What Is Automatic Call Distribution (ACD)?
Automatic Call Distribution (ACD) systems distribute phone calls and other types of contacts to agents at a contact center. ACD software 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 center isn’t constrained by physical boundaries. Whether you have one contact center, multisite contact center operations, or distributed at-home agents, the Five9 ACD system finds the best available agents wherever they’re located.