Automatic Call Distributor

Routes your communication interactions to the best available agent

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Quotation

WHAT IS AUTOMATIC CALL DISTRIBUTOR SOFTWARE?

The Automatic Call Distributor (ACD) software is an intelligent system that automatically answers and routes incoming interactions to the most qualified agents, removing the need for a human operator to decide where each contact goes.

Working alongside an automated Interactive Voice Response (IVR) technology – which answers calls and captures customer information – BeInContact’s advanced ACD extends intelligent routing across every channel: phone calls, SMS, social media messaging, chat, email, and beyond. The result is higher customer satisfaction and greater agent productivity.

HOW DOES BEINCONTACT ACD SYSTEM WORK?

BeInContact Automatic Call Distributor system combines the reliability of a traditional call center distributor with next-generation capabilities, all configurable through intuitive web-based graphical tools. Every interaction is evaluated against three layers of intelligence:

Skill matching: ACD software identifies the available agent with the highest skill match for the specific request, drastically reducing waiting times and enhancing the customer experience;

CRM-driven context: through DataBase Look-up, BeInContact ACD reads customer data from your CRM before routing the call, equipping agents with the customer’s full context;

Time and availability awareness: the exclusive Follow-The-Sun feature dynamically forwards interactions to agents based on their working hours and time zones, ensuring optimal service around the clock.

WHY CHOOSE BEINCONTACT ACD SYSTEM

Our ACD system delivers measurable improvements across your entire contact center: it reduces abandon rates by matching customers to the right agent, increasing first-contact resolution when the conversation starts. The platform allows a true omnichannel experience where customers move between channels seamlessly and your team works from one consistent view.