What Is An Automatic Number Identification (ANI)?
An automatic number identification (ANI) is telecommunications technology used in contact centers that automatically identifies the caller's phone number. Originally designed to help with billing for toll-free numbers, ANI is now used more commonly as part of automatic call distribution (ACD) systems that manage inbound calls and route them to agents. ANI is similar to caller ID but uses different technology.
Reasons Call Centers Use ANI
Call centers may use ANI for several reasons:
To identify inbound callers
To track inbound toll-free callers
To deliver customer info to agents
To provide more personalized service
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