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What is Dialed Number Identification Service (DNIS)?

A dialed number identification service (DNIS) refers to a telecommunication service that is sold to corporations to help them to identify which number is customer dialed to reach their organization. It is the most essential for organizations to have a range of numbers for customer support. And, these ranges of numbers are divided according to different places or locations. 

Despite this, they handle all the calls from a particular call center. Therefore, these numbers help the organization understand from which location that call is coming. As a result, they will help their customers in their preferred language and also improve customer loyalty.

How Do Dialed Number Identification Service Work?

It works by delivering the caller's dual-tone multi-frequency digits to the destination, where the signals are decoded and either displayed or made accessible for use by equipment on the receiving end.

This is especially useful in call centers, where a PBX receives calls to many 800 or 900 numbers on the same port on a regular basis. The DNIS data would include the phone number, allowing the PBX to track the call. Integrating call processing and routing with the data that goes with it substantially improves the chances of a first-call resolution and, as a result, customer satisfaction.

The ability of a contact center to combine technology and business processes is crucial in defining its competitive edge over its competitors. Contact centers may build call handling, routing, and monitoring procedures based on the number dialed by the caller by successfully using DNIS data.

How Can Dialed Number Identification Service (DNIS) Be Used?

Well, here we summarize a list of a few ways how can you use DNIS in a better way. So, let’s examine some of them:

Helps to focus on the improvement of call center metrics.

  • Enhance agent’s performance.
  • Agent’s specialization in questions.
  • Specific transaction requests for segregating.

Helps to focus on applicability.

Help the customer representatives by routing huge volumes of calls.

It also focuses on multilingual customer services, multiple product lines, analytical and reporting tools, and single-agent multi-client with the perspective of better customer service.

Plays a Vital Role in Smooth Operations.

  • Processing of calls.
  • Routing of calls.
  • Skills-based routing.

Other various uses of dialed number identification service (DNIS):

  • Call scripting can be customized.
  • Data retrieval can be customized.
  • Calls Prioritizations
  • QA and monitoring and recording of calls.

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