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Drive Medical Equipment Chooses NacTel with ShoreTel as its Critical Communications Provider
Date:8/24/2010

outing features, including the ability to send customers to the front of the queue if they need to move to another department, priority routing based on the skill sets of agents on hand, and electronic routing slips that provide notes associated with the customer.
  • Intelligent Call Routing that assigns a specialist based on the criteria of the customer.  For example, if the call comes from a major distributor or a priority business partner it will be routed to an agent handling that account or that level of customer automatically.

  • Drive Medical Chief Technology Officer Charles P. Chiodo explained what made the project successful. "The term partnership is so overused that I feel a little self conscious about using it but with NacTel, that's exactly what it was.  NacTel became part of our team in every way. They introduced us to technology that we did not know existed, dramatically impacting the output of our very busy call center with 15,000 calls per month… improving the overall customer experience.  And when our existing systems caused the inevitable glitch before we went live, NacTel was right there to help. Never did I feel that they were a vendor—they were always part of the team."

    NacTel President Jamie Buswell commented, "We could see from the beginning that Drive Medical's business model demanded a more intelligent call center management system.  As soon as we began outlining the capabilities of the ShoreTel Contact Center, to the Drive Medical team, their eyes lit up even more than when we explained how the appliance-based communications platform worked.  It was extremely gratifying to see how we could impact a company's marketing effort that much."

    For more information about NacTel and the ShoreTel system, contact Jamie Buswell at 516-756-9000 or e-mail Jamie at jab@nactelsystems.com.

    About NacTel: Celebrating its 30th year in
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