Automatic Call Distribution

Route calls intelligently, reduce wait times, and improve customer satisfaction with our advanced ACD system.

Intelligent Call Distribution

Advanced features for optimal call routing and queue management

Intelligent Routing

Route calls to the most qualified agents based on skills, availability, and priority.

Queue Management

Optimize wait times and manage call queues with advanced algorithms.

Priority Handling

Prioritize high-value customers and urgent calls automatically.

Load Balancing

Distribute calls evenly across available agents to prevent burnout.

Call Overflow

Automatically route calls to backup teams during high volume periods.

Real-time Monitoring

Track key metrics and agent performance in real-time.

How ACD Works

See how our ACD system optimizes call flow and improves customer experience

Intelligent Queue Management

Optimize wait times and improve customer satisfaction with smart queue management.

Dynamic queue prioritization
Estimated wait time announcements
Callback options for long queues
VIP customer priority handling

Smart Call Routing

Route calls to the best available agent based on multiple factors.

Skills-based routing
Language matching
Priority-based distribution
Load balancing across teams

Real-time Monitoring

Monitor and optimize call center performance in real-time.

Live queue statistics
Agent performance metrics
SLA compliance tracking
Custom alert thresholds

Call Center ACD for Efficient Call Routing

Automatic call distribution (ACD) enables you to route inbound calls based on criteria like response to a campaign, skill group and other custom settings. DialedIn's CCaaS has customizable routing rules based on factors like inbound source, customer recognition, skill groups and agent availability.