DNIS (or Dialled Number Identification Service) is a feature of the telephony network that enables us to know which number was dialled by a customer so the appropriate Call Routing strategy can be applied.

How does DNIS work?

To give you an example, your company might have several 1800 numbers for customers to dial, perhaps one for each geographical state that all come into the one call centre.

By using DNIS you can determine which 1800 number they called and use this information when routing your calls to the agents.

This can be useful if you have experts the specialise in each state for example.

You can also use the knowledge to play different hold messages, queue with a different priority etc.

DNIS works by passing the touch tone digits (dual tone multi-frequency or MF digits) to the call centre where an ACD or PBX can read the signals and apply the chosen logic.

Pretty clever stuff.

Next steps

Upcoming Industry Events:

Virtual Coffee: Decision Making

Event Organiser:
CX Skills

This workshop will focus on building your confidence in decision-making, introduce decision-making models, and what to do when you’ve made the ‘wrong’ decisions.

Will AI Kill the Contact Centre?

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During this webinar, we’ll be exploring whether or not Artificial Intelligence (AI) is going to completely kill off the contact centre.

Customer Experience and the COVID Crisis with Don Peppers

Event Organiser:
CX Central

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

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