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      What is Direct Inward Dialing (DID)?

      Direct inward dialing (DID) is a service that local telecommunications providers offer to business customers in which the businesses can lease a large block of numbers that go over a smaller set of physical phone lines.

      For example, 100 phone numbers could be supported by just 8 phone lines. This allows an organization to assign unique phone numbers to all its staff without having to connect 100 physical phone lines to its PBX.

      Previously, people calling into a business might dial a single phone number and then a switchboard operator would connect them to the person with whom they wanted to speak. Direct inward dialing (DID) eliminates this model by providing direct lines to their employees.

      Direct inward dialing (DID) has a significant limitation, however. In the above scenario, if a company only has 8 physical phone lines they can only have 8 inbound phone calls happening at the same time. Callers 9 and up receive a busy signal. Because of this, direct inward dialing (DID) may have limited use in call centers. It's important to assess the pros and cons of direct inward dialing (DID) technology when making decisions about call center solutions.

      How NiCE is Redefining Customer Experience

      NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

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