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Agenda  Today’s business reality  Key challenges  The solution: BCM  BCM 3.0  Improvements and additions  Business benefits  Product description  Historical perspective  Converged applications  BCM 3.0 key enhancements  BCM 3.0 features  It’s a winner!

Today’s business reality  Today, businesses of all sizes are increasingly dependent on a variety of communications: voice, fax, and more.  Branch offices need to meet the needs of local customers – they are at the front line of your organization.  Companies depend on smooth, efficient and reliable voice and data communications within a site.  The pressure is on to keep infrastructure costs down.

Key challenges  Upgrading disparate communications applications and services as your business grows and evolves  Lowering support and management costs  Integrating business processes with head office  Providing the best customer service every time  Containing risk and ensuring network security

The solution: BCM  Offers an all-in-one solution for branch offices and remote locations that supports voice and data  Maximizes cost effectiveness by converging voice and data networks  Simplifies network management and administration  Makes service and upgrades easier because it’s a single vendor platform  Enables applications to be implemented locally at the branch level – for the personal touch that keeps customers coming back

Introducing BCM 3.0  Builds upon the capabilities delivered in previous releases  Increases the value of BCM as a branch office solution, with the introduction of Interactive Voice Response (IVR)  Incorporates “design for serviceability” features to make BCM easier to install, support and service

BCM 3.0 improvements and additions  Improves cost effectiveness  Delivers important business applications  Offers Total Cost of Ownership management benefits

BCM 3.0 improvements and additions  Enhanced management capabilities  Reduce Total Cost of Ownership  Hardware platform improvements  Reduce cost of installation and ownership  Improved centralized management capabilities  Save time and money by supporting mass programming changes

BCM 3.0 improvements and additions  Interactive Voice Response (IVR) capability  Reduces cost of operations  Simplified installation  Saves time and money  Increased security

Business benefits BCM lets you  Save money by  Streamlining costs  Improving employee productivity  Make money by  Expanding your market reach  Increasing customer loyalty  Increasing revenues

Save money  Network management  Realize efficiencies and cost savings through simplified networks and centralized/remote management  Moves, adds, changes (MACs)  With DHCP and IP telephones, MACs are as simple as “plug and play,” saving time and service costs  Instant office capabilities  Users can instantly make and receive calls, as well as utilize every phone feature – as if they had never left their office

Save money  Bandwidth efficiency  Increase utilization of existing network resources and consolidate both voice and IP data traffic over a single WAN link.  Unified Messaging  Streamline information like , voice and fax messages in a single user interface to increase productivity and reduce communications overhead.  Centralized voic management  Standard greetings, global administration, and a common interface across the network reduce costs and enhance employee productivity.

Save money  Internet call button  With the addition of a voice button on your Web site, toll charges on customer calls can be reduced dramatically.

Make money  Voice/Web integration that expands your market reach  Collaboration between your Web site and a live agent enables you to proactively deliver customer service.  Computer telephony integration (CTI) that increases customer loyalty  Relevant information via screen pops and automated retrieval of database records allows calls to be handled more efficiently – and with a personal touch.  Advanced contact centers that increase revenue  Callers receive more prompt and effective service, so abandoned calls are converted into additional sales.

Maximize your return on investment  Business Communications Manager helps you get the most out of your telecommunications investment with:  Voice and data convergence  Simplified management  Scalability

ROI: Voice and data convergence  A single (LAN) infrastructure can carry both data and telephony traffic, saving money by eliminating the need to pull separate cables.  Cost-effective remote connectivity for mobile or home users to further reduce operations costs.  Network deployments and reconfigurations are greatly simplified, saving time and IT costs.

ROI: Scalability  Grow into a fully converged solution at your own pace.  Business Communications Manager architecture is upgradeable – so your technology stays current.  When you’re ready to migrate to new Nortel Networks technology, you can build on Business Communications Manager – your investment is secure.

Product description: Business Communications Manager Overview  Cost-effective converged voice and data solutions  Highly flexible and feature rich  Secure, scalable and highly reliable

Historical perspective BCM Release History  Enterprise Edge 1.0 – September 28, 1999  Enterprise Edge 1.01 – January 30, 2000  BCM 2.0 – June 22, 2000  BCM 2.5 – July 31, 2001  BCM 2.5 FP1 – April 29, 2002  BCM’s constant evolution keeps your business on the cutting edge.

Converged applications  Business Communications Manager offers a complete suite of converged applications.  Preloaded onto the system  Keycode-enabled  Activate them on an as-needed basis  Only pay for what you use

Key converged applications  Multimedia Call Center lets you tap into the power of the Internet to reach new customers.  Voice Messaging supplies at least 200 hours of message storage, and up to 1000 voice mailboxes.  Message Networking allows the exchange of voice messages between users at different sites.

Key converged applications  Unified Messaging allows users to manage voice, fax and messages directly from their multimedia-equipped PC or laptop.  Unified PC-based management  Microsoft Exchange compliant  Also compatible with Netscape Messenger, Lotus Notes, Qualcomm Eudora Pro, Novell Groupwise

Key converged applications  Call Center and Professional Call Center enable dynamic call handling that helps your customer speak to the right person every time.  Custom Call Routing (CCR) ensures that callers reach the right department or person on the first try.  Fax Messaging allows the user to receive, send and forward faxes in the same fashion as voice messages.

Key converged applications  Mobility options (digital TDM or wireless VoIP) let users publish one telephone number and receive all calls on both their desk sets and their portables.  LAN CTE with Personal Call Manager combines the power of your phone with your desktop computer.

Key converged applications  Unified Manager is a browser- enabled software tool used to manage the BCM at a single site.  Standard with every system  Unified Services Management  Administration and Diagnostics

BCM 3.0 content

BCM 3.0 features  Increased analog stations capacity  Increased efficiency of DS-30 resource utilization for analog stations  Doubles the effective number of analog stations on a system  Compatible with current ASM module  Enhanced telephony routing  Ability to route on 12 digits  The ability to route on three routes, rather than just primary and alternate

BCM 3.0 features  Silent Monitor for Hunt Groups  Allows the Hunt Group supervisor to silently monitor agents for performance purposes. Only Hunt Group calls can be monitored and a password is required, setable by System Admin, to use this feature.  i2050 diagnostics tool  Desktop tool to diagnose performance issues with the i2050  New Symbol NetVision handset support  Support for new Symbol VoIP handsets

BCM 3.0 features  Desktop Assistant Pro Admin  System administration tool to program sets on a system-wide basis either locally or remotely  IP Sec Client (16)  Currently supports branch-to-branch or branch-to-HQ with tunneling between BCMs or between a BCM and Contivity server. This client support would provide VPN benefits to stand-alone small sites.  Silent Monitor for Call Center  Available on Basic or Professional Call Center  Silently monitor individual agent desktops  Allows continuous monitoring capability without interruption of call termination/initiation

BCM 3.0 features  New CallPilot 2.0 Unified Messaging Client  Compatibility exercise, no change in clients supported  BCM400 and BCM200 Hardware Platforms  Enhanced hardware platforms to improve serviceability and increase price competitiveness in small site opportunities  Supports all existing MBMs  Slide-out service tray accommodates field upgrades and initial WAN card installation

BCM 3.0 features  BCM 3.0 Upgrade  Upgrades supported from both BCM 2.5 or FP1.  Core upload time reduced to ten minutes (versus 45 minutes today), which will speed up the 3.0 upgrade (planned to take approximately 60 minutes in total) and future patches.

BCM 3.0 features Increased TDM Station Capacity

BCM 3.0 features Network Configuration Manager  Offers a single view of the network with network-wide capability for BCM  Includes a common database for storing and managing BCM system, inventory and configuration information, and a launch-point BCM element and telset programming tools

BCM 3.0 program: IVR strategy  Based on Nortel’s Portal Solutions IVR portfolio  Leverage Portal Solutions Know-How and Expertise  Consistently #1 or #2 market position  Expand BCM Office-in-a-box strategy  Integrates the IVR functionality of VPS/MPS with existing BCM features  Resource Sharing of BCM platform  IVR on BCM is a software-only IVR solution, no dedicated hardware resources required

 Support Infrastructure  Leverage BCM and Portal Solutions pre-and postsales support.  PSO, ITAS, existing collateral, training etc.  IVR Futures  Future considerations: Voice forms, speech recognition, evolution to Voice XML BCM 3.0 program: IVR strategy

IVR on BCM  Market Offer  IVR Run Time Engine  Preinstalled as part of BCM 3.0  Keycoded to enable IVR channels/ports  IVR Application Development  Application Development tools

Automate transactions to offer new services at a lower cost  Business Communications Manager 3.0 (BCM IVR) significantly reduces costs by automating functions often conducted by agents.  Provides greetings, menu options, voice prompts  Plays standard, prerecorded information to callers (hours of operation, directions, etc.)  Collects information from callers such as account numbers, phone numbers, and confirmations  Based on information collected from the caller, BCM IVR retrieves customer specific information from a host database and reads it to the caller

Product description – BCM 3.0

BCM400 program Product Concept  Available in a standard model or a redundant feature option  Supports four media bay modules  Supports160 digital stations  Field-installable WAN card

BCM400 advantage  Reduces cost of installation  Improves reliability  Reduces the number of spares needed for support

BCM200 program Product Concept  Half-size version of new chassis  Supports two media bay modules  Same media bay modules as BCM  Same features and services as BCM  “Fast Start” installation wizards Configuration Options  Analog X Analog: 4x8  Digital X Analog: T1x8, BRIx8  Analog X Digital: 4x16, 8x16, 8x32  Mix X Digital: T1+ 4x16, BRI+4x16  Digital X Digital: BRIx16, T1x16, T1x32, PRIx32

BCM200 advantage  Broader Market Coverage  BCM200 solution addresses both the SMB and the Enterprise market  Completeness of Product Offering  Superior integrated value, broader feature set, unparalleled flexibility, easy installation and competitive pricing  Established Business Partnership between Distribution Channels and Nortel  Lower cost of acquisition, training, support, business costs, marketing programs, etc.

It’s a winner!  Nortel Networks held a 21.2 percent share of the overall U.S. IP-PBX market for the first half of  Ranked #1 by InfoTech in the under-100-station segment of the North American IP-PBX converged systems category.  In 2002, Gartner ranked Nortel Networks as a leader in converged solutions for the second year in a row.  Nortel Networks leadership in these key areas proves that we are delivering customer-focused solutions across our entire Enterprise portfolio.  In its March 2002 Testing Report, CT Labs called Business Communications Manager a “full-featured, reliable product” that performed “very well” in its performance tests.

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