What is an ACD, and how does it add value to customer support?

What is an ACD, and how does it add value to customer support?

An inbound call center receives too many calls on a regular basis. How do they manage to deal with all of them? More importantly, how do they ensure these calls are transferred to the suitable agent? I can hear you saying Interactive Voice Response (IVR). Not at all, because it only determines what the user needs and resolves common issues with a customer’s product or service. But what if a customer is calling to inquire about some technical issues? That’s where the IVR needs to transfer it to an available agent. Unfortunately, IVR can’t do this, but ACD can! So, you already have got an idea of how useful the ACD is. Wait, as we are about to elaborate a bit further in the coming paragraphs. No doubt, you’ll never fear someone asking what is an ACD again. So, without further ado, let’s get started.

What is an ACD, and why call center ACD is important? 

It is a telephony device that automatically queues and distributes incoming calls to the appropriate agent based on customer demand and agent capabilities. It is very commonly used in call centers to reduce costs and eliminate unnecessary queue time. Still, is the term too technical for you? Don’t worry; all your doubts will wipe away as you get deep into reading this blog post. Speaking of which, understanding how ACD works will be the best starting point, so let’s get to read that first.

How ACD Works?

The ACD can route calls based on the caller’s name, phone number, or other information. For example, suppose you have an agent specializing in customer service issues related to fitness equipment. In that case, you can set up your system so that this agent receives all calls related to fitness products.

Your ACD may also come equipped with special routing rules. Doing so will allow you to specify whether certain types of callers will be routed directly through your existing systems or sent elsewhere.

Different ways of routing a call to the available agents using ACD

These are different ways a call center or contact center services providers can set the ACD to route incoming customer calls:

Fixed order

Call centers having experienced agents use such a call distribution setup. Here the agents are arranged in a fixed order, with the most experienced one being the first, and all incoming calls are transferred to him. In case he’s not available or has calls in queue, the next one in the order has to take responsibility.


Here the workload is equally distributed among the agents. Call 1 will be entertained by the first agent, call 2 by the second, and so on. Of course, the cycle will be repeated when all agents have their turns.

Weighted or skill-based 

When a call center uses this way of call distribution, it prioritizes agents based on their skills. The ACD then routes calls to the agent with relevant skills to deal with the specific caller. These calls are commonly routed to the agents based on their efficiency, language proficiency, and more.

Talk Time 

The ACD here looks out for the agent with the least talk time and transfers the next call to him. Similarly, the next call will be transferred to another agent with the least talk time, as this one divides the workload fairly.


In the simultaneous call distribution, all the agents will receive an alert for the incoming customer call. Anyone who picks it up first must deal with the customer’s concerns. Since this one effectively reduces customers’ waiting time, hence it is also commonly preferred by call centers.


The ACD will transfer calls to the agents based on their availability. If no agent is available to entertain the incoming call at that moment, the call will be directed to a voice mail.

Advantages of ACD 

Smooth call routing

It means that calls are appropriately transferred to suitable agents very smoothly.

Quick Response

Your customer calling doesn’t have to wait for long because the call is immediately transferred as per the routing criteria set.

Enhances call center agent’s productivity

The agent has to deal with the client 

Saves Time 

An ACD is a device that allows users to access their company’s call center via a computer or mobile device. Callers will enter their information, which is then sent to the appropriate agent who handles their calls. This saves time for both parties involved. Remember that it also helps protect sensitive data like passwords or social security numbers from being hacked into by hackers who might try stealing those types of details from unsuspecting callers.

In a nutshell, ACDs are an important part of contact centers. They help call centers achieve their goals and objectives by providing information about customer interactions that can be used to make customer service better for everyone involved. The purpose of an ACD is to route calls and also save information about contact with a customer. Like how long they’ve been waiting on hold, and more. A call center can also then use this data to improve processes in the future to ensure a better customer experience. 


We hope you have enjoyed learning about ACDs. We’ve seen that they can greatly reduce the agent’s workload and improve call efficiencies. Plus, they are a complementary part of the IVR as a great way to get your business off the ground and grow its sales. But as with any new technology, you must learn how to use them correctly before investing too much money in equipment or training staff. Now we can assume that you have no problems answering what is an ACD, do you? Perfect!

Furthermore, if we have skipped including something here, feel free to comment or write to us at our official email address.

Frequently Asked Questions

How is ACD different from IVR? What is AHT? What the term ACD Means? What is IVR? Is ACD helps in cold calls?

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