University Directory Assistance Gives Callers a "Say"
"Please say the first and last name of the person you are calling"… Sound familiar? If you have called the University for directory assistance recently, you may have heard a new voice. This past April, Northwestern University Information Technology (NUIT) implemented an Automated Phone Directory equipped with an automated speech attendant. This service complements the University Call Center Representatives currently answering the calls that come into the main University phone numbers during the University business hours.
"Callers experience reduced waiting times as the automated speech attendant takes calls when the Call Center Representatives are assisting others," said Wendy Woodward, director of NUIT Technology Support Services. "The response from the community to date has been positive."
Speak Up for Technology
Through the use of speech recognition technology the University automated speech attendant will understand your spoken request and connect your call. You’ve probably already experienced the use of something like this before when calling your bank or credit card company.
The automated speech attendant accesses the information listed in the NU Online Directory. It recognizes first and last names, nicknames and also understands the higher education environment by recognizing prefixes as Professor or Doctor. You can also reach individual University departments as well as common areas on campus, such as the University Library and Norris Center.
As the Automated Phone Directory is a dynamic system, in rare instances, it may be possible that the system could mispronounce a name, not recognize a name or department, or incorrectly route a call to the wrong number. Users can contact 847-491-HELP (4357) during NUIT Support Center business hours to report the problem.
Hours of Operation
University Call Center Representatives are available to personally answer calls Monday through Friday from 8:00 a.m. to 8:00 p.m. and on Saturdays from 9:00 a.m. to 1:00 p.m.
Look for more information at Automated Phone Directory. You may also visit the NU Online Directory to view, and if necessary edit, your contact information.
