Automatic number identification (ANI)

Automatic number identification (ANI) is a technology used in call centers and telecommunications to automatically identify and capture the telephone number of the caller. ANI is a part of the larger automatic call distribution (ACD) system, which manages incoming calls and routes them to appropriate call centre agents.

ANI works by automatically identifying the telephone number of the incoming call and displaying it on the call centre agent’s screen, along with any associated customer data that’s available. This enables the call centre agent to quickly access the customer’s account information and provide a more personalised and efficient customer service experience.

ANI is typically used with toll-free numbers, which are numbers that customers can call for free. When a customer calls a toll-free number, the ANI technology automatically captures their phone number and other relevant information.

In some cases, ANI may need to be manually requested by the call centre agent. For example, if the customer is calling from a private or blocked number, the ANI technology may not be able to capture their phone number automatically.

ANI is most commonly used for inbound calls, although it can also be used for outbound calls. In addition to ANI, many call centres use interactive voice response (IVR) technology to help automate and streamline their call handling processes.

Real-time ANI allows call centres to quickly and efficiently identify the caller and provide personalised service, which can help improve customer satisfaction and increase call centre efficiency.