Products
Get the leading all-in-one solution or just what you need.
Meetings The complete video meetings solution.
Fax Fax from any device connected to the internet.
Team messaging Team collaboration with file sharing, tasks, and more.
RingCentral App Easy and fast account access from anywhere.
RingCentral App Easy and fast account access from anywhere.
Products
Get the leading all-in-one solution or just what you need.
Drive team productivity
Developers
Revolutionize communications with APIs, SDKs, bots, and widgets.
Developer Guide Learn more about RingCentral APIs and build your first app.
API Reference Explore our APIs through our interactive API documentation.
Developer Community Connect with other developers in the RingCentral Developers community.
Game Changers Learn about RingCentral APIs, grow your skills, and win great prizes.
App Gallery Browse our gallery and integrate RingCentral with your business apps.
About us
The number one cloud communications provider worldwide.
MULTI-PRODUCT TEST NAVIGATION
Products
Get the leading all-in-one solution or just what you need.
BUSINESS COMMUNICATIONS
Solutions
The all-in-one solution built for every business.
BY NEED
Developers
Revolutionize communications with APIs, SDKs, bots, and widgets.
Developer Guide Learn more about RingCentral APIs and build your first app.
API Reference Explore our APIs through our interactive API documentation.
Developer Community Connect with other developers in the RingCentral Developers community.
Game Changers Learn about RingCentral APIs, grow your skills, and win great prizes.
App Gallery Browse our gallery and integrate RingCentral with your business apps.
RINGCENTRAL CONTACT CENTER™

Automatic Call Distribution
Software

Ensure customers reach the right agent every
time with ACD

Tightly integrated IVR and ACD systems

Automatic call distribution (ACD) software is a routing engine that manages queues and automatically distributes incoming contacts to specific groups of agents based on the number dialed, CRM data, and interactive voice response (IVR) interactions. With customer information at your hands, you can provide a personalized experience while resolving issues quickly.

Omnichannel support for improved interactions

Answer and distribute contacts no matter their channel of communication. RingCentral omnichannel routing allows customers to reach out to you on their most convenient channel, effectively improving agent and customer interaction.

Intelligent call routing

Maintain efficiency and lower costs by sending customers to the agent most capable of handling their particular issue rather than the first available agent. ACD provides an enhanced experience for the customer, contributing to a more streamlined call center system.

Change configuration without IT

Easily set up and operate without requiring technical assistance. Adapt routing logic with an easy-to-use administration tool to respond to changing conditions.
Customer examples

What does automatic call distribution mean?

Automatic call distribution (ACD) is the process of routing calls to agents who are most qualified to address the callers’ needs. It involves a suite of services and systems commonly used by companies that get numerous incoming calls on a regular basis.

Virtual contact centers may have rendered the name “ACD” somewhat outdated, since they handle interactions outside of calls. Still, it is the term used for managing the flow of incoming customer communications across all channels, including email, chat, SMS, and social media. This inbound contact center software enables omnichannel routing, so you can address customer concerns no matter their mode of communication.

What is an automated phone service?

An automated phone system is a telephonic technology that allows callers to interact with an organization through a pre-programmed set of responses. Made possible by computer telephony integration (CTI), this type of solution eliminates the need for human receptionists, thereby reducing staffing costs and helping streamline call center systems. Interactive voice response (IVR) is a great example of an automated phone service.

What is the difference between IVR and ACD?

IVR allows callers to navigate a phone system and get automated customer support while ACD is responsible for routing calls whenever the callers’ needs aren’t met. Together, they automate the handling of inbound calls, effectively streamlining business processes like receiving orders, purchasing equipment, evaluating employee performance, and more.

IVR systems come with a self-service menu powered by voice instructions from a virtual agent (you can add more IVR menus based on your call flow). It starts with a pre-recorded greeting, after which the caller is presented with menu options.

Depending on rules set by your organization, IVR can either process the call by itself or — thanks to ACD — intelligently route it to call center agents. ACD parks the incoming call in a call queue until a qualified agent is free to take it. The system controls that queue and executes the call routing strategy.

So, if a caller enters the numerical value corresponding to “customer support,” they will be routed to that department’s call queue. As previously mentioned, calls are distributed based on the rules set by your organization. For multichannel environments, the ACD system uses a universal queue, from which all interactions are distributed.

What is an ACD phone system?

An automatic call distributor (ACD) phone system is a telephony solution that simplifies call forwarding. It allows you to configure your call distribution system based on phone number, traffic volume, time of day, waiting time, and department or agent skill.

Distribution methods can vary from one call center to another, and one of the most popular is skills-based routing, in which every call is routed to a call center agent based on agent performance and overall proficiency as well as the needs of the caller.

What is a non-ACD call?

A non-ACD call is an inbound call that connects to an agent’s extension instead of a department. Callers dial a particular agent’s extension number so that the agent receives the call personally. As such, calls like this don’t go through ACD routing and the usual queue.

What does ACD mean in a call center?

ACD brings order not only in voice interactions, but in all customer interactions. This is especially helpful in a call center where agents receive an overwhelming number of calls on a daily basis. With an ACD solution in place, you can:

 

  • Instantly transfer calls to the right agent
  • Transfer an important call to the best agent (or place that call on queue if there are no available qualified agents)
  • Route calls quickly even if agents are located elsewhere in the world (as long as they’re using VoIP phones)
  • Run multiple call queues for every team of agents 
  • Gain significant usage data from inbound calls, such as call volumes and average wait times
  • Use call monitoring, agent coaching, and other techniques to build a team of top-performing agents
  • Deliver an even more personalized service by leveraging CRM integrations
  • Execute your workforce management, workforce optimization, and workforce engagement plans more efficiently

ACD software in a comprehensive call center solution

Automatic call distribution software features usually come with your virtual phone number or cloud contact center depending on your service provider. You can also get call recording and other inbound call management features as well as access to advanced ACD routing features, live call monitoring, and call queue management, among others.

There are companies that offer automatic call distributor software separately. But you can take the wiser and more cost-effective route of getting comprehensive call center software like RingCentral Contact Center, with its wide array of features — ACD included. It also offers tools that would benefit both inbound and outbound call centers, such as contact center analytics and supervisor tools.

Computer telephony in outbound call center systems

Explore outbound calling possibilities with RingCentral Engage Voice. It’s equipped with outbound dialers so you won’t need to buy dialer software separately. Every auto dialer below is instrumental in minimizing downtime and maximizing agent productivity.

 

  • Preview dialer
  • Predictive dialer
  • Progressive dialer
  • TCPA safe dial

 

Engage Voice is designed to streamline outbound cloud communications, and with blended call center capabilities, it makes for one of the most powerful contact center solutions around.

Sign up for a free personal demo

A solution specialist will contact you for a personalized, informative demo on the key features and benefits of RingCentral Contact Center.

The total number of full-time, part-time, and work-from-home agents in your contact center

Thank you for your interest in RingCentral

A sales advisor will contact you within 24 hours. If you'd like to speak to someone now, please call  (800) 574 5290.

Close X