Spotlight Archive

IS&T News

IS&T Spotlight:

NameConnector Gets an Upgrade

IS&T has upgraded NameConnector, the automated voice response system for MIT's telephone switchboard. This technology lets callers to MIT's main number, 617.253.1000, say the name of the person or department they wish to reach, and then be connected automatically.

The upgrade, from Parlance Corporation, mitigates background noise and improves name recognition for callers with strong accents. It will also allow IS&T to add some features over the next few months. These include “barge in” (where a caller can interrupt the prompts and say the name), and support for hands-free operation by recognizing specific words such as “ok” or “cancel.” IS&T also expects to simplify the initial prompt so that callers can say either a person's name or a department name, without having to select which option they want.

NameConnector allows up to five different versions of a person's name, including different pronunciations (e.g., Thomas Smith/Tom Smith). If callers are having trouble reaching you or your department, send email to nameconnector@mit.edu, or call 617.253.1000 and ask to speak to an operator. To learn more about NameConnector, go to the NameConnector Service at MIT page.