What is a Dialed Number Identification Service (DNIS)?
A dialed number Identification service (DNIS) is a service offered by telecom providers to their commercial customers, letting them know what number was dialed for each incoming call. The data is sent as a series of touch tone digits along with the call and interpreted at the destination by the PBX. From there, the dialed number Identification service (DNIS) information may be sent to an interactive voice response (IVR) system for further use, such as call routing.
Contact centers, which often have multiple lines coming in, are large consumers of dialed number Identification service (DNIS) services. The need for multiple lines is driven by business requirements. For example, an auto insurer likely has different numbers to call for sales, service, and claims, but they all end up at the same contact center.
The company may want to play different greetings for the three numbers, offer different IVR menu options, and route the calls to three different agent groups. Having the dialed number Identification service (DNIS) information allows the IVR to accomplish all of this. The result has a positive impact to the customer experience, as callers will be routed to the group of agents best suited to meet their needs.
Using different dialed number Identification services is also a way to measure the success of marketing efforts. For example, if a company runs infomercials on different TV stations and at different times of day, they could use unique 800 numbers for each of the ads. Then, on the back end, the marketing team can conduct analysis, based on dialed number identification service (DNIS) information, to determine which of the ads drove the most calls and had the highest conversion rates. This allows businesses to maximize the effectiveness of their marketing spend.
In today's increasingly complex contact centers, dialed number identification service (DNIS) information is essential to optimizing the power of automation tools.
How NICE can help
NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. Our solutions use dialed number identification service (DNIS) data to facilitate different business models and objectives. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. CXone includes:
Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.
Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.
