Dialed Number Identification Service (DNIS)
Dialed Number Identification Service (DNIS) is a telecommunication service feature used in call centers and businesses that handle a high volume of incoming calls.
It identifies the specific phone number dialed by the caller, especially useful when a company uses multiple phone numbers for different services or campaigns. Here are some key points about DNIS:
Identification of Dialed Numbers: DNIS enables the receiving system to identify which particular phone number a caller dialed. This is particularly important when a single call center handles calls for multiple departments or purposes.
Routing and Customization: By knowing which number was dialed, calls can be automatically routed to the appropriate department or agent. Additionally, the call experience can be customized based on the identified number (for example, a different greeting for each service line).
Integration with Interactive Voice Response (IVR) Systems: DNIS is commonly used in conjunction with IVR systems to provide a more tailored and efficient caller experience.
Data Collection and Analysis: DNIS data can be valuable for analyzing call patterns, customer preferences, and campaign effectiveness, contributing to better business strategies and customer service practices.
DNIS is a valuable tool in complex telecommunication setups where multiple incoming lines serve different functions, helping to streamline call handling and enhance the customer experience.