Automatic Call Distribution

Optimize your contact center with automatic call distribution

Improve efficiency, balance workloads, and deliver exceptional customer experiences

  • Smart call routing for seamless customer experiences
  • Real-time monitoring for improved performance
  • Balanced workloads for maximized productivity

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Smarter call routing with automatic call distribution

Connect customers seamlessly
Automatically connect customers with the most qualified agent to enhance efficiency and ensure a seamless experience.
Balance workloads
Evenly distribute calls among agents to prevent burnout, maintain fairness, and maximize productivity.
Monitor calls in real-time
Track agent performance live to maintain quality service, identify areas for improvement, and enhance overall effectiveness.
Offer faster customer support
Minimize wait times through intelligent call distribution, delivering quicker resolutions and happier customers.
Group of images: Person holding mobile phone viewing company site location and phone extensions; Co-workers in front of laptop looking at AI Notes; A man working on laptop using AI suggested answer feature

Routing strategies for all businesses

Distribute calls fairly

Use rotary or talk-time routing to balance workloads and ensure even call distribution.

Match customers to the right agent

Connect callers with the most qualified or high-priority agent through skills-based or fixed-order routing.

Minimize wait times

Notify all agents at once so the first available agent can take the call.

Route calls based on time

Direct calls to available agents during work hours, or send them to voicemail after hours.

Streamline and optimize workflows

Increase satisfaction, productivity, and performance with customizable call routing.

Real benefits for your business

A woman using her laptop to make an internet phone call
A woman using her laptop to make an internet phone call

Better workforce management

Automatic call distribution (ACD) streamlines how calls are routed, balances workloads, and minimizes idle time for agents.
A mobile phone showing an incoming RingCentral call and message inbox
A mobile phone showing an incoming RingCentral call and message inbox

Improved customer experience

Smart call routing connects your customers with the right agents quickly, improving satisfaction and efficiency.
A man wearing a headset and using a laptop during an active meeting
A man wearing a headset and using a laptop during an active meeting

Easier agent coaching

Live call monitoring allows supervisors to track performance in real-time and identify areas for growth.

How ACD enhances
customer experience

01
Caller identification
Use interactive voice response (IVR) and caller ID to quickly route customers to the right agent without delays.
02
Call queueing
Prioritize VIPs and reduce frustration by organizing callers by status, wait time, or query type for faster care.
03
Call routing
Swiftly connect callers to the most qualified agent with automatic call distribution tailored to your business needs.
3D illustration of RingSense AI Smart Notes feature
Male and female employees working on their laptop

Integrations for workforce optimization

Our automatic call distribution (ACD) integrations help your team work smarter and achieve better outcomes.
Manage call volumes
Create seamless workflows
Integrate CTI and CRM
Monitor and coach

Automatic call distribution FAQs

Automatic call distributors are just another name for automatic call distribution systems. An automatic call distributor definition, therefore, is also the same—a system that automates the routing of inbound calls to the right agent in your call center.
Automatic call distribution works with IVR to assess the needs of customers who call your contact center, and then routes them to an appropriate agent. The principal purpose of ACD is to ensure that customers’ queries are handled both as quickly and as effectively as possible.
ACD is a call or contact center feature that routes inbound calls to the most appropriate agents to answer them. PBX stands for Private Branch Exchange. A PBX is a business’s internal telephone network, primarily used for enabling colleagues to communicate with one another.
Contact center overflow happens when there are not enough agents to handle the inbound calls. Not giving customers a reply or putting them on hold for too long will make them frustrated. Contact center overflow tools are your options for avoiding that. They include:
Voicemail
Allows customers to leave a recorded message for the agents. Agents can then assess the issue and try to resolve it, or call the customer back.
Automatic callback
The customer can also make an automatic callback request themselves. Once the agent is available, the system automatically calls the customer for the agent.
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