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What Is Dialed Number Identification Service (DNIS)?

Contact Center Glossary > Dialed Number Identification Service (DNIS)

Dialed Number Identification Service (DNIS) Definition | TLDR

Dialed number identification service (DNIS) is a feature that identifies the specific phone number dialed by the caller, allowing call centers to route incoming calls based on the dialed number.

Dialed Number Identification Service (DNIS) Meaning

Dialed Number Identification Service (DNIS) is a telecommunications feature that enables a phone system to identify the specific number dialed by a caller. When a caller places a call, DNIS captures the dialed number and sends it to the receiving phone system or call center, allowing the system to route the call to the appropriate destination or handle it according to predefined rules or configurations. DNIS is commonly used in interactive voice response (IVR) systems, call centers, and telecommunication networks to provide personalized and efficient call routing and handling based on the dialed number.

What Is the Difference Between DID and DNIS?

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Dialed Number Identification Service (DNIS) is a telecommunications feature that enables a phone system to identify the specific number dialed by a caller. When a caller places a call, DNIS captures the dialed number and sends it to the receiving phone system or call center, allowing the system to route the call to the appropriate destination or handle it according to predefined rules or configurations. DNIS is commonly used in interactive voice response (IVR) systems, call centers, and telecommunication networks to provide personalized and efficient call routing and handling based on the dialed number.

DNIS is also valuable for tracking and analyzing incoming calls for reporting and analytics purposes. By capturing the dialed number associated with each incoming call, organizations can gather data on call volumes, trends, and patterns for different phone numbers or campaigns. This information can be used to measure the effectiveness of marketing campaigns, assess the performance of specific phone numbers or services, and make data-driven decisions to optimize call center operations and customer engagement strategies.

FAQs

Yes. DNIS allows organizations to create personalized IVR menus and prompts that are specific to different dialed numbers, providing callers with tailored options and information based on their needs or preferences.

Yes. DNIS enables organizations to prioritize and queue incoming calls based on the dialed number, ensuring that high-priority calls are handled promptly and efficiently, while lower-priority calls are queued accordingly.

Yes. DNIS integration with CRM systems allows organizations to retrieve caller information, such as account details, purchase history, and previous interactions, based on the dialed number, providing agents with valuable context to personalize customer interactions and improve service quality.

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