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Telecommunications equipment industry

Advanced Operator Services System Reduces Directory Assistance Time

Strategic Insights

— 1 min read

A recently implemented advanced operator services system from Northern Telecom has made searching for telephone numbers easier and more efficient for callers dialing directory assistance in Oregon. The system, called Directory One, has been adopted by U S WEST and is expected to save time for operators searching for requested listings. In addition to U S WEST, Directory One is in service in Nevada Bell and Bell Atlantic, and has been selected as the regional directory assistance system for BellSouth.

Key Takeaways:

  • U S WEST has implemented the Directory One system, reducing the time it takes operators to search for requested listings.
  • Directory One contains advanced category search capabilities and improved display features, making it easier for operators to search, scan, and interpret information for the caller.
  • U S WEST is expanding its initial implementation to Spokane, Wash., later this month and plans to have Directory One running in approximately 365 operator positions by the end of 1995.
  • The system contains more than 5 million listings in its database serving Oregon and Washington bureaus.
  • Operators found the enhanced search features and screen displays more efficient and easy to use after training with a customized computer-based program.
  • The U S WEST Directory One deployment is part of a regional consistency effort to combine methods, procedures, and databases.
  • The system's flexible capabilities will enable U S WEST to adapt to changing customer needs.

Statistics:

  • Directory One contains more than 5 million listings in its database serving Oregon and Washington bureaus.
  • U S WEST plans to have Directory One running in approximately 365 operator positions by the end of 1995.
  • The system has been implemented in Oregon, Nevada Bell, and Bell Atlantic, and has been selected as the regional directory assistance system for BellSouth.
  • U S WEST Inc. has 25 million customers in 14 western and midwestern states.
  • Northern Telecom (Nortel) revenue in 1994 was $US 8.9 billion.
  • Nortel has approximately 57,000 employees worldwide.

Sources:

  • Business Wire, "Tracking Down the Right Telephone Number in Oregon Just Got Easier", June 16, 1995.
  • Northern Telecom (Nortel), press release, 1995.
  • U S WEST Inc., press release, 1995.

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