Service Center organizations have complex requirements for reporting and call traffic routing. It is necessary to properly report DNIS level traffic for reporting and billing purposes. The Newbridge platform enables multiple standard and customized DNIS applications to support the service center industry.
ANI: The calling party’s 10 digit phone number (office number, cell number, PBX number, etc…)
DNIS: The profile phone number associated with the phone number the calling party dialed. This could be the number the customer dialed, or if you use track numbers, the translated number.
Originating DNIS: The number dialed by the caller. If you are using call tracking, this is the track number dialed, not a profile phone number. (Recall that with track numbers, the customer dials the track number. The track number comes to us. We extract your tracking data, translate the track number to a profile number, and then send it to the destination call center.
Unique ID: Builds a unique call identifier based on a number that identifies the profile and a call counter. This is useful for call centers with caller ID systems that cannot read all 30 digits of a UII (universal interaction identifier). The unique ID and client number lets us identify a particular call and tie it back to an agent.
Customized Billing ID: Provide a billing code so you know who to bill for the calls from this profile.
Newbridge offers our clients a comprehensive Cloud Service Center Solution with Inbound, Outbound, Blended, IVR, CRM and Payroll integration solutions. Newbridge melds managed customer experience solutions with the benefits of our state-of-the-art, customized technology.
How effective does your organization need to be and what client satisfaction rate is expected? Let Newbridge support your client service requirements and take your client service to the next level!