Automatic Call Distribution:
Route Calls Intelligently

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What Is Automatic Call Distribution (ACD)?

Automatic Call Distribution (ACD) systems distribute phone calls and other types of contacts to agents at a contact centre. ACD is typically used when there are high volumes of calls that require sophisticated routing rules to determine the most appropriate agent to handle each call.

Five9 offers Universal Queue, an omnichannel solution to ACD that expands the scope of the technology beyond simple phone calls to cover contacts across all channels — social, chat, web, email and mobile.

Because Five9 is in the cloud, your contact centre isn’t constrained by physical boundaries. Whether you have one contact centre, multisite contact centre operations, or distributed at-home agents, the Five9 ACD finds the best available agents wherever they’re located.

Based on studies conducted by the Aberdeen Group (Source)

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Routing Across Channels

Leverage business rules to prioritise different channels and interactions to decide which resources are best fit a customer’s needs based on their history.

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Self-Sufficiency for Users

Leverage business rules to prioritise different channels and interactions and decide which resources best fit a customer’s needs based on their history.

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Change Routing Strategies

Create virtually any routing scenario in just minutes with simple drag-and-drop icons. On-the-fly changes can be immediately deployed to your operations.

Five9 helps us achieve one of our main contact centre goals: answering all calls with a live agent within 10 seconds.
Katie Fisher
Call Centre Supervisor, Olympus

Datasheet: Inbound Contact Centre

Business moves fast; so should your contact centre. Learn about the robust features of the Five9 Inbound Contact Centre can help you take your customer service to the next level.

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Inbound Contact Center Features


ACD with Call Distribution Algorithms


Skills-Based Routing


Priority Routing


Time-of-Day Routing


Voicemail Routing


Web & Queue


Incoming Call Whisper


Toll-Free Numbers


IVR with Intuitive Script Designer


IVR Scheduling


Professional Prompts for Self-Service


Text-to-Speech & Speech Recognition


In-Queue & Estimated Wait Time


CTI Screen Pop


Post-Call Surveys


CRM Integrations


Agent Desktop


Contact Database




Call Recording


At-Home Agent Capabilities


Easy-to-Use Administration Tools


Real-Time, Historical, & Custom Reports


Drag & Drop Script Design


Agent Scripting

Five9 Is the Backbone of Customer Service Excellence

Customer Service & Support

Earning your customers' business takes a great deal of effort and expense, but losing customers is far too easy. Whether your customers are looking for quick answers or help through a complex process, Five9 provides an all-in-one solution to give your customers a great experience on their terms.

Guide Customers to the Answers

Routing, self-service, and screen-pop capabilities guide your customers to the right answer or agent based on your business objectives and contact centre activity. Powerful routing algorithms segment and direct callers to the agents that are best equipped to help them. Automated self-service prompts improve agent productivity so they're not repeatedly answering routine calls.

Design, Deploy, & Deliver Excellence

It pays to design your contact centre for efficiency and excellence. Five9 has an intuitive design and easy-to-use administration tools developed specifically for business users so that you can easily create an environment that works best for your contact centre. With Five9, you can implement in just days and scale based on your business needs.

Why Choose Five9

Industry Leadership

Monthly or annual pricing - no long-term contracts.


Powerful, scalable, and secure cloud solutions.

Industry Leadership

Recognised by Gartner as a leader in Contact Centres.

CRM Integration

Integrate with all the leading CRM packages.

Cloud Platform

All you need is a computer, a headset, and Internet.

Call +44 203 318 7902 for More Information