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Glossary

What is Dialled Number Identification Service?

Dialed Number Identification Service (DNIS) is a telephone service that helps in identifying a phone number, which a caller has used to reach a call center executive. Call centers have different phone numbers to provide support services in different areas and regions. DNIS system helps a company to transmit the call to an appropriate place. It plays the appropriate message as well as provides support in the right language. DNIS offers a tool to businesses to track and categorizes the calls they receive. It helps them to uniquely handle individual calls. The moment a call is received, they can immediately comprehend the location of the caller. It enables you to create a more personalized experience for callers, customers, clients, or potential partners, while allowing you to save plenty of your time.

DNIS is different from direct inward dialing (DID), but any DID number will certainly have a DNIS. This is the number sent from the central office to the PBX (Private Branch Exchange) or the key system, informing that the telephone system, which number was dialed. For example, a company may have a different toll-free telephone number for each product line it sells. If a call center is handling calls for multiple product lines, the switch that receives the call can analyse the DNIS and plays an appropriate recorded greeting.

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