devxlogo

Dialed Number Identification Service

Definition of Dialed Number Identification Service

Dialed Number Identification Service (DNIS) is a telecommunication feature that identifies and provides the dialed phone number to the receiving party, usually a call center or automated phone system. This allows the system to recognize and route the call to the appropriate recipient or process, enabling tailored handling for different dialed numbers. DNIS is commonly used in large call centers to manage multiple services or campaigns efficiently and to provide personalized greetings or prompts to callers.

Phonetic

The phonetics of the keyword “Dialed Number Identification Service” would be:/ˈdaɪəld ˈnʌmbər ˌaɪdɛntɪfɪˈkeɪʃən ˈsɜrvɪs/In the International Phonetic Alphabet (IPA), it can be broken down as follows:Dialed: /ˈdaɪəld/Number: /ˈnʌmbər/Identification: /ˌaɪdɛntɪfɪˈkeɪʃən/Service: /ˈsɜrvɪs/

Key Takeaways

  1. Dialed Number Identification Service (DNIS) is a telecommunication service that identifies the originally dialed telephone number in a call center or toll-free number environment, allowing for efficient call routing and customized greetings.
  2. DNIS enables businesses and organizations to handle multiple incoming calls in a more streamlined and sophisticated manner, by associating specific information or routing instructions with each dialed number, resulting in improved customer experience and reduced call handling time.
  3. Using DNIS in conjunction with other telecommunication technologies, such as Automatic Number Identification (ANI) and Interactive Voice Response (IVR), allows businesses to optimize call center operations, enhance customer service, and gather valuable call data for reporting and analysis purposes.

Importance of Dialed Number Identification Service

Dialed Number Identification Service (DNIS) is an important technology term because it allows organizations to effectively manage and route incoming calls to specific departments or agents.

DNIS works by identifying and transmitting the dialed number to the receiving end, enabling automatic call distribution systems, Interactive Voice Response (IVR) systems and other call management tools to route calls based on the caller’s needs.

This not only improves customer experience by connecting them quickly and accurately to the appropriate resources, but also enhances operational efficiency and utilization of resources within the organization.

Overall, DNIS plays a critical role in optimizing the quality and effectiveness of telecommunication services.

Explanation

Dialed Number Identification Service (DNIS) serves a crucial role in the effective functioning of modern telecommunication systems. Its primary purpose is to identify and transmit the dialed phone number to the receiving party, which could be a call center or a business receiving high volumes of incoming calls. DNIS proves vital in not only efficiently managing and routing these calls but also providing personalized services to the callers.

For instance, using DNIS, a call center can swiftly route calls to specific agents or departments, offering assistance in different languages based on the caller’s location, identified by the phone number dialed. Utilizing DNIS, organizations can further enhance their customer service experience and efficiently allocate resources. Businesses may track calls’ source, assess advertising campaigns’ performance, and distribute calls evenly among agents, thus reducing waiting times and ensuring a positive caller experience.

Moreover, it enables organizations to provide targeted information to specific callers. For example, if a customer dials a dedicated support number, DNIS guides them through specific Interactive Voice Response (IVR) menus, delivering the streamlined assistance that corresponds to their query. By tailoring its responses, DNIS has become indispensable in elevating the effectiveness of modern telecommunication systems.

Examples of Dialed Number Identification Service

Call Routing and Management in Customer Service Centers: Large organizations, particularly those with multiple call centers, use Dialed Number Identification Service (DNIS) to help manage and route incoming calls to the appropriate destination based on the dialed number. For instance, when customers dial a specific number associated with a particular department or service, DNIS helps route the call to the correct department, allowing for more prompt and efficient customer service.

Call Tracking and Analytics for Marketing Campaigns: DNIS plays a crucial role in tracking the performance of marketing campaigns by providing unique phone numbers for each advertisement, whether it’s print, online, or on TV. When potential customers call the number displayed in the ads, DNIS allows businesses to track which specific ad a customer is responding to, enabling them to measure the effectiveness of the campaign. This information helps companies refine and optimize their marketing strategies based on the sourced data.

Emergency and Crisis Hotlines: Many help hotlines and crisis helplines utilize DNIS technology to effectively handle incoming calls. It allows these organizations to identify the specific helpline number being called, which can guide the service provider in meeting the caller’s needs more efficiently. For example, a mental health crisis helpline may have separate phone numbers based on age, problem, or severity. By identifying the number dialed, the crisis hotline can route the call to a specialist who is trained to deal with the specific issue, providing timely and accurate support for those in need.

Dialed Number Identification Service FAQ

What is Dialed Number Identification Service (DNIS)?

Dialed Number Identification Service (DNIS) is a telecommunication service that provides the called party with the dialed number information. This allows recipients to identify the caller’s intent and route them to the appropriate destination or sub-system, improving call handling efficiency.

How does DNIS work?

When a call comes in, DNIS transmits the dialed number to the receiving party. The receiving telecommunication system uses this number as an identifier, allowing it to route the call, provide specific messaging, or tailor the call flow based on that number.

What are the benefits of using DNIS?

Using DNIS allows businesses to handle incoming calls more efficiently and provide a personalized experience for each caller. It enables better call routing, improved customer service, accurate call tracking, and simplified billing.

Is DNIS the same as Automatic Number Identification (ANI)?

No, DNIS is not the same as ANI. While DNIS provides information about the dialed number, ANI provides information about the calling party’s phone number. Both services are useful for call routing and identification, but they serve different purposes.

How do I implement DNIS in my call center?

To implement DNIS in your call center, you will need a telecommunication system that supports DNIS, such as a PBX system or IVR platform. You may also need to work with your telecom provider to enable the service for your specific account. Once DNIS is enabled, you can configure your telecommunication system to recognize and route calls based on the received dialed number information.

Related Technology Terms

  • Automatic Number Identification (ANI)
  • Private Branch Exchange (PBX)
  • Direct Inward Dialing (DID)
  • Call Routing
  • Interactive Voice Response (IVR)

Sources for More Information

Table of Contents