Verizon's 411 Directory Assistance Streamlines Access to Katrina Relief Agencies
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NEW YORK - Using a special automated greeting and customized database, Verizon's LiveSource operator services team is expediting customer access to phone numbers of hurricane relief agencies and services nationwide.
Verizon has programmed its self-service directory assistance system with a special greeting that automatically directs callers to operators who have access to an expanding database of numbers when customers say "Katrina relief" or any variation of that phrase.
"With so many customers eager to answer the call for help during this national crisis, we wanted to streamline the process for them as much as possible," said Kitty Linder, president of Verizon LiveSource.
The feature was added, Linder said, in response to the surge nationwide in requests for phone listings related to the relief effort and represents the kind of customer-focused enhancement made possible by new directory assistance technology based on voice recognition. The technology also supports Verizon's 4,000 operators in providing the best possible service to customers.
Callers nationwide now hear a new greeting: "Hurricane Katrina has devastated the lives of millions of people. If you're looking for information on Hurricane Katrina, say 'Katrina relief.' Or, for all other listings, please say the city and state."
Operators who hear the Katrina requests immediately access a special database of listings that is updated frequently.
Verizon is monitoring the use of the special service and will maintain it as long as there is a demonstrated need for it.
Verizon Communications Inc.
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