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Glossary

What is Automatic Number Identification?

Automatic number identification (ANI) is a telephone network that passes the number of the phone the caller is using to the call centre, real-time. ANI is a feature of telecommunication network allowing telephone to show the number of the calling party. ANI is a part of Wide Area Telephone Service (WATS). It is an advanced feature of a telecommunication network, which is used by outsourced call center service providers to identify the directory number (DN) of a customer or subscriber.

ANI allows the professionals of the call center to automatically retrieve associated information of the customer, which includes phone number, location, account record, and billing status. Third party companies are exploiting this advanced technology to bring advancements and innovations in the world of business. This software help in determining spoofing and fraudulent activities. Telemarketing companies use this feature while routing both inbound and outbound phone calls. This helps in increasing connection rates; call backs; efficiency of the agents; and decreasing agents’ errors.

This technology meticulously screens out nuisance calls thereby validating the telephone number of the caller in the existing database of the company. In recent years, this proactive stratagem is used by numerous support service companies.

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