What is a Dialed Number Identification Service (DNIS) in Call Centers?

When a caller dials a number, DNIS sends a series of touch-tone digits along with the call. This data is interpreted by the call center’s PBX (Private Branch Exchange) system, which then forwards the information to the call routing engine or IVR system. The DNIS data helps route the call to the correct department or agent based on the number dialed or start specific IVR menu options, improving the caller's experience.

In a call center, DNIS helps automate call routing, reducing the need for manual transfers. It also works with IVR systems to provide personalized greetings and menu options. The setup speeds up call handling and connects customers to the right agents more efficiently.

DNIS improves key call center KPIs (Key Performance Indicators), such as First Call Resolution (FCR) and Customer Satisfaction (CSAT), by ensuring calls are directed to the most suitable agents or departments from the start.

DNIS (Dialed Number Identification Service) and ANI (Automatic Number Identification) are telecom service features for tracking inbound calls. However, their working mechanisms differ; both consider different entities when routing. DNIS identifies the original dialed number by the caller and directs the calls to the right recipient. However, ANI identifies, stores, and displays the caller’s phone number and associated information.

Many call centers support remote work culture and operate from different parts of the world, where each region has its own language. DNIS can determine where the caller is from, based on the number they dialed, and then connect them to an agent who speaks their native language, even if that agent is in another country. The process makes it easier for customers to get help in a language they understand, which enhances customer experience and promotes brand identity.

DNIS (Dialed Number Identification Service) helps call centers improve their service in several ways, such as multiple phone line support, improved employee efficiency, performance tracking, etc.

DNIS is preferred among many inbound call centers due to its efficient support for multiple phone lines. It helps the call center route incoming calls to the right department without the need to transfer the call to many teams. This makes the communication process faster and smoother for both the customer and the agents.

DNIS automatically sends all inbound calls to the right department or agent. It reduces the time customers wait to talk to the agent, resulting in a decreased call bounce rate. When such operations get completed quickly, the overall efficiency of the call center also increases; all other processes get done faster and with fewer mistakes.

DNIS helps agents identify peak times for specific calls and plan to handle them better. It allows the agent to be ready with the correct information, making the communication more personalized and satisfying for the customer. Satisfied customers provide better reviews and promote higher satisfaction scores.

Call center managers can use DNIS to track how many calls each department or agent gets, how long the calls last, and how many issues are solved using the first approach. This data helps them decide if they need to hire more staff, if the staff require better training, or if they need to implement different call-routing strategies. Performance tracking is essential for improving, finding problems, solving them, and enhancing the team’s performance.

When a call center agent gets a call, they don’t have to figure out what the caller wants or manually forward calls to other departments/agents. DNIS directs each call to the agent best suited to handle the caller’s issue based on the original dialed number information. It allows agents to focus mainly on helping the caller, which results in greater productivity and effectiveness at their job.

DNIS can help businesses run marketing campaigns and analyze which ones work well by assigning unique numbers to each campaign. By tracking the inbound calls, the marketing team can see which campaigns bring in the most customers. This will help them focus on what works and spend their budget wisely.

In business process outsourcing (BPO) call centers, agents must handle calls from multiple companies. DNIS can help agents find out which company the caller is trying to reach and direct the call to the right agent. It allows the agent to provide the right support for each caller, keeping everything running smoothly.

Calilio is the best call center software that offers a unified communications platform for businesses of all sizes to enhance and scale customer experiences. With DNIS, IVR, and automated call routing, Calilio can help any call center manage calls online through a single medium. Calilio stands out from its competitors by using DNIS to:
 

• Enhance call routing by directing calls to the appropriate department/agent based on the dialed number.
• Customize IVR menus and greetings depending on the number dialed.
• Manage multiple phone lines for different services or products without manual transfers.
• Improve agent performance, optimize call center operations, and provide analytics based on call performance and volumes.
• Improve customer experience by ensuring faster and more relevant support by directing calls quickly and accurately.

DNIS sends a series of touch-tone digits with each incoming call, which the call center’s PBX system interprets. The interpreted data then helps route the call to the correct department, agent, or IVR menu based on the number dialed. DNIS automatically reduces the need for manual call transfers and ensures the caller is connected to the most suitable agent.

DNIS technology supports a contact center by enabling efficient call routing based on the dialed number. It helps manage multiple phone lines, supports skill-based routing, and integrates with IVR systems to personalize customer interactions. This leads to improved operational efficiency, reduced call handling times, enhanced customer satisfaction, and better performance tracking.

DNIS is an inbound service used to identify the original dialed number of incoming calls and decide how to route those calls appropriately within the call center.

While DNIS (Dialed Number Identification Service) identifies the originally dialed number by the caller, ANI (Automatic Number Identification) identifies the caller’s number.