Automatic call distribution (ACD)

Automatic call distribution (or ACD) is an inbound contact center management system that automatically receives incoming calls and distributes (or routes) users to the best agent. When a user calls a general number, like “1-800,” they are presented with various prompts asking questions about what they need help with. Traditionally, contact centers leverage DTMF (dual-tone multi-frequency signaling) for dialpad inputs, IVR (interactive voice response) for audio inputs, or a combination of the two. Once a user sends in their responses, the inputs are analyzed, their end goal is determined, and they are added to a live agent’s queue. The agent will then work through their queue, answering customer inquiries and resolving user issues.

Now, contact centers rely more on emerging tech like conversational IVR, which is interactive voice response with built-in artificial intelligence and AI agents to help expedite the CX journey. Instead of being routed into a queue to talk to a live agent eventually, AI agents leverage conversational IVR to synthesize user input and respond to user inquiries directly. This is especially beneficial for routine CX interactions like appointment scheduling, balance inquiries, and everyday tech issues.