Automated Call Distribution systems are used for distributing phone calls and other contact types to contact centre agents and employees at a business. Typically, Automated Call Distribution software is used when there are high volumes of calls that require sophisticated routing rules to determine the most appropriate person to handle each call.
As an increasing number of interactions processed by contact centres originate from channels such as email, chat, web collaboration, SMS, and social media, the scope of ACD solutions now extends well beyond phone calls. This unified routing of different contact types within a single platform is often referred to as Universal Queue or Multichannel Routing in the contact centre industry.
While traditional Automated Call Distribution software is deployed on-premise at a company's office location(s), hosted or cloud software is also available and is gaining wider adoption.