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BCM OPTIONS
Business Communications Manager
The BCM offers amazing flexibility. No two companies talk to customers the same way so you can tailor the system to suit your needs. As your business grows, just add more options. Or take a shortcut with a special package designed for your type of business. For example, hotel, GP surgery or solicitors. There is a BCM solution to suit your business, whatever your needs.
BCM Intelligent Contact Centre
If you have more than two agents answering calls you're already running a call centre. Giving customers the professional service they expect when they ring is vital. It's also simple and cost-effective with BCM intelligent contact centre.
How it works
Advanced call routing and queuing features let you manage customer contact even better. Answer their questions quicker by directing them to the right person, get reports on call waiting times, and boost productivity by letting multi-skilled agents log into more than one group.
Extra options
Call reception
Call reception offers a highly effective reception desk for companies who want to welcome customers professionally.
Call centre reporting
Get real-time data on how your agents and system are working on the day and make changes there and then to improve performance. Or use historical call pattern data to plan the best use of your call centre. For example, identify busy and quiet periods and change staff levels to match.
Computer telephony integration (CTI)
Nothing makes a good impression like having a customer's details to hand when they call. And nothing makes it simpler than CTI. It integrates your BCM system with your PCs so all the customer's records, from latest bill to buying history, are displayed on your screen automatically. It's a simple but very effective way to answer questions quicker and deliver the highest levels of personalised service.
Call centre wallboard
Complementing the call centre package, this facility gives call centre agents and managers immediate visual feedback on quality of service.
BT BCM Unified Communicator
By bringing all your messages (phone, fax and email) to one place, you can work anywhere in UK just like it's the office. BT BCM Unified Communicator is a simple add-on to BCM that makes you even more responsive to customers and colleagues and it's key to flexible working.
It delivers your work messages to one single place - a dedicated Microsoft OutlookTM Inbox. Access them wherever you want to work - and answer them quicker.
Here are some other ways BT BCM Unified Communicator can help make your communication faster, easier and better:
Presence - Tells you exactly where your colleagues are and the best way to contact them quickly. It uses colour icons to show their status: On a Call, Do Not Disturb or Free. If they're tied up and the call is important, warn them with a text message sent with a single right click.
Dial By Name - Looking up someone's number takes time. Dial by Name lets you dial by tapping their name on the phone keypad.
Shared Directory - Keeping track of customers' records can be tricky, but add their details to Shared Directory and the minute they call, customer details such as current orders & payment history, will pop up on your screen. Contacting them is easy too. Simply search the directory and call them with one click.
Inbound Screen Pop - See who's calling before you answer so you're better prepared for the call.
Instant Messaging - If you're on a call and need help from a colleague, send an instant message from your desktop. It's more convenient than making a phone call.
Click to Dial - Help cut costs by making calls from your PC down the office phone line wherever you're working.
Make homeworking work for you
Working from home has many advantages. It can boost productivity, keep your team happy and cut office costs. To enjoy all this and more, you need the right system in place, right from the start.
The BT Home Working Package gives your BCM everything you need to take advantage of home working. A BT engineer will ensure that your BCM system, a router and phone set (or soft phone for the flexi worker) are installed seamlessly. Allowing your people to work from home effectively.
Why homeworking works
When working from home is an option, employees are not only happier, but can be harder working too. The reasons are simple:
- A better work-life balance can make for happier workers. And happier workers are more likely to be more productive at work
- Happier workers are also less likely to seek new jobs elsewhere
- No commute and fewer interruptions can help improve productivity and lower travel costs
- Flexible hours and remote connectivity help employees be more responsive
- It allows for better use of time as home workers can go to external meetings straight from home allowing more productive use of their day
- Money isn't the only thing you'll save. Reducing journeys to work means reducing your carbon footprint. So you'll help save the planet, too
Make the most of your system - and your time
We offer a full range of training courses for you and your team that are simple, practical and affordable. And with courses starting from as little as £99, BT Training will fit your budget, too.
Pick the right course for you
BT Training courses are designed for receptionists, PA and office workers, or specialist Call Centre agents. Here are some of the courses available:
- Call Reception Management
- Messaging and voice mail
- Intelligent Contact Centre
- Unified Messaging
- Call accountant
- Telephony training
Peace of mind all day, every day
Nothing gives you peace of mind like knowing there's expert help on hand 24/7. With our communications systems support, 95% of faults are fixed next working day.
Here are some more ways it gives you total peace of mind:
| What you get | |
| Expert help 24/7 | Get 24/7 expert help from BT's nationwide team of 1900-plus network engineers. |
| Next-day fault fixing | 95% of faults are fixed by next working day. |
| Remote fault fixing | Our engineers can often get your network back online faster by fixing problems remotely. |
| Value | Take care of your communication system 24/7 for as little as 20p per day per user**. |
| Long-term peace of mind |
We offer contracts from 1-7 years with discounts when you sign-up long-term. |
BT Totalcare
For added protection, we also offer 24-hour service cover for your fixed lines, 7 days a week, including bank holidays with BT Totalcare. All for as little as £3.30 a month per Business Phone Line.
With BT Totalcare you receive:
- 24/7 support, with a choice of call out times
- Access to a field force of 1,900 engineers that can offer support in most UK locations*
- 95% of phone system faults fixed by the end of the next working day, and 70% of faults cleared remotely
If you are an existing BT Totalcare customer and wish to log a fault or ask a question about your BCM, please login here.
Notes
** 20p per day per user: Based on a BCM50 8 + 12 BRI Voice system with BCM50 Unified Contact for 12 users. Full charge is £222.70 per quarter or £18.56 per quarter per user. This assumes a five year contract on BT Total Care. Prices exclude VAT.
