DNIS (Dialed Number Identification Service)

By routing calls based on the dialed number, DNIS ensures that incoming calls are directed to the appropriate department or agent. This helps callers reach the right person or team quickly, addressing issues more effectively and reducing the need for call transfers.

Knowing which number was dialed allows agents to immediately understand the purpose of the call. When combined with customer information from the CRM platform, this context helps agents provide more relevant and personalized service, whether for technical support, sales, or customer service.

With DNIS, customers are less likely to be transferred multiple times, reducing frustration. Direct routing to the appropriate team enhances the customer experience by providing faster and more accurate responses.

As businesses grow, DNIS allows them to add more phone numbers for different services or departments without complicating the call routing process. This scalability is crucial for maintaining efficient operations in larger organizations.

Efficient call routing can lead to lower operational costs by minimizing the time and resources spent on handling misdirected calls. This can result in significant savings, especially for high-volume call centers.

DNIS (Dialed Number Identification Service) and ANI (Automatic Number Identification) are telecommunication services that provide different types of information and serve distinct purposes.

Information Provided:

• DNIS: Provides the dialed number (the number the caller called).
• ANI: Provides the caller’s number (the number from which the call was made).

Use Cases:

• DNIS: Used for routing calls to the right department or agent based on the service or product the caller is inquiring about.
• ANI: Used for identifying the caller, logging call data, and sometimes for security and verification purposes.

Example in Context:

• DNIS: A company has different numbers for different services. DNIS helps in routing calls to the appropriate service based on the dialed number.
• ANI: A customer calls a support line. ANI provides the support agent with the caller’s phone number, and you can use it to retrieve the caller’s account details.

In summary, DNIS helps businesses understand which service or product the caller is interested in by identifying the dialed number, while ANI helps in identifying who the caller is by providing the caller’s phone number. Both services are crucial for efficient call management and customer service.

Yes, DNIS can be used by businesses of all sizes. It is particularly beneficial for companies that receive a high volume of calls and need to route them efficiently, such as customer service centers, technical support, and sales departments.

Directing calls to the appropriate destination without unnecessary transfers, DNIS can help reduce call handling times, improve agent productivity, and enhance overall operational efficiency.