workspace Mobility via T7406E Cordless Telephone

The T7406E enables mobility in the area where the access point is located, delivering coverage of over 282,000 square feet. The T7406E is ideal for use in a small to medium-sized enterprise site, branch office, or franchise site.

NA NA


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Application Description Keycode Enabled Try-and-Buy

Note: T7406E handsets operate in North America, Mexico, and the Caribbean (except for Jamaica & Trinidad). See How BCM Works above for more information.

Security

Layered Security

Includes:

A hardened, robust platform

Full audit trail of login and configuration change activity

Full alarm and log management capabilities

Security diagnostics and self-test

Vulnerability resolution infrastructure

NA

NA

Access Management Security

Includes:

Stringent password and session management

Account policy and management with account expiry

Privilege assignment and management with logon messages

Certificate management

Centralized authentication and authorization using RADIUS client

NA NA

Interface Security

Includes:

Modem control management and PPP security

Remote network access and telephone administrative interface

IPSec VPNs, VPN client support

Firewall management

Network Address Translation (NAT) management

SNMP access security (SNMPv3)

Encrypted communications: SSL/SSH, HTTPs for management traffic

Telephone Security

Includes:

Toll fraud protection

Information security

Handset security


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Value Propositions

BCM feature and capability enhancements have been developed as a direct result of marketplace demands and requests from customers and partners. The following table summarizes the BCM values.

Requirement BCM Delivers

Rapidly shifting demand towards VoIP Solutions

PVQM allows users to monitor and troubleshoot voice quality issues on the LAN.

IP Phone portfolio expansion including the IP Conference Phone (2033), and the IP Key Expansion Module

Voice-enabled Wide Area Networking capabilities that permit enhanced voice quality over low speed Frame Relay and PPP data links

Customers remain focused on potential security issues

Password enhancements

Account enhancements

Increased interface security

Audit Logging

Rapid industry convergence on Session Initiated Protocol (SIP) for interoperability and innovation

Access to SIP-based IP telephony providers using the standard SIP trunk functionality of BCM50

SIP trunk interoperability with CS1000 and MCS5100

Support for MCDN features on SIP trunking

T.38 or G.711 (BCM50 only) fax support over SIP trunks

Expanding market demand for converged applications

Ad-hoc conferencing enhancements, allowing up to 40 (BCM 4.0) or 18 (BCM50) simultaneous conference participants in multiple conferences

Intelligent Contact Center evolution permits the development of customer specific solutions based on the agents, skill sets and reporting capabilities required

Support of Unified Messaging in Citrix environments

Call Pilot enhancement including expanded greeting tables, CCR trees, password and DN enhancements and feature restrictions and security capacities for individual mailboxes

Improved system serviceability and administration Business Element Manager provides a single programming and administration interface to all BCM platforms, significantly reducing the time required to install, administer and maintain BCM systems in the field


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Value Proposition by Customer Type

Based on recent market research, this table provides a snapshot of positioning BCM capabilities to each major customer type.

Customer type Key technology need How to position Key sales message

Standalone Easy to use voice services

Consistent desktop

BCM has evolved to support the latest voice capabilities that can be leveraged by digital and/or IP phones including the new IP Phone 1200 Series for SMBs with BCM50)

SMB multi-site Centralized applications Streamline costs BCM can act as the host in a multisite BCM/Norstar network providing powerful voice messaging and auto attendant capabilities to all users

Franchises Data networking Security BCM provides support for IPSec based VPNs, enabling simple yet secure data networking and ecommerce

Highly replicated large enterprise

Centralized management Streamline costs BCMs NCM dramatically reduces the cost and effort of managing a large network of BCMs, supporting bulk programming changes, patch and keycode distribution, inventory management and configuration templates

Highly integrated large enterprise

Inter-site traffic Reliability BCM utilizes codec renegotiation to ensure compatibility between IP terminals and Gateways for guaranteed reliability between locations with BCMs, Meridian 1 IP-enabled and CS1000


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SALES OPPORTUNITIES

Market Overview

In recent years, a challenging economic environment and increasingly global competition have forced organizations to focus on both their cost structure and on customer service capabilities that will enhance profitability. We see the migration to converged communications platforms as a cornerstone in this trend, as organizations adopt new customer service applications while they seek to reduce costs and increase efficiencies in their networks. Having a streamlined voice and data network infrastructure that can adapt to new technologies, services and applications as they emerge has become critical to achieving market leadership.

As a result of these factors, converged telephony solutions have become the standard for most businesses considering the purchase of new solutions. While some customers will continue to deploy traditional digital desktop stations, nearly all future purchasers will seek solutions with migration and investment protection capabilities that will allow them to adopt more sophisticated converged applications as their business requirements change.

Today organizations require a network infrastructure that allows them to react quickly to changes in the market. Network security challenges have also increased the greater the reach and availability of the network, the greater its vulnerability to external threats. The BCM portfolio addresses these business drivers with robust and reliable convergence capabilities that allow businesses to migrate to a network infrastructure tailored to meet their needs.


Enterprise vs. SMB Market Size and Convergence

As small and medium businesses feel the pressure to compete at the level of their larger competitors, theyre embracing IP telephony more readily. Converged communications is no longer perceived as a tool of large enterprises. With a hearty growth rate of nearly 24% compound annual growth rate, the SMB segments dedication to convergence vastly exceeds the market as a whole.

The Global SMB Market: Market Trends Region SMB market trends

NA

The importance of security to North American SMBs continues to grow with highly public exposures of sensitive customer information

North American SMBs are 2.5 to 3 times as interested in both managed IP telephony and managed site-to-site VoIP services than are enterprises

They are particularly interested in architectural solutions that provide an evolutionary path to VoIP to help them extend their capital investments

This is further supported by a preference among North American SMBs for using IP telephony (IPT) solutions from their current PBX vendors.

Adoption of IP-based applications within North America tends to lag relative to other regions, but is anticipated to grow more quickly due to continually increased market awareness and education.

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Region SMB market trends

EMEA

The UK remains an early majority adopter, with more early adopters of complete convergence in Northern Europe

Traction is accelerating with SMB data products across EMEA markets

Major SMB growth in 2007 within Eastern Europe, Spain, France, Italy and Germany

APAC (& GC)

Strong trend towards convergence and evolution towards IP telephony in Australia

APAC convergence has started slowly but is now gaining traction

New growth markets are quickly accelerating (China, India, others)

CALA

Very distributed market needs across various regions within CALA

Evolution towards convergence is similar to North American pace 2 3 years ago

Strong trend towards open standards and protocols

Strong growth in SMB data is anticipated in 2007

Market Opportunity SMB IP Telephony Adoption

The adoption of convergence-based solutions within the SMB market is most significant in the 21 40 user market, which closely overlaps with the scalability of the BCM50 (up to approximately 32+ users). This translates into a major opportunity to evolve the Norstar installed base, including Norstar 3X8, CICS and smaller MICS installations while at the same time leveraging other components of the SMB portfolio, including applications, mobility and data towards a total Nortel solution that delivers greater revenue per customer.

Number of SMBs that have started implementing IP Telephony (%)

Key IP Telephony Drivers

As depicted below, this adoption within the SMB market is driven by four key values: future proofing, cost savings, employee mobility and productivity.

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IP Desktop Penetration

This opportunity is even further accelerated with the market evolution towards converged solutions that include IP-based desktops. As depicted in the table below, 2007 is an inflection point in a market where true convergence is reaching a critical mass. This presents a tremendous opportunity for positioning BCM50 with the new SMB-optimized IP Phone 1200 Series.

Nortel Market Statement

For customers, the benefits of IP telephony include lower costs through network simplification, higher employee productivity, better customer service, more revenue, and greater profitability. Nortel is an established worldwide market leader in IP telephony, Wireless, PBX, Contact Center and Self Service Solutions, Optical, Multiservice WAN, ATM WAN, Frame Relay WAN, and Security. Nortel has the proven experience, portfolio depth, and leadership to deliver real world, mission-critical customer solutions. We have applied our experience and expertise in the enterprise arena to BCM. BCM, with its proven IP telephony technology, can boost business performance and accelerate business success today. BCM merges voice and data services in a unified system that meets business demands at the infrastructure,

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management and application level delivering business-critical availability, application-optimized performance and lower lifecycle costs, including operations, and bandwidth costs.

Target Customers/Market Segments

Nortel has identified the following three primary customer profiles as key target markets:

Small, standalone or multi-site customers (from 3 to 20 people) for voice and voice and applications

Medium-sized, standalone or multisite businesses (20 to 200 users per site) for voice, voice and applications and converged solutions

Large enterprises with independent and/or integrated branch locations for converged solutions.

Target Customer Types Drill-down Small Standalone Medium Standalone or

Multisite Large Enterprise (branch offices)

Description Single-site customer

3 20 employees

1 location

Leveraging local brand/company name presence

20 200 employees

< 10 locations

Highly replicated/integrated branches

50 100 employees

> 10 locations

Example Law office Retail outlets Financial institutions

Business challenges

Maximizing productivity of lawyers and staff

Managing and disseminating information

Reducing expenses while maintaining service

Improving employee collaboration

Improving staff accessibility while out of the office

Simplifying IT management

Ensuring communications security

Anticipating client needs

Documenting time spent on cases accurately

Maximizing external communication and collaboration

Reducing expenses while maintaining customer service


Managing inventory efficiently and effectively

Real-time inventory management

Efficiently routing incoming customer and supplier calls

Reducing inventory shrinkage

Handling common customer queries

Sharing inventory across multiple locations

Enabling staff to connect to each other and store data

Centralizing applications and functions

Efficiently managing incoming customer calls


Increasing employee productivity while away from their desks

Reducing expenses while maintaining customer service

Ensuring employees are up to date, accessible and productive while away from the office

Ensuring that confidential data is protected and that communications are secure

Monitoring and enabling access to people within the organization

Leveraging their Web investment


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Small Standalone Medium Standalone or Multisite

Large Enterprise (branch offices)

Buying criteria (Hot Buttons)

Trusted partner

Proven cost savings and efficiency gains

Future-proof technology

Evolution to advanced technology and applications

Reliability and availability

Proven cost savings and efficiency gains

Simplified management

Integration with existing network infrastructure

Network and human resources efficiency

Key solutions

Voice Messaging

Unified Messaging

Automated Attendant and Custom Call Routing

Integrated Internet access and data networking

Secure VPN Tunnel

Simple cordless phones

IP Softphone 2050

Digital Mobility (DMC080)

IP Phone 1200 Series (BCM50)

Contact Center

Unified Messaging

IP trunking

Interactive Voice Response

LAN CTE Seat Licenses (enable CTI applications)

IP Softphone 2050

IP Key Expansion Module (IP KEM)

Digital Mobility (DMC080/DMC320)

IP Phone 1200 Series (BCM50) 2033 IP Conferencing Unit

Automated Attendant and Custom Call Routing

Voice Messaging (centralized or local)

Centralized Contact Center

Voice and data mobility (WLAN)

Unified Messaging

IP Softphone 2050

IP Key Expansion Module (IP KEM)

i2033 IP Conferencing Unit

Digital Mobility (DMC320)

Interactive Voice Response (IVR)

Network Configuration Manager


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Identifying Prospects

BCM is the solution for small and medium-sized businesses, as well as enterprises with multiple sites, franchises, or branch offices (3 200 users) that want the cost advantages of an integrated voice and data solution.

Cost conscious and demanding, many of these businesses want:

The opportunity to reduce network costs by using IP telephony

An integrated solution that provides turnkey access to the Internet while protecting their equipment investment.

Far-sighted and pragmatic, many of these businesses want:

A solution that lets them migrate at their pace to a fully converged IP-based voice and data network

An affordable, industrial-strength call center

A mobile telephony solution that allows employees to be away from their desks, but not inaccessible.

Qualifying Questions

Have you wanted to adopt leading-edge technologies but felt compelled to rebuild your communications infrastructure from the bottom up?

Have your plans to implement a Call Center been stymied by high costs or limited feature sets?

Do you require an IVR/self-service application at the branch-level to support local callers and branch-specific customer data?

Are you concerned about the business opportunities youve lost because you are not communicating with customers in a way that suits them?

Are you seeking a solution that enables seamless communications with your customers and suppliers and is still easy to manage?

Have you considered the potential cost savings by moving to an integrated voice and data network?

Are you concerned about the cost of toll charges between your offices and telecommuting employees? Have you considered implementing IP telephony to reduce those charges?

Is maintaining the security and integrity of your communications network a concern?

Do you require an in-house mobility solution that enables your staff to respond to customer needs regardless of their location within in the office?


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Standalone Site

Are you experiencing slow and inefficient Internet access?

Is business growth driving need to either hire more staff or create more efficient processes?

Are security issues a nagging concern?

Do you need on-the-move employees within your organization to keep in touch with customers and suppliers at all times?

Do you have limited time to research solution alternatives?

Do you like long-term relationships with a service provider?

SMB Multisite

Are your network support costs increasing dramatically?

Do you need to create standardized processes/customer treatment across locations?

Are your inter-site communications costs high?

Is there a lack of standardization of voice services or applications across locations?

Are multi-vendor solutions creating interoperability challenges?

Do you need to share resources and expertise across sites?

Enterprise Branches

Is management of network services costs a critical concern?

Is management of dispersed network equipment a struggle?

Is standardization of customer treatment across sites essential for business success?

Is interoperability of complex and mission critical applications a concern? Is the cost of new branch installations hurting your business model and deployment schedules?

Is there a significant number of repetitive customer phone enquiries regarding hours of operation, locations, pricing, services offered, etc?


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Overcoming Objections

Im not sure that BCM is able to fit my growing business for the long-term.

Lets talk about your business long-term plan. As your needs change, BCM is there with you, with flexible, future-proof solutions.

Customizable for your unique business. BCM allows you to customize your communications system: you decide on the right mix of voice applications and desktop solutions that work for your business. For example, BCMs deployed on a new customer premise can leverage Category 5/5e cabling throughout and to the desktop; reducing the need to run separate voice and data wiring. Additionally, BCM can provide traveling employees with secure remote access to Unified Messaging for email, voice mail, and fax.

Set the pace for growth. BCM lets you decide how fast you want to adopt new technology by enabling a gradual migration over to VoIP from your current phone system as it makes sense for your business. It can be configured to support IP stations and trunks, digital and/or analog stations and trunks, or a combination of all. As requirements for new applications or expansion to existing applications arise, simple software Keycodes enable the functionality you need.

BCM is there when you grow. As your business expands to include new locations, BCM can help integrate your communications, with site-to-site data sharing, four-digit dialing using VoIP, centralized messaging and attendant, serving all offices. BCM offers your business a truly scalable solution.

Why should I consider IP telephony at this time?

IP telephony is a technology whose time has come, and Nortel is at the forefront of offering IP telephony in an affordable platform.

Streamline your communication demands. BCM empowers your business with a fully integrated solutionyou dont need additional external devices like voicemail servers, PBXs and routers to reap the benefits of IP telephony.

Cost-effective voice communications. Multisite businesses can save dramatically with IP telephony. Calling a branch office is as easy as dialing a four-digit extension. IP telephony delivers toll-free telephone service between branch offices so you can send faxes and make calls without incurring long-distance charges.

Technology that goes wherever business takes you. IP telephony can go anywhere you need to go. IP phones will work anywhere on the network, even over a remote IP connection from home or on the road.

Our resources are limited we dont have the time or people to implement new hardware right now.

BCM is designed for growing businesses like yours. It is easy to implement, and easy to maintain, especially for those first-time network administrators.


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Simplified management. Using the Business Element Manager application, you can manage every component, application, or client on the BCM easily. A single, simple intuitive interface minimizes the effort required to manage the BCM solution.

Simplify your network and stop running around. As an all-in-one platform, BCM will help you cut costs and save time running around managing different communication systems. With a simplified network infrastructure, your telephony, voice messaging, and IP routing communications are all managed in one box.

Cant I buy Norstar and get the same features that BCM offers, but for a lower cost?

BCM features many of the benefits of the Norstar and more. The value that BCM offers growing businesses is unparalleled.

Dynamic support capabilities. IP telephony supports powerful new applications that level the playing field with larger competitors, extend network services to remote workers, increase portability, simplify moves, adds and changes, and eliminate toll charges on site-to-site calls. BCMs flexibility allows you to migrate to IP telephony and advanced applications as your business needs evolve, so you are only paying for what you need today, knowing that you have a future-proof solution that you can leverage tomorrow.

A streamlined solution thats value-added. By handling data and telephony traffic through a single infrastructure, BCM saves businesses money by eliminating the need to pull separate cables. Repair costs and updates to old technology that doesnt sync up to your business changing needs is not an issue with BCM.


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TECHNICAL SPECIFICATIONS

BCM Specifications Parameter BCM50 BCM200 BCM400

BCM Base Unit

Intel Celeron 1.2 Ghz, CPU

Motorola 600 Mhz, CPU

256 MB SDRAM

20 GB hard drive

40 GB hard drive

VoIP support

Number of simultaneous IP trunk gateway sessions supported

Number of IP clients supported

Quality of Service Monitor (QMON) with fallback to PSTN on call setup

12 32

60 90

90

60

VPN support

Number of secure IPSec server-to-server tunnels

Number of secure IPSec Client tunnels

Connectivity to another BCM, or to a Nortel Secure Router, or Business Secure Router

bit DES encryptions 128-bit Triple DES, 56-bit DES, 40-

SHA1, MD5 Authentication

5 NA

20

16

20

16

Fax

erflow

Messaging

Fax Answering

Fax Attendant Ov

Fax Messaging

Fax on Demand

T.38 Fax over IP (FoIP)

G.711 Fax over IP (FoIP)

Int ter support

100 lines can be configured

requires Reporting for Contact Center)

50

50

50

elligent Contact Cen

# of skillsets

# of active agents

Wallboard support (

30

80

80

Sy nt

usiness Element Manager

stem managemeB


41

Parameter BCM50 BCM200 BCM400 Remote administration and configuration via IP network

Keycode management and administration

ents and alarms

Startup Profile

Optivity Discovery and Launch

Monitor ev

Automated backup and restore routines

IVR support

IVR runtime engine Keycoded option preinstalled on the hard rive

utomated Attendant and Custom Call Routing can route alls to a Centralized IVR

d

Ac

NA

Da networking

AN interface (Optional T1/V.35, X.21/V.35, or Dual V.35)

tegrated ADSL router

tegrated Ethernet router

ver Analog Modem Management Access over BRI/PRI

*EMEA and APAC only

3 Sta dardtaLAN ports W In In Management access o

n

(4 Additional

on B and

BCM50e)

(BCM50b & BCM50be*)

NA

NA

NA

NA

CM50a

NA

(BCM50a & BCM50ba*)

2

2

Compatibility Parameter B B BC 0CM50 CM200 M4 0

Telephony support

E/KIM

Nortel T7100,T7208, T7316


42

Parameter BCM50 BCM200 BCM400

Doo phone r

th telephone Nor America standard analog

IP t ph

2

Nortel IP Phone 2004

IP Softphone 2050

Audio Conferencing Phone 2033

Nortel IP KEM

e ones le

Nortel IP Phone 1110 Nortel IP Phone 1120E Nortel IP Phone 1140E Nortel IP Phone 1210/20/30 e 2001 Nortel IP

nortel bcm sales guide[1]

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