ANI (automatic number identification)

ANI is a service that allows you to see who is calling you when the phone rings. Genesys Cloud uses this information in several ways. In the contact center, Genesys Cloud uses ANI to match a caller with their Genesys Cloud contact record and display that record to the agent who receives the customer’s call. ANI also allows Genesys Cloud to distinguish between the billing number and the telephone number of the caller. Finally, ANI identifies the origin of calls to emergency services.

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.