What is ACD?

ACD (Automatic Call Distributor) is the contact center system that queues calls and routes them to the right agent by rules, skills or availability.

ACD (Automatic Call Distributor) is the routing engine of a contact center: it queues incoming calls and distributes them to agents according to strategies — longest-idle, round-robin, or skills-based (route billing questions to billing-certified agents).

Why it matters when buying

Basic ACD (simple queues) is included in UCaaS contact-center tiers — fine under ~10 agents. Purpose-built CCaaS platforms differentiate on skills-based and omnichannel ACD: routing email, chat and social contacts with the same logic, plus real-time supervisor tools. If your support operation lives on response-time SLAs, ACD sophistication is the feature to evaluate hardest.

Related terms:
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