Automatic Call Distribution:
Route Calls Intelligently

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.

FCR Graph Shows 70% Improvement in First Contact Resolution by Using Five9 Cloud Contact Center

Based on studies conducted by the Aberdeen Group (Source)

Routing Across Channels

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

Self-Sufficiency for Users

In the past, sophisticated routing required a technical team. With Five9, even non-technical users can easily set up and make changes to the ACD system.

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 center goals: answering all calls with a live agent within 10 seconds.
Katie Fisher
Call Center Supervisor, Olympus

Datasheet: Inbound Contact Center

Business moves fast; so should your contact center. Learn about the robust features of the Five9 Inbound Contact Center 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

Softphone

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 center 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 center 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 center. With Five9, you can implement in just days and scale based on your business needs.

Why Choose Five9

Automatic Call Distribution:
Route Calls Intelligently