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automatic call distribution
Automatic
Contact Distributor
acd system

Ensure customer requests are routed
to qualified agents

inContact Automatic Contact Distributor (ACD) is a skills-based omnichannel routing engine that ensures that customer requests are routed to qualified agents or resolved with self-service. It provides a universal queue for real-time interaction management and a consolidated interface, with a seamlessly integrated IVR, for creating and maintaining routing strategies across all supported channels.

automatic call distributor 

Increase

Increase customer satisfaction
with personlized interactions

Empower

Empower your customer
service teams

Optimize

Optimize contact handling
with universal queue

Increase

Increase productivity by
automating routine interactions

Reduce

Reduce training needs
with an intuitive,
drag-and-drop interface

Industry-leading ACD and IVR software

 
ACD system

Personalize
customer
experience

Omnichannel Automatic Contact Distribution (ACD) and a fully integrated Voice Portal including ASR and TTS ensure that data collected in the front-end are available throughout the customer journey.

  • Automate customer data collection
  • Easily pass data between IVR and ACD
  • Advanced CTI with each interaction
  • Create rich, sophisticated routing flows
 
acd software

Empower
agents to
delight customers

inContact My Agent eXperience™ - MAX is a consolidated, context-sensitive agent interface designed for the streamlined handling of all contact center interactions.

  • Simplify transfers, consults, and conferences
  • Easy access to commonly-used transfers
  • Enable better agent self-management
  • Streamline integration with Enterprise UC solutions
 
automaticall call distribution

Connect customers
to the right agent

The inContact advanced skills-based routing engine is at the core of your contact center solution. It is consolidated across all supported channels, inbound and outbound, to ensure every interaction is handled by the best qualified agent in the least amount of time.

  • Advanced skills-based and data-directed omnichannel routing
  • Unified queue for inbound and outbound voice, callback, voicemail, email, chat, text/SMS, Social Media and Work Items.
  • Implement other channels such as fax, video or paper mail using Work Items
 
acd solution

Empower business
users with
skills-based routing

Business users do not need technical skills to adjust routing decisions based on real-time ACD and workforce optimization (WFO) statistics and can easily override routing strategies with a mouse click when emergencies or other unexpected situations occur.

  • Pre-defined routing components
  • Define business rules based on real-time ACD and WFO statistics
  • Activate routing flows with just a mouse-click
 
call center acd
call center software demo

What is Automatic Call Distribution Software?

Automated or Automatic Call Distribution (ACD) Software is a technology that allows contact centers to distribute inbound calls, emails, SMS, and social media messages to agents based on customer need and agent skill set. Instead of simply sending inbound requests to an available agent, ACD systems categorize calls and messages and then automatically check the system to see which available agent has the most relevant skills and experience to help the customer.

acd solution software

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My Agent
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A dynamic,
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agent interface.

Ready to transform the way you achieve
your customer experience goals?

Call us at 1-866-965-7227 to talk
to an inContact specialist

Call

Live chat with
an inContact Specialist

Chat

Learn more about
our solutions

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