Dialed number identification service (DNIS) is a telephony feature that identifies the phone number dialed by a customer before the call connects. DNIS helps contact centers determine which line or campaign the call is associated with, enabling intelligent routing, personalized greetings and improved call-handling efficiency.
Enterprises use DNIS to streamline how inbound calls are distributed across departments, products or campaigns. When a customer dials a specific DNIS number, the system automatically routes the call to the most relevant agent or queue. This eliminates manual transfers, reduces wait times and ensures customers reach the right expert the first time.
With DNIS data, organizations can tailor greetings, messages and IVR menus based on the number dialed. For example, customers calling a technical support DNIS might hear a different menu than those dialing a sales line. This personalization enhances efficiency and creates a seamless experience that feels relevant from the first interaction.
For enterprises that manage multiple brands, marketing campaigns or service lines, DNIS provides essential visibility. Each DNIS number corresponds to a specific campaign or brand, allowing contact centers to track performance, allocate resources and measure ROI. It also helps agents deliver consistent experiences aligned with each brand’s identity.
In regulated industries such as healthcare, finance or government, DNIS helps manage compliance and call prioritization. Calls to dedicated hotlines or emergency lines can be identified instantly and escalated automatically. This ensures sensitive or time-critical interactions are handled by the right teams under the correct protocols.
When combined with AI and call analytics, DNIS enables smarter routing and deeper insights. Enterprises can analyze DNIS numbers to detect call patterns, evaluate campaign effectiveness and optimize routing workflows. Integrating DNIS data into an AI-powered contact center platform enhances decision-making and operational performance.
Dialed number identification service is a powerful tool for creating efficient, personalized and scalable customer experiences. With the Genesys Cloud CX® offering, organizations can combine DNIS with AI-driven routing, analytics and journey orchestration to deliver faster resolutions and more meaningful customer connections.
See how Genesys Cloud CX uses DNIS to elevate every customer interaction.
