How can ANI be used in contact centres?
Call centres using automatic number identification ANI services can significantly enhance the customer experience as calls can be directed to a team of agents, receive personalised greetings, efficient call routing, location and service specific rules as well as segmentation.
ANI can also be integrated with customer databases to route calls based on customer characteristics. This ensures that customers are directed to agents equipped to address their specific needs. And when combined with customer databases, ANI enables automatic retrieval of customer account information, allowing agents to promptly identify customers and offer personalised service. Consequently, agents can allocate more time to value-added tasks and less on data collection.
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How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
Our specialist contact centre services include but are not limited to:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
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