What is Direct Inward Dialing (DID)?

Direct inward dialing (DID) is a service that local telecommunications providers offer to business customers in which the businesses can lease a large block of numbers that go over a smaller set of physical phone lines.

For example, 100 phone numbers could be supported by just 8 phone lines. This allows an organization to assign unique phone numbers to all its staff without having to connect 100 physical phone lines to its PBX.

Previously, people calling into a business might dial a single phone number and then a switchboard operator would connect them to the person with whom they wanted to speak. Direct inward dialing (DID) eliminates this model by providing direct lines to their employees.

Direct inward dialing (DID) has a significant limitation, however. In the above scenario, if a company only has 8 physical phone lines they can only have 8 inbound phone calls happening at the same time. Callers 9 and up receive a busy signal. Because of this, direct inward dialing (DID) may have limited use in call centers. It's important to assess the pros and cons of direct inward dialing (DID) technology when making decisions about call center solutions.

How NICE can help

We can advise you about whether direct inward dialing (DID) is right for your business.

NICE is the market leader in providing customers the cloud contact center software they need to deliver consistently exceptional customer experiences. Benefits include:

Modern ACD providing digital first omnichannel routing and increased business agility
Integrated and comprehensive workforce management (WFM) solutions to engage and empower contact center agents to achieve business goals
Automation and artificial intelligence (AI) capabilities to enhance the customer experience and automate routine agent tasks
Omnichannel customer journey management

CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.

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