Automatic Call Distribution (ACD)

What is Automatic Call Distribution (ACD)? Definition and meaning

Automatic call distribution or ACD is a telephone system used in contact centers to route your customers calls to the most qualified agent on their first call. An ACD system is a tool that can help boost customer satisfaction rates. Customers no longer have to deal with long wait times, call transfers, and having calls dropped.

More ACD Resources:

Automatic Call Distributor (ACD) For Call Center Performance (

Route inbound tasks to the right agent and department based on customer profile and interaction history, IVR inputs, agent skills, and more.

What is an Automatic Call Distribution (ACD) Solution? – LiveVox

Proper call routing is part of the customer experience and a contact center has a responsibility to provide the highest quality service during every touchpoint, even during those interactions that are automated and take place behind the scenes.

How Do ACD Systems Work? | LiveVox

Generally, the call distribution process, with an automatic call distribution system, goes through what can be summarized as three steps.

The first step is to identify the purpose of the phone call. An interactive voice response (IVR) system will usually greet customers and provide a menu of options to choose from to direct their call. Using either their dial pad or speech recognition, the IVR will process what the caller’s queries are and that information is transferred to the ACD system.

What’s a Cloud-Based Contact Center? Software & Technology | LiveVox

A cloud-based contact center is built around the core technologies of the automatic call distributor (ACD) and the interactive voice response (IVR) system, but it’s not limited to voice calls.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit

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