What is DNIS (Dialed Number Identification Service)?
Dialed Number Identification Service
Definition
Dialed Number Identification Service (DNIS) is a telephony service that identifies which phone number was dialed by the caller. In call centers with multiple inbound numbers (e.g., different numbers for different products, campaigns, or regions), DNIS tells the system which number the caller dialed, enabling appropriate routing and agent scripting.
Why DNIS (Dialed Number Identification Service) Matters for Insurance
Insurance agencies often advertise different phone numbers for different products (Medicare, life, auto) or campaigns. DNIS allows the call center to route each call to the right team and present the correct script. Without DNIS, agents wouldn't know which product the caller is interested in, leading to poor customer experience and wasted time.
Key Points
- Identifies which phone number the caller dialed
- Enables product-specific routing (Medicare calls to Medicare agents)
- Allows campaign-specific scripting and tracking
- Essential for multi-product or multi-campaign call centers
- Works with ANI (caller ID) for complete call identification
How AgentTech Handles DNIS (Dialed Number Identification Service)
AgentTech uses DNIS to automatically route calls to the right queue, display campaign-specific scripts, and track performance by phone number. Combined with our number pooling feature, DNIS enables granular attribution of which marketing sources drive the highest-converting calls.
Frequently Asked Questions
See DNIS (Dialed Number Identification Service) in Action
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Try AgentTech Dialer NowReferences & Authoritative Sources
The information on this page is supported by the following official and authoritative sources.
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Medicare.gov CMS