Case Study: Middlesex County College automates 90% of calls and reduces wait times with Spok speech recognition

Middlesex County College - Customer Case Study

Middlesex County College, a 13,000‑student commuter college in Edison, NJ, relied on a single full‑time operator to handle all incoming calls, which led to long wait times, frequent transfers, and difficulty for students reaching key departments like registration and financial aid.

The college deployed Spok’s automated speech recognition and an on‑campus “Dial 50” directory so callers speak requests rather than key responses. As a result, more than 90% of calls are routed automatically, about 55% of routine questions are answered by menus, the operator can directly resolve roughly 10% more calls without transfers, and the college saves about $5,000 a year by eliminating printed directories — improving access and staff efficiency.

Middlesex County College

Lynn Somers

Manager - IT Support Services