Contact-modal-phone-icon
1-800-553-8159
Contact-modal-map-icon
4000 Executive Parkway, Suite 400 San Ramon, CA 94583

ACD in the Cloud

Simply Powerful

Robust and Intuitive
Five9 Automatic Call Distribution (ACD) software is designed to be easy to use. It’s so intuitive that non-technical business users can configure it, yet it has all the sophisticated routing features that any size company requires.
OUR CLOUD ACD SYSTEM
Intelligent Routing Across Channels
Deliver your customers to the right resource at the right time, using the intelligent multichannel routing capabilities of our cloud ACD software. Leverage business rules to prioritize each channel and interaction and decide what resource is best for the customer based on their contact history, current business conditions, and agent availability.
Self-Sufficiency for Business Users
In the past, sophisticated multichannel interaction routing required a technical team to implement and make changes. Our innovative approach has changed the game, allowing non-technical users to set up sophisticated routing strategies and make changes quickly.
Change Routing Strategies Instantly
Create virtually any routing scenario in a few minutes with easy-to-use drag and drop icons. The intuitive administrator interface makes setup effortless, even for complex routing strategies and IVR scripts. With our Cloud ACD, on-the-fly changes can be immediately deployed into your operations.
No Borders, No Boundaries
Whether you have one contact center, multisite contact center operations, or distributed at-home agents, for every interaction the Five9 ACD finds the best available agents wherever they’re located. All your agents need is an Internet connection, a headset, and a computer—no other hardware is required.
ACD FEATURES
Skills-Based Routing
Skills-Based Routing
Ensure calls are directed to the right agent resource
Queue Callback Routing
Queue Callback Routing
Gives customers the option to receive an agent callback instead of waiting on hold when their position arrives to the front of the queue.
Real-Time Active Blending
Real-Time Active Blending
Adjusts contact center traffic call by call to keep customer satisfaction levels high—always prioritizing inbound customer service calls in blended environments by automatically moving outbound agents to inbound queues.
Distribution Algorithms
Distribution Algorithms
Selects the next agent for call delivery, based on factors such as the agent queue time, minimum calls handled, highest volume thresholds, least-occupied, or round-robin distribution.
Data-Driven Routing
Data-Driven Routing
Make customer treatment decisions based on customer data within the Five9 system or external data sources, such as an enterprise customer database.
Web Callback Routing
Web Callback Routing
Automates routing of online inquires so your organization can quickly capitalize on the lead potential with an immediate callback.
Conditional Routing
Conditional Routing
Provides flexibility to make context-based, time-of-day routing decisions that anticipate the varying conditions within your customer service center.
Customer Segmentation Routing
Customer Segmentation Routing
Prioritizes high-value customers and moves them ahead in the queue for special treatment.
Last Agent Routing
Last Agent Routing
Delivers knowledgeable support—particularly for case management—by reconnecting customers to the same agent that previously provided support.

Learn More

Data Sheet: Inbound

Five9 offers everything you expect in a feature-rich, premise-based Automatic Call Distribution solution with none of the hassles you get with legacy systems. Leverage the intelligent routing of the Five9 ACD in the cloud to provide highly-responsive customer service.

What is ACD

ACD Systems Explained

Automated Call Distribution systems are used for distributing phone calls and other contact types to contact center 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 centers 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 center 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.