What is direct inward dialing and how can it benefit your business?

Is your company looking for a better way to streamline the inbound calling process and enhance the customer experience? If so, direct inward dialing (DID) may be the ideal solution for your business. Fortunately, DID technology connects with local, business and toll-free numbers and can work in conjunction with your company’s existing private branch exchange (PBX). Learn what DID dialing is and how this specialized feature can improve your business processes.

What is direct inward dialing?

Direct inward dialing (DID) allows telephone service providers to connect a specific block of virtual phone numbers to one or more direct lines that are linked to the company’s PBX. When an inbound caller uses any of these virtual phone numbers, the call bypasses the automated phone system and is routed directly to the employee or department associated with that number.

DID dialing also works for fax numbers. It allows companies to connect specific virtual numbers with various fax machines in the company to ensure that faxes are received by the right employee or department. Today, many phone systems allow faxes to be converted into an image form, which means you can also connect a DID number to a specific employee computer or mobile device.

The DID feature can be managed through a public switched telephone network (PSTN) or a voice over internet protocol (VoIP) system. Due to the limitations of PSTNs, most companies today choose to manage DID dialing through a VoIP phone system.

What is a DID number?

A DID number is a direct inward number that the telephone provider blocks off for companies to use with their DID service. Since these numbers aren't linked to a direct phone line coming into the office location, they serve as a virtual number. Through a central phone controller, such as a VoIP system, companies can use virtual numbers to reroute incoming calls through the company’s main line or lines.

How can DID benefit your business?

There are several ways that DID dialing can help your business operate more efficiently.

Improved customer service

One of the most valuable benefits of DID technology is that it gives customers direct access to the right department or employee. This feature eliminates the need for customers to navigate a complex menu just to be transferred to the right party.

Save money

Companies can save time and money by using the DID feature in their VoIP phone system. First, this feature helps companies reduce the number of direct lines coming into the business, which lowers monthly phone costs. Second, businesses can reduce the number of receptionists needed to manage incoming phones.

Greater scalability

Another great benefit of DID dialing is the flexibility it offers. Since the company handles how DID phone calls are distributed within the agency, they can make immediate changes when necessary. There's no need to contact the phone company when changing how these numbers are routed. In fact, DID phone numbers can even be attached to departments or employees overseas.

Increase productivity and tracking

DID technology boosts productivity by streamlining both internal and external communications. Employees don’t have to sit by the fax machine waiting for the right documents. Instead, they can be delivered right to their computers. Workers also don’t have to rely on back-and-forth messages that can cause confusion since they can connect directly with team members, vendors and customers.

Learn more about how DID technology can streamline the inward call process and boost workplace productivity by contacting 8x8 today.