Unified Communications Featured Article

NacTel/ShoreTel Selected as Vital Communications Partner of National Distribution Alliance


August 04, 2011

A leading provider of enterprise telecommunications and data systems, NacTel (North Atlantic Communications), has effectively installed and integrated a new high-tech communications system for National Distribution Alliance, the main independently owned and operated wholesaler of newspapers in the country. NDA, after a wide-ranging study and search, chose ShoreTel's simple Unified Communication (UC) solution based on the award-winning IP business phone system, supplied by NacTel, the award-winning communications sales and service organization.

NDA's core business of distributing hundreds of newspapers and periodicals to over 10,000 merchants is a round-the-clock operation all through the year. Given that NDA provides time-critical service to publishers and merchants in the metropolitan areas, its choice of a communications solution was based on certain key objectives.

Some of these objectives were to achieve operating effectiveness and provide best-in-class service to merchants, publishers as well as field personnel and unify operational communications across its five regional distribution centers; control the system by means of an accessible, single-source web application, even on a remote basis; manage scalable growth and deliver spontaneous and accessible call center administration and management.

More than 150 dedicated routes are operated daily by NDA. Given this situation, anything that affects delivery, be it bad weather, a publisher's late close or an automobile breakdown requires to be addressed and communicated to the field immediately. Positive communications protect sales, manage merchant expectations and minimize complaints. NDA's latest system enables custom messages and immediate deployment. NacTel's tactical initiatives, using the ShoreTel system, give NDA this important ability.

In a release, Mike Pouchie, NDA president and COO said that, “This was an important project for us; we had to get it right. We're a 365-day operation so we had to transition during our production cycle. That made our choice of NacTel as a partner even more important. NacTel did a great job for us and we're providing better service to our publishers and merchants as a result.”

Sally SooHoo, one of NDA's Customer Care experts, said that, “NacTel's presentation was informative and provided specifics that related to the applications we were looking to implement. The account rep was knowledgeable about call center applications; he shared examples of how other clients used the proposed system. Another major factor was in-house training; NacTel provided it while other vendors proposed using a ‘training service’. NacTel's proposed configuration was more comprehensive in addressing our operational needs, both short and long-term and implementation went smoothly. We didn't have any down time.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.


Carolyn John is a Contributor to unified communications. To read more of her articles, please columnist page.

Edited by Jennifer Russell




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